Example report: simulated call
This shows the structure of a ThinkCalling report. The business is fictional, the caller is automated, and nothing here was done to a real company.
Scenario
A customer phones a heating and plumbing business about a boiler that stopped the night before, with no heating and no hot water. The caller is stressed and wants someone today. The test checks whether the enquiry is handled, answered and turned into a next step.
Example Heating & Plumbing (fictional)
Boiler breakdown (emergency enquiry) · Stressed Homeowner · Anytown (fictional)
The team answered quickly, greeted the caller properly and understood the problem. The call ended without a visit, a time or a firm next step. For a breakdown with no heating, that is the part most likely to leave a customer looking elsewhere.
A stressed customer called about a boiler that had stopped the night before. The call was answered and the team asked focused questions about the problem and the boiler. It took a name and address, then ended with a promise of a call-back and no time.
The caller said they could not wait all day and asked when someone would call. They ended the call without knowing when help would come.
- The call was answered promptly and greeted with the business name.
- A focused question established the problem: no heating and no hot water.
- The boiler type and age were asked about, which helps prepare a visit.
- No same-day visit or time slot was offered for a breakdown with no heating.
- The customer was left without a time for a call-back or a clear next step.
- ✓Call answered
The line was answered by a person without the call being transferred or left to ring out.
- ✓Answered promptly
The call was answered promptly, within the expected window.
- ✓Professional greeting
The greeting included the business name.
- ✓Understood the need
A focused question established that there was no heating and no hot water.
- ◐Qualified the job
The boiler type and age were asked about. The call did not check whether anyone in the home is without heat or hot water.
- ◐Handled urgency
The urgency was recognised, but the response was a call-back with no time attached.
- ✕Offered an appointment
No visit or time slot was offered during the call.
- ◐Captured contact details
A name and address were taken. A phone number was not confirmed during the call.
- ✕Provided a clear next step
The customer asked when someone would call and was told it could not be said. No timeframe was given.
- ✓Professional throughout
The tone stayed courteous throughout.
“I'll try and get someone to give you a ring back.”
The urgency was acknowledged, but the response was a call-back with no time.
“I can't say exactly. Someone will ring you.”
When the customer asked when, no timeframe was given, so the next step is unclear.
“I'll try and get someone to give you a ring back.”
No visit or slot was put to the customer during the call.
“Is there no hot water at all, or no heating?”
A focused question separated the heating and hot water problems.
For an urgent enquiry, close the call with one specific next step and a time. For example: "We can have someone with you by 4pm today. If we can't, we'll ring you back by 12 noon to confirm." Make that the standard close for breakdowns.
Assessment criteria
Each finding is scored against a fixed checklist. Criteria are marked pass, mixed, fail, or not applicable. Each one needs a reason and, where it applies, a quote from the call.
Transcript excerpt
Written for this example, not from a real call. Times are minutes and seconds from the start.
Limitations
- This is a simulated call with an automated caller. It does not show how real customers would react.
- The transcript below was written for this example. It is not a recording or transcript of any real business.
- One call on one scenario is not a picture of a team's overall performance.
- The report does not measure revenue. A call that ends without a booking is not, by itself, a lost job.
- Automated findings can be wrong. Check each quote against the transcript before acting on it.
Want a report on your own enquiry handling?
Pilot places are for heating and plumbing businesses. Each test is agreed in writing first.