# Phone Call Handling (Quo)

#### Team Roles

<div id="bkmrk-%E2%80%A2-clara-%28call-catche">• **Clara** (Call Catcher): answers, triages, logs, routes, schedules callbacks</div><div id="bkmrk-%E2%80%A2-jake-%28ops-%2B-sales-">• **Jake** (Ops + Sales Intake): qualifies new projects, schedules, handles ops + most sales calls, basic data/tool guidance</div><div id="bkmrk-%E2%80%A2-sam-%28data-technici">• **Sam** (Data Technician): deliverables/tech support, data questions, access issues, formats</div><div id="bkmrk-%E2%80%A2-jared-%28owner%2Fexper">• **Jared** (Owner/Expert): escalation only (complex scoping, big $$, surveyor/engineer-level nuance, relationship saves)</div><div id="bkmrk-">  
</div>#### 1) Primary Goals (every call)

<div id="bkmrk-1.-answer-quickly-%28l">1. **Answer quickly** (live answer preferred)</div><div id="bkmrk-2.-identify-caller-%2B">2. **Identify caller + intent in 10 seconds**</div><div id="bkmrk-3.-route-to-the-righ">3. **Route to the right owner**</div><div id="bkmrk-4.-if-not-answered-%E2%86%92">4. **If not answered → capture + scheduled callback (never “lost”)**</div><div id="bkmrk--1">  
</div>#### 2) Standard Greeting + 10-Second Triage (Clara uses every time)

<div id="bkmrk-greeting%3A">**Greeting:**</div><div id="bkmrk-%E2%80%9Chowdy%21-texas-drone-">“Howdy! Texas Drone Company, this is Clara. How can we help you?”</div><div id="bkmrk-triage-question%3A">**Triage Question:**</div><div id="bkmrk-%E2%80%9Cis-this-about-a-new">“Is this about a new project or an existing project?”</div><div id="bkmrk-if-new%3A">**If New:**</div><div id="bkmrk-%E2%80%9Cgreat-%E2%80%94-if-you-can-">“Great — if you can tell me what are you trying to accomplish, I can route you to the best person.” (then route per Section 3)</div><div id="bkmrk-if-existing%3A">**If Existing:**</div><div id="bkmrk-%E2%80%9Cgot-it-%E2%80%94-is-this-ab">“Got it — is this about scheduling, deliverables/data, or billing/admin?” (then route)</div><div id="bkmrk-always-capture-befor">**Always capture before transferring:**</div><div id="bkmrk-%E2%80%9Cbest-callback-numbe">“Best callback number and email in case we get disconnected?”</div><div id="bkmrk--2">  
</div>#### 3) Routing Matrix (Who gets the call)

<div id="bkmrk--3">  
</div>##### A) New Project / Exploratory Sales

<div id="bkmrk-examples%3A-%E2%80%9Cdo-you-do">**Examples:** “Do you do LiDAR?”, “Need a topo”, “Need progress photos”, “Need stockpile volumes”</div><div id="bkmrk-%E2%9C%85-route-to-jake-%28pri">✅ **Route to Jake (Primary)**</div><div id="bkmrk-escalate-to-jared-on">**Escalate to Jared only if:** engineer/surveyor-level specs, unusual constraints, large opportunity, pricing exception.</div><div id="bkmrk--4">  
</div>##### B) Existing Project — Scheduling / Changes / Field Ops

<div id="bkmrk-examples%3A-reschedule">Examples: reschedule flight, access issues, site coordination, weather timing</div><div id="bkmrk-%E2%9C%85-route-to-jake-%28pri-1">✅ **Route to Jake (Primary)**</div><div id="bkmrk--5">  
</div>##### C) Existing Project — Deliverables / Data / Tech Support

<div id="bkmrk-examples%3A-can%E2%80%99t-open">Examples: can’t open link, missing files, format requests, coordinate system questions, revisions to exports</div><div id="bkmrk-%E2%9C%85-route-to-sam-%28prim">✅ **Route to Sam (Primary)**</div><div id="bkmrk-backup%3A-jake-if-sam-">**Backup:** Jake if Sam unavailable</div><div id="bkmrk-escalate-to-jared-on-1">**Escalate to Jared only if:** dispute risk, major scope change, or technical decision impacts contract/pricing.</div><div id="bkmrk--6">  
</div>##### D) Billing / Admin

