Many companies make the mistake of assuming missed calls are not vital to their business. Given that there is a lot of emphasis on digital communication in our modern world, it is easy to assume that these phone calls are not important since you can rely on social media and email.
However, when you look at the statistics, it shows otherwise. Calls that are left unanswered are more important than we assume. 80% of communication for most businesses takes place over the phone. This is even with many customers are trying to reach you through email and social media. This statistic is one that too many companies ignore, and it can result in lost business and revenue.
Clients see the phone as one of the best tools to get in touch with your business and resolve problems quickly. It is also a crucial way for you to help your customers. Missing a call can make your customers frustrated because their issues are not resolved and make them feel you are not providing them with a solution that they need. It also looks unprofessional.
Missed business calls are the ones in which the customer:
- End the call themselves because they lose interest.
- They are put into a queue and then are given a chance to have someone call them back later.
- Is given the option to leave a message.
There are many reasons you may not be able to answer all incoming calls for your business. You may not have sufficient staff to handle the calls. You may be away from the desk and unable to answer. Or you may be busy and must let some calls go. None of these are suitable for your business when it comes to revenue.
Missed Calls will Cost You in Revenue
When your customers cannot get ahold of you and become frustrated or are not able to make a purchase, it will impact your revenues. You may lose that customer for the day or for life.
You may assume the customer will get back to you, but close to 85% of the people who call and do not get an answer will never call back, meaning that you lost that opportunity forever.
The Lasting Effects of Missed Calls
Missing calls usually results in poor customer service, and many long-term problems can become of this. There are many side effects of poor customer service.
- You start to gain a bad reputation with your customers.
- Word of mouth advertising will suddenly go against you.
- Decreases overall sales.
- Produces leads that end up not converting.
How to Fix This Problem
Recognizing that you have a problem with missing calls and poor customer service is one of the first steps to making things better. Now it is time to develop an action plan that will make it easier to answer all inbound calls and provide the best support to your customers.
Analyze where the calls come from: Look into what number the customers call and how they find your number. Understanding what calls you miss will help you to manage inbound calls better.
Analyze the call frequency and volume: When do you notice most of the missed calls occur, and how often do you receive those calls. This information can help you assign employees to be as efficient as possible.
Evaluate the solutions you have: Are your current solutions enough to handle the call volume, or do you need to make some changes?
You may need to outsource calls to a call center that can help you ensure every call is answered and handled appropriately. If you need help with a small office, then having the calls answered by a virtual assistant may work. If you run a large business, you may want to consider more involved answering services.
While many companies assume that missed calls are not a major concern, it can affect many aspects of your business and reduce revenue. Develop a plan to help missed calls so that you can improve your customer service and not miss out on opportunities. Ansafone Contact Centers can help you develop and execute a customized plan that fits your company’s needs.
About Ansafone Contact Centers
Ansafone Contact Centers is an award-winning BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omnichannel services, fully equipped to help you with your business and with any special circumstances.
Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.