Answered every call outside business hours and booked 340 appointments a month.

The challenge

The process did not scale with demand

CloudSix lost bookings to voicemail. Around 40% of inbound calls arrived outside staffed hours, and the majority never called back.

The approach

1. 1Deployed a voice agent on the main line outside staffed hours
2. 2Gave it calendar access with real availability rather than a callback promise
3. 3Escalated anything it could not resolve to an on-call mobile
4. 4Sent a transcript and summary to the team inbox after every call