A rubric that fits a small team
| Check | Pass looks like |
|---|---|
| Greeting | Business name, offer to help |
| Need understood | Problem and urgency confirmed |
| Details taken | Name, address, best number |
| Booking asked for | "Can I get you on the schedule?" |
| Specific time offered | "Thursday at 9 or 1?" |
| Outcome | Booked, quoted with follow-up, or not bookable |
Keep it short. Long scorecards built for big call centres don't help a three-person office.
How automated scoring works
- Calls ring through your business number to your office, recorded with a consent announcement where the law requires it.
- Each call is transcribed and scored against the rubric for your trade.
- Bookable-but-not-booked calls are flagged with the reason, transcript and recording.
- You get the list, and the trend, every week.
Answered by office: 112 · bookable: 61 · booked: 49 · booking rate: 80%
Flags: 7 no time offered · 3 no number taken · 2 price question unresolved
Using the flags
Call the flagged customers back the same day; many haven't booked anyone yet. Then use the patterns for coaching: if "no time offered" keeps showing up, that's a one-sentence fix.
See CSR booking rate and Missed-Booking Call Scoring.
What Josie does
- Missed-Booking Call Scoring: Scores calls your team answers and flags the ones that could have been booked but weren't.
- Weekly Revenue Report: A 7am morning report and a Monday email in dollars: emergencies, fees agreed, jobs won back.
- Surge Overflow: When the office line is busy or a heat wave hits, Josie answers the overflow, all at once.
- For your trade: 24/7 Emergency Answering Service for Home Service Companies
Common questions
What is call scoring?
Rating answered calls against a rubric (asked for the booking, took details, offered a time, outcome) to find missed opportunities and coach staff.
Do I need to record calls for call scoring?
Yes. Calls are recorded with a consent announcement where state law requires all-party consent.
What does HireJosie cost?
HireJosie is $29/month for 200 AI minutes, starting with a 7-day free trial — cancel before day 7 and you pay nothing. Pro is $79/month for 500 minutes, with $0.25/minute overage after that. Every feature is on every plan, and every plan starts with a 7-day free trial.