What a missed call actually costs a roofing company
Ask a roofer how many calls they missed last week and you'll usually get a shrug. Nobody counts. The phone rang, someone was on the other line or on a roof, it went to voicemail, and most of those people never left a message.
Here's the math on one modest storm week. Say 120 inbound calls come in over five days. Your office answers 70 of them. The other 50 hit voicemail. Industry surveys of home-service callers consistently show most people who reach voicemail hang up and call the next company, so figure only a small share ever call back. Even at a conservative close rate on the ones that did get through, and an average storm job well into the thousands, those unanswered calls represent a very large amount of revenue that walked to a competitor before you even knew it existed.
The problem isn't your office manager
She's answering as fast as she can. The problem is a single person can't be on two lines, and she can't be at a desk at 9pm when the hail stopped and everyone with a ladder started calling. This is what "backup" means: not someone better than her, someone available when she isn't.
What recovery looks like
Ring your office first, always. If nobody picks up by the third ring, or it's after hours, a backup agent answers in your company's voice, asks the same qualifying questions your best person would, books an inspection into a real slot, and texts the customer a confirmation. The next morning, the job is on the calendar and the transcript is in your app.
You don't have to guess what it's worth anymore. Count the calls recovered, the jobs booked, and the revenue that used to go to voicemail. That's the whole point of a monthly report card.