Reporting

How do I audit phone calls for quality?

Every call through RootLogic is recorded — use those recordings to coach your team and find out exactly where leads are dropping off during the phone intake.

Open the contact record for the lead you want to review

In RootLogic, click Contacts in the left sidebar and search for the person by name or phone number. Click their name to open the contact record.

Navigate to the Activity tab

Inside the contact record, click the Activity tab near the top of the right panel. All call history for that contact is listed here in chronological order.

Find the call and click the play button to listen

Each call entry shows the date, time, duration, and a small play icon. Click the play button to stream the recording directly in your browser — no download needed.

Listen for the four intake fundamentals

As you listen, check: (1) Did the team answer within 3 rings? (2) Did they ask open-ended questions about the patient's hair loss history? (3) Did they offer a specific appointment time, not just "when are you available"? (4) Did they confirm the appointment with the patient before hanging up?

Add a note to the contact record with your findings

After reviewing the call, scroll up in the contact record and click Add Note. Log what you observed — good or bad — so the pattern is visible during your next review cycle. This also helps VMMG understand whether a low conversion rate is a lead quality issue or a phone intake issue.

Pro tip: Pull 5 calls per week from leads that did not convert to a consultation and 5 that did. Compare them side by side. The difference in how your team handles objections is almost always visible within the first 60 seconds of the call.

How do I audit phone calls for quality?

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