Sample audit report · Training centre

English and programming courses, two branches

This is what a company gets after the audit. The company is invented; the report was written by the AI agent. The agent wrote the report in the company's language; this is its translation, proofread by us.

Amounts in the text are the invented company's own figures and prices, not ours. All samples and how to request an audit

Vektor Znaniy training centre: a review of how it works

1. In short

• The groups really are under-filled: 70% of places in the groups now running are taken, and 165 are free.
• The main loss is not at the first call but after the trial lesson: of the 500 people who came to a trial, 213 signed a contract. You have no rule that someone calls after the trial.
• The receptionists fall behind during the four weeks of enrolment, not all year round.
• We advise against buying the AI receptionist at 70 000 KZT a month for now: it saves no money, and the contract runs for 12 months.
• One receptionist cannot be left to cover two branches: each branch needs someone at the front desk, and classes run at the same time.
• There is nothing to check the subscriptions against yet: there is no bank statement. The first candidates for a check are the mailing service and the video-conferencing licences.

2. How the work runs today

Over four months, 1 639 client enquiries reached the enquiry-tracking system, about 396 a month. A third come from WhatsApp (32%); the rest come from the website, advertising and Instagram. Each branch has one receptionist; on her weekday off, and when she is on holiday or off sick, the academic coordinator covers the desk. The receptionist both staffs the desk and answers enquiries: by her account, at normal times enquiries and messages take about 2 hours a day.

A normal week brings 71 enquiries. From 17 August to 13 September it was 165 a week, 2.3 times as many. In those weeks, the receptionist says, enquiries sit for 2 days, dealing with them takes the whole day, and they still cannot keep up.

About 121 people a month come to a trial lesson. What happens to them after that is left to chance: "we call when we remember".

3. Where the firm is losing, and why

After the trial lesson. Of the 500 who came, 213 signed a contract — 43%. Another 149 were closed as lost with no reason given, and 76 people are still at "trial held": neither a contract nor a loss; for 61 of them the trial was more than a week ago. These are people who have already come to you and seen a lesson.

During the enrolment weeks. Of the enquiries from those four weeks, 22% (145 of them) are still marked as new, half of them for 22 days or longer. In the other weeks the figure is 3.5%.

No-shows for the trial. 27% of those booked do not turn up, even though the system sends a reminder the day before. Why, nobody records.

The reasons for lost enquiries cannot be seen. A reason is recorded for 36% of lost enquiries. Of those recorded, the most common is "the timetable didn't suit" (22%). It may be that some of the free places are at the wrong times, but there is nothing to prove it with yet.

What did not hold up.

• "They don't have time to call everyone" as the reason for under-filled groups all year round: outside enrolment, 3.5% of enquiries are new and unprocessed. Response time cannot be calculated — the log of calls and messages has not been exported.
• Evening and Sunday enquiries (26% of the total) are dealt with on the morning of the next working day, and no harm from that can be seen: 22% of them end in a contract, against 17% of daytime ones.
• The vendor's promise of one receptionist for two branches: classes run in both branches at once in 15 of the week's 23 teaching slots, and there is nobody to provide cover — the academic coordinator already covers days off and holidays.
• Classrooms and teachers are not what is holding growth back: according to the academic coordinator, new students can be taken on without adding either.

4. What to change, and in what order

1. Now, free. A rule in the enquiry-tracking system: the day after a trial, a task to call the client. About 5 minutes per call — roughly 10.1 hours a month between the two receptionists. Start with the 76 people who are already stuck.
2. Now, free. Make the reason mandatory for a lost enquiry and for a no-show. Without that, you will have just as many questions in six months' time.
3. By the end of the month. Get the bank statement and the service contracts from the accountant. Cancel anything only after checking the contract term and the penalty.
4. Before the next enrolment. A temporary assistant for the receptionist: 240 000 KZT for six weeks. Your surge lasts four weeks, so the length is worth discussing. This is a cost, not a saving.
5. Do not do. The AI receptionist: 150 000 KZT to set up and 70 000 KZT a month — 990 000 KZT in the first year. It works only in WhatsApp; it does not take calls, draw up contracts or staff the desk. Cutting a receptionist is not worth doing either.

5. How we close this

The loss after the trial lesson. We will set up the call rule in your system. Next comes the Request follow-up agent: every day it finds clients who came to a trial and were left with no next step, reminds the receptionist and messages the client using wording you have approved. From you: access to the system, a decision on who makes the calls on the receptionist's day off, approval of the texts, and consent to client data being passed to an external model. We test it for two weeks, comparing the share of trial attendees who sign a contract with today's 43%. The agent is built for the task; it can be started only once the system begins to release the history of enquiries — at present it releases only a list.

The reasons for lost enquiries cannot be seen. We will make the reason a mandatory field and write down what each stage means: at present nobody in the firm can explain this.

Enrolment. We will set up an alert to you about any enquiry that stays new for more than one working day. Whether to take on an assistant is your decision.

These three pieces of set-up all belong to our "Groundwork" package (preparation and set-up). We will name the price of the package and of the agent after the review, before any work starts. Language-model costs are billed separately, on actual use.

Nothing to sell. The AI receptionist and the staff cut come down to your own decision not to go ahead. As for the subscriptions, until there is a statement there is nothing to go through; after that it is a list, and your decision on each line.

Not for an agent: the front desk, taking payment, contracts, prices and discounts, the conversation with a parent after the trial, and complaints.

6. What this gives, and what we do not promise

• Money. None of these changes reduces what you pay out: the confirmed saving is zero. A saving on subscriptions is possible, but the amounts are not known.
• Hours. The call rule adds work — about 10.1 hours a month — rather than taking it away. The agent can take on part of those hours, no more.
• People. Both receptionists stay. Time freed up for someone on a salary is not money.
• New contracts. We do not know how many clients a call after the trial will win back, and we do not promise a figure: the trial will show.

7. What is missing, and how to check

• The log of calls, messages and stage changes from the enquiry-tracking system — ask its supplier for it. Without it, response time cannot be calculated.
• A bank statement for 12 months and the service contracts — from the accountant.
• How much time goes specifically on WhatsApp and on calls: nobody has counted. The phone system is not connected to the enquiry system, so missed calls cannot be seen.
• How the receptionist at the second branch handles enquiries: we were not given the chance to talk to her.
• Whether extra pay is given for the enrolment season: none of the people we interviewed knows.

The numbers to compare before and after: the share of trial attendees who sign a contract (43% today) and the number of clients left hanging after the trial (76 today). It is worth coming back to the decision on the AI receptionist two to three months after the call rule and the mandatory lost reason are in place — and only if it turns out that the time really is going on routine questions in WhatsApp.

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