<div id="bkmrk-examples%3A-invoice%2C-p">Examples: invoice, payment, W-9, COI, vendor calls, recruiting</div><div id="bkmrk-%E2%9C%85-route-to-sam-%28prim-1">✅ **Route to Sam (Primary)**</div><div id="bkmrk-backup%3A-jake-if-urge">**Backup:** Jake if urgent payment needed</div><div id="bkmrk--7">  
</div>##### E) Sales Partners / High-Value Relationship Calls

<div id="bkmrk-examples%3A-survey-fir">Examples: survey firm partnership, enterprise client, sensitive negotiation</div><div id="bkmrk-%E2%9C%85-route-to-jake-firs">✅ **Route to Jake first (screen) → Jared if needed**</div><div id="bkmrk--8">  
</div>##### F) Spam / Solicitors

<div id="bkmrk-%E2%9C%85-clara-filters-quic">✅ Clara filters quickly; do not transfer.</div><div id="bkmrk--9">  
</div>#### 4) Transfer Rules (Clara)

<div id="bkmrk-%E2%80%A2-warm-transfer-when">• **Warm transfer** whenever possible:</div><div id="bkmrk-%E2%80%9Ci%E2%80%99m-going-to-connec">“I’m going to connect you with Jake — he handles new project scoping. One moment.”</div><div id="bkmrk-%E2%80%A2-if-the-destination">• If the destination doesn’t answer: **do not bounce the caller around.**</div><div id="bkmrk-offer-a-callback%3A-%E2%80%9Cj">Offer a callback: “Jake’s tied up — I can have him call you back when it's convenient for you. What’s a good time?”</div><div id="bkmrk--10">  
</div>#### 5) Voicemail / Missed Call Standard (use same wording)

<div id="bkmrk-%E2%80%9Chowdy%21-thanks-for-c">“Howdy! Thanks for calling Texas Drone Company. Please leave your **name**, **company**, **jobsite city**, what you need help with, and your **best callback number**. If this is an existing project, mention the **project name**.”</div><div id="bkmrk-clara-logs-the-voice">Clara logs the voicemail and routes it within **15 minutes** during business hours.</div><div id="bkmrk--11">  
</div>#### 6) Minimum Call Log (Clara records every inbound)

<div id="bkmrk-log-fields-%28crm-or-s">Log fields (CRM or sheet):</div><div id="bkmrk-%E2%80%A2-date%2Ftime">• Date/Time</div><div id="bkmrk-%E2%80%A2-caller-name-%2B-comp">• Caller name + company</div><div id="bkmrk-%E2%80%A2-phone-%2B-email">• Phone + email</div><div id="bkmrk-%E2%80%A2-new-vs-existing">• New vs Existing</div><div id="bkmrk-%E2%80%A2-category-%28sales-%2F-">• Category (Sales / Ops / Deliverables / Billing / Vendor)</div><div id="bkmrk-%E2%80%A2-routed-to-%28jake%2Fsa">• Routed to (Jake/Sam/Clara/Jared)</div><div id="bkmrk-%E2%80%A2-outcome-%28answered-">• Outcome (answered / voicemail / callback scheduled)</div><div id="bkmrk--12">  
</div>#### 7) Escalation to Jared — Only When…

<div id="bkmrk-%E2%80%A2-engineer%2Fsurveyor-">• Engineer/surveyor is asking for specific deliverables/accuracy/datum and it affects scope</div><div id="bkmrk-%E2%80%A2-opportunity-is-hig">• Opportunity is **high value** or strategic partner</div><div id="bkmrk-%E2%80%A2-conflict%2Fdispute-r">• **Conflict/dispute** risk</div><div id="bkmrk-%E2%80%A2-pricing-exception-">• Pricing exception / custom terms needed</div><div id="bkmrk-anything-that-%E2%80%9Cfeels">Anything that “feels like a landmine”</div>