The real cost of missed calls

Posted on 6th August 2019 under Blog.

According to a BT survey, a massive 85% of potential customers won’t call back if their call goes unanswered first time and it’s estimated the cost of missing just one customer call is around £1,200.

This result’s to approximately a £90m loss for UK small and medium-sized businesses through unavailability when a potential customer call.

When asked to estimate the cost of being uncontactable by phone for a full 24 hours, decision makers put the figure far higher – on average over £9,000, and in some cases as high as £20,000.

An alarming 75% of those people will not leave a voicemail, and will simply hang up if their call isn’t answered. Instead, they’ll return to Google and call the next person on the list. At no point in the sales process are customers more likely to buy than when they are actively contacting a business – in fact, inbound sales calls are 14 times more likely to convert to a sale than a web lead, which means that these are the crucial calls no one wants to miss.

KloudPBX assisting in overcoming missed calls

iCall Suite

iCall Suite displays your key metrics in real time, allowing you to view your business analytics, whether that’s missed calls, which calls have been returned etc.

Identify peak times your business is receiving calls, using this software. Plan your work day around popular times where your expected to receive calls to ensure your reducing the chances of missing out on opportunities. From using iCall Suite you are able to discover the volume of calls to your business, for example, 11.00am to 1.00pm is an average peak time to expect calls. As a result of this information, you make sure your telephones are attended – enhancing our customer service and sales.

Mobile twinning

If you know you’re going to be absent from your office, or work telephone – mobile twinning is a positive option for you to consider. Mobile twinning supplies the user the ability to pair their smart phone to their office extension, so when the office receives an incoming call their mobile phone rings parallel to their work telephone. The benefit of this is that your mobile phone acts as your work phone whilst away from your desk, ensuring you do not miss any important calls.

Why is customer service important?

Customer service is often at the heart of a business – which aims to provide an exceptional service that leaves the customer feeling valued and respected. Although providing an excellent service can involve extra resource, time and money, when you get it right it will enable you to stand out from your competition, maintain a positive reputation among future customers and encourage existing customers to purchase from your business again.

missed calls