Day 1: tighten the basics
1. Review your first 10 to 20 real calls
Look for:
Confused openings (wrong greeting, too long)
Missed opportunities (did not offer callback when it should)
Over-confident answers (guessed or filled in details)
Callers repeating themselves (assistant did not capture key detail)
2. Make only small changes
Pick the top 3 fixes and apply them:
1 Behaviour change
1 Knowledge Base update
1 clarification in your “how to handle X” rule (if needed)
3. Re-test just the changed scenario
Make a test call for the exact thing you changed, confirm the new behaviour.
Day 2 to Day 3: improve outcomes, not perfection
Identify your most common call type from the last 24 hours.
Improve the assistant’s ability to resolve that call type end-to-end.
Examples:
If callers mainly ask opening hours and location: make that answer shorter, clearer, and consistent.
If callers mainly want appointments: make the booking flow simpler, and ensure it always ends with a clear next step.
If callers mostly want quotes: make sure the assistant captures the minimum viable details (name, contact, what they need, urgency, location).
Day 4 to Day 5: fix repeat problems
Find any question the assistant answered “oddly” more than once.
Decide whether the fix belongs in Behaviours or Knowledge Base:
Use Behaviours when
It is about how the assistant should act (tone, process, boundaries, when to offer callback, when to use a tool).
Use Knowledge Base when
It is about facts (pricing, services, coverage, policies, addresses, cancellation rules, what you sell).
Day 6 to Day 7: consistency and handover quality
Focus on what your team receives after the call:
Are messages complete enough to act on?
Are names, phone numbers, email addresses captured correctly?
Are follow-ups clear: what the customer wants, when they want it, how urgent it is?
If not:
Add a Behaviour for how to confirm details: “repeat back the key details once, then end.”
Add short examples of good message capture (one paragraph, not a full transcript).
A simple weekly cadence you can stick to
Daily (10 minutes): scan the last 10 calls, fix the biggest repeated issue.
Weekly (30 to 60 minutes): update Knowledge Base for new FAQs, seasonal changes, pricing changes, and policies.