Missed Calls = Lost Business - Dan Cattermole, Director, SmartOffice

Friday 11 November 11:53

In the past the perception was that if a business missed a call, it wasn’t an issue as the caller would leave a voicemail message and would wait to be called back.

In reality this happened a lot less regularly than we believed. Leaving a voicemail message for some is slightly anxietyinducing not to mention the fact the caller could not be sure that either 

  • the message had been listened to
  • when or even if they would be called back.

Fast forward to the current day where communication in many areas has become so much more instant that just the idea of one leaving a voicemail message seems highly inefficient and improbable, hence the reason a number of multi-national companies are now considering doing away with voicemail all together. Indeed, a recent survey suggests 85% of callers whose initial call is not answered never call back again.

There is not only the potential financial cost of missing calls, with the risk that prospective clients will look elsewhere and current clients wanting to buy more aren’t able to reach you, but also the reputational impact to your business
of nobody answering the telephone. What does this say about your customer service ethos and the professionalism of your firm?

The good news is that technology is now allowing businesses to easily outsource the answering of their telephone calls to a local specialist provider, either as a dedicated virtual reception service or as an overflow service when the internal resource is not able to handle the calls. This ensures customer service levels remain high whatever the volume of calls and level of resourcing within the business. As the number of communication channels for customers to contact businesses by
have increased, so it makes even more sense to outsource the management of those inbound communication channels, which includes calls, website chat and other social media communication, to a third party which has the resources to
handle this area efficiently.

These solutions work effectively for businesses of all sizes, whether it is companies with a larger team or sole traders who simply work from a mobile phone.

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