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Call or nothing: How missed calls can spell disaster for your business

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Missing business calls can really impact your business. When it comes to running a business, there just aren’t enough hours in the day. Whether you’re rushing about from meeting to meeting, delegating work to employees, or sifting through accounts, answering the phone is likely to be far from your top priority.

You may feel that, in the grand scheme of things, the odd missed call will have little to no impact on your business. If the call is that important, they’ll ring back, right? Wrong. Many business operations take place entirely over the phone, meaning that missed calls really can spell disaster for your business.

Why missed calls happen

There are several reasons why your business might miss a call. It may be that you have insufficient staff to answer the phone, or, if you do have sufficient staff, their focus may be elsewhere, such as dealing with emails and internal communications.

It could even just be that your business chooses not to prioritise phone-based customer service, or that a customer is calling after hours. Or, your business may be redundant of the technology to match the inundation of customer/client demand.

What happens when your business misses a call?

Realistically, there are only a few things can happen if your business fails to take a call. The most likely outcome is that the phone rings until the customer or client loses patience and hangs up.

Another possible outcome is that the caller is put on hold and then placed in a queue, where they are also likely to lose their enthusiasm, depending on the length of time they are left waiting.

The caller may even be put through to voicemail, with the option to leave a message. We concede that the prior outcomes may not seem catastrophic, but research suggests that 85% of those whose calls are not answered will not call back – potentially a huge loss of business in just a few missed rings.

In addition to this, it’s likely that should customers not get an answer, they will let their family, friends and colleagues know. Bad customer service is actually 1.6 times more likely to be spoken about than good customer service, and also equates for a loss of more than£30 billion each year for UK businesses.

Solutions for missed calls

So, we’ve established that not answering the phone is simply not an option for your business. However, being able to answer every call is also unrealistic. With this in mind, consider a cheap call answering service.

A telephone answering service involves a team of specially trained experts answering your calls when all of your lines are engaged, nobody is free to take a call, or even when your office is closed. If you’re unable to get to the phone, someone will answer the call for you; immediately polite and professional. You’re able to tell the call answering service exactly what you want them to say, and can even have calls transferred so your customers will be none the wiser.

About Business Woman Media

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