MMDSolutions

Free callback resource

Free Callback Tracker Template for Small Businesses

By MMD Solutions Ltd · Published · 3 min read

A missed-call list tells you who rang. A callback tracker tells you who is dealing with it and what happens next. Download the blank sheet and make it part of the way you review enquiries.

Free Callback Tracker Template for Small Businesses
Free Callback Tracker Template for Small Businesses

Download the blank callback tracker

Download the callback tracker (CSV)

No signup is needed. Import the CSV into Excel or Google Sheets and save your working copy in a location only your team can access. It contains column headings and blank rows, with no customer data or macros. You can also print this guide as a setup reference.

When importing, treat the phone and reference columns as text so leading zeroes and international prefixes are preserved. A shared team drive is easier to manage than several copies attached to emails.

What each enquiry row needs

  • Received at and source: when the enquiry arrived and whether it came by phone, voicemail, web or WhatsApp.
  • Name, phone and job postcode: enough context to contact the right person.
  • Enquiry summary: the customer’s request, with uncertain details marked for confirmation.
  • Owner and status: one person responsible, with a clear current state.
  • Next action and due date: what the owner will do and when.
  • Last attempt and outcome: what happened and whether the enquiry needs another action.

You do not need a separate column for every detail of a job. Link to the quote or customer record when the enquiry moves into your main system. Keep sensitive information out of a general callback sheet.

An example row, using made-up details

Received: Monday 09:15 · Caller: Alex Example · Phone: 07700 900123 · Summary: wants to discuss a tap replacement · Owner: office · Status: New · Next action: call after 15:00 · Outcome: awaiting callback.

The important part is the action. “New” should mean someone still owes the customer a response. After a call, record “quoted”, “visit to arrange”, “not proceeding” or another agreed outcome, with a new action if anything remains open.

Use a short daily review

At the start of the review, find due and overdue actions. Work through those before sorting every row by newest first. After each attempt, update the row while the conversation is fresh. Agree who covers the queue when the usual owner is away.

An unanswered callback is still an open enquiry. Set the next attempt or a final-message decision; do not mark it completed just because a call was dialled. Our callback checklist covers the steps in more detail.

When a spreadsheet becomes too much admin

A sheet is useful while one person can maintain it. Once several people are copying messages between tools or losing track of ownership, connect the capture step to your CRM. We can save the message, match the customer and create the next action in your normal working view.

The CRM integration guide shows the choices. Keep the tracker’s simple questions even after the software changes: who owns this, what happens next and when will we review it?

Sources and review

Reviewed 17 October 2026.

This is an original MMD template, not a measured conversion study. The sample phone number and enquiry are fictional.

Plan the human follow-up too: use the free callback checklist and customer reply templates.

All guides

Contact us

Tell us what you need help with. We’ll reply by email to discuss the next step.

We’ll use your details to reply. This won’t subscribe you to marketing.

How we handle your details

Your enquiry is stored securely and may be emailed to our support inbox. Only authorised staff and our hosting and email providers have access. We keep it only as long as needed to respond and meet record-keeping obligations. To ask about access, correction or deletion, email support@mmd-solutions.co.uk. This form does not subscribe you to marketing.

Or email support@mmd-solutions.co.uk

Help shape MMD

Start with a free 15-minute conversation about the admin taking up your evenings. If there is a fit, choose Callback alone or add enquiry, quote and payment follow-up.

Discuss a paid pilot

From £49 for 30 days + £49 standard setup (£98 first payment), before any applicable VAT. Starts on activation. Continuing after day 30 needs your explicit agreement. No obligation to buy or join a mailing list.

Read the pilot details and allowances

Optional analytics

Privacy and offer details

With your analytics permission, MMD also counts completed admin-estimator calculations by day and broad weekly time-saving range. The estimator does not send entered figures, contact details or a visitor identifier. These aggregate counts describe tool use and assumptions, not verified savings. Our hosting provider still processes ordinary request metadata; hashed network counters are used briefly for rate limiting. Google receives the named calculation event. Rejecting analytics keeps this optional measurement off; the calculator still works.

This website is provided by MMD Solutions Ltd, company 17265591, 15 Neptune Court, Vanguard Way, Cardiff CF24 5PJ. Guides are general information. The phone demo is a live, short-lived demonstration. CRM connections require separate setup and are not enabled by the public demo. Browsing or sending an enquiry creates no paid subscription. Prices, service scope and subscription terms must be agreed before purchase. Nothing here limits statutory consumer rights.

Analytics is optional and separate from the research conversation and paid pilot. Using this website or reading these terms does not subscribe you to email marketing. Contact support@mmd-solutions.co.uk with privacy questions.

If you accept, Google Analytics receives information about visits, device and browser types, traffic sources and interactions. We don’t send your name, email address, phone number or enquiry message to analytics. Advertising features are disabled.

GA4 user and event data is retained for up to 14 months; aggregated reports may be kept longer. We remember your choice on this device for six months. You can change it at any time using Pilot & cookies in the footer. Rejecting stops future analytics collection and removes our Google Analytics cookies; it does not erase data already collected.

MMD Solutions Ltd is responsible for this website’s analytics. Google may process data outside the UK. See how Google uses information from this site and Google’s privacy policy. To ask about your data or your privacy rights, email support@mmd-solutions.co.uk. You can also raise a concern with the Information Commissioner’s Office.

The paid pilot lasts 30 days from activation. Callback costs £49; Callback with either Enquiry & quote follow-up or Invoice & payment reminders costs £68; Callback with both additions costs £87. There is one £49 standard setup fee, making the first payment £98, £117 or £136 respectively. Prices are before any applicable VAT. Standard setup covers compatibility checks, standard configuration, message templates, testing and a handover, with up to one hour of setup time. We confirm availability, compatibility, scope and costs before you agree to start. Each addition includes 50 outgoing SMS segments per service month and normal customer replies. Long texts can use more than one segment. We notify you before the limit and pause additional automated messages at the cap. A £10 prepaid top-up for 100 outgoing segments needs your approval; no automatic overage charges. At day 30 you explicitly choose whether to continue at the same monthly price, held for your first three months. After that agreement, the service renews monthly; you can cancel the next renewal through the billing portal or by contacting us. If you do not continue, we agree how to return call handling to its previous setup. Existing customers pay £19/month per addition and one £49 setup fee to configure one or both additions. Custom integrations are scoped and quoted separately, with third-party fees and any maintenance agreed before work starts. Research participation, marketing and analytics are separate choices. Honest feedback is welcome; no positive review is required and the initial conversation carries no obligation to buy. Callback includes up to 20 voicemail messages or 20 processing minutes per service month, whichever is reached first, for one business number. Each message is counted separately and its duration is rounded up to a whole processing minute: a 20-second message uses 1 minute; a 61-second message uses 2. Messages are limited to 2 minutes. Unused allowance does not roll over. We confirm activation and reset dates, and how calls are handled at the limit, before activation. Extra callback usage must be agreed separately; there are no automatic paid top-ups.

 Chat on WhatsApp