Aircall System Audit & Optimization

Project Overview We're looking for an experienced Aircall consultant to perform a comprehensive audit of our current Aircall phone system and recommend improvements based on industry best practices. Our Aircall account is fully operational and used daily across multiple service businesses. The system was built internally, and we're looking for an expert to evaluate our setup, identify opportunities for improvement, and help us optimize the platform for growth. This is not a complete rebuild. Our objective is to streamline workflows, improve reporting, strengthen coaching, and ensure we're using Aircall to its fullest potential. Project Objective Optimize our Aircall system using industry best practices to improve customer experience, operational efficiency, reporting, and employee coaching. We're looking for someone who can benchmark our current setup against high-performing service businesses and recommend practical improvements that will help us scale. Scope of Work The consultant will: Conduct a full audit of our Aircall account. Review phone numbers, users, teams, permissions, routing, IVRs, business hours, and call flows. Evaluate current integrations and recommend improvements where appropriate. Identify ways to simplify workflows and improve the customer experience. Review and optimize call routing to ensure customers reach the right person the first time. Evaluate our missed-call process and recommend recovery workflows or automations. Review our after-hours call handling and customer experience. Recommend improvements to call tagging and call dispositions. Design and implement meaningful reporting dashboards and leadership scorecards. Develop KPIs that allow leadership to monitor performance effectively. Review and optimize Aircall AI features, including call summaries, sentiment analysis, transcription, and coaching tools where applicable. Develop a structured Quality Assurance (QA) and call coaching program. Create a coaching scorecard managers can use to consistently evaluate calls. Recommend automation opportunities that reduce manual administrative work. Evaluate whether the current setup will scale as our business grows. Document recommendations and provide implementation guidance. Conduct a virtual walkthrough with leadership after completion. Reporting & Scorecards Help us build meaningful reporting around metrics such as: Answer rate Missed call rate Speed to answer Average talk time First-call resolution (when applicable) Outbound call activity Call tagging consistency Team and individual performance Customer experience trends We'd also like recommendations on what different members of our leadership team should review weekly. Coaching & Quality Assurance Build a practical coaching process that includes: Call listening workflow QA scorecard (8–10 measurable criteria) Coaching recommendations Manager review process Best practices for ongoing employee development Deliverables Comprehensive Aircall audit report Prioritized list of recommendations Updated Aircall configuration (as approved) Leadership dashboards and scorecards QA and coaching program Administrator documentation Leadership training session Ideal Experience We're looking for someone who has: Extensive experience implementing and optimizing Aircall Experience with customer service and call center operations Knowledge of call routing, IVRs, and workflow design Experience creating QA programs and coaching systems Strong reporting and KPI development skills Experience integrating Aircall with CRM platforms Excellent communication and documentation skills Success Looks Like Success will be measured by: Improved customer experience Simpler workflows for our team Better visibility into performance Reduced administrative effort Actionable reporting for leadership A scalable phone system that supports future growth We're not looking for someone to simply turn features on—we're looking for an expert who can evaluate our current setup, recommend best practices, and leave us with a cleaner, more efficient system that's easy for our team to manage and grow with.