Phone setup, answering services, and call protocols to keep your answer rate above 88%
Google factors your call answer rate directly into LSA ranking. A missed call is not just a lost lead — it signals poor responsiveness and can drop your ranking position. Use this checklist to build the infrastructure that keeps you above the 88% threshold.
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| # | Checklist Item | Done? |
|---|---|---|
| 1 | Business phone set up on a VoIP platform (not just a personal cell) with ring group capability | |
| 2 | Simultaneous ring enabled so multiple phones ring at the same time when a lead comes in | |
| 3 | LSA profile hours match the hours you actually answer calls (do not set 24/7 if you stop at 7pm) | |
| 4 | Voicemail greeting is professional and includes an emergency option for after-hours urgent calls | |
| 5 | SMS or email alerts enabled in LSA dashboard so message leads get an instant notification | |
| 6 | Auto-response message configured for LSA message leads with expected response timeframe | |
| 7 | Overflow answering service set up or evaluated for peak season coverage | |
| 8 | Answering service has your intake script: name, address, job type, urgency, callback time | |
| 9 | Call answer rate reviewed in LSA dashboard within the last 30 days | |
| 10 | Answer rate is at 88% or higher (if not, root cause identified and addressed) | |
| 11 | Storm/peak surge coverage plan documented: overflow service notified, triage questions ready, callback timeline set | |
| 12 | If messaging is enabled: notifications are on and average response time is under 2 hours during business hours |