Have you ever missed a business phone call and felt guilty? Did you return the call quickly? Businesses can’t work without customers and telephone calls are a major way to access customers. Despite the internet being such an easy way to communicate and do business, most business revenue is created from telephone calls for small to medium sized businesses.
Missing calls or neglecting to answer calls is a great way to hurt your business. While you won’t be able to catch every call that comes your way, you will be noticed for regularly missing calls if it happens on a regular basis.
You’ll start losing potential customers and current customers to competitors that do answer their phone and make their customers feel like a priority. Here is a look at why it’s so important to never miss a business phone call.
Caller satisfaction & Revenue
Building a relationship with a customer requires both communication psychology and integrated technology. Not only will your completed business calls generate revenue, but your customers will have higher satisfaction. The satisfaction from a successful phone call leads to return business and further growth, along with a flourishing reputation.
Caller satisfaction has been studied over the years to help business owners understand the needs of their customer base. It turns out that around 78% of new customers that aren’t contacted after leaving a message will end up going with an alternative company.
Almost every new customer that was put on hold for two minutes or more reported the customer service to be unsatisfactory (around 90%). 86% of new customers that received a busy signal twice would contact another company and 94% of new customers whose calls weren’t answered would simply go with another company.
What does this mean?
This shows that your new customers want an immediate response, a quick call back on the rare occasion their call is missed, short hold times and no busy signals. One way to accomplish this is to have multiple lines which can avoid busy signals for your customers.
Have an efficient office that doesn’t require long hold times, and answer the first time every time. For a short-staffed office, one solution is that you can set up a stand-alone answer phone setup. While this isn’t ideal for customer satisfaction, as long as your customer is connected after a short time they will accept this procedure.
Beware of Phone Rage
While road rage used to be the worst form of rage, phone rage is now taking the cake. Callers have said that their biggest frustrations include a long amount of time to complete a call and a lack of satisfactory response from the company leading to poor customer service. Escalating the caller to an angry customer resolution line or using technological advances will improve the customer service.
A missed call alerts component can be installed on your virtual switchboard to record the phone number of a missed call. This means that if your caller hangs up before someone was able to answer, you’ll receive an email with the time, date and phone number of the incident so that you can return the call immediately.
Consider installing a system that distributes inbound calls to multiple landlines on a rotational basis so that your calls will go to the first available operator. Use technology to your advantage and hire virtual receptionists willing to stay on top of the phone lines in order to avoid missing phone calls. It’s your revenue at risk when you miss calls.