The answer to this question will have a different value for different businesses and therefore will be calculated on an individual basis. For instance, a missed call to funeral director could be worth around £4,000* while a travel agent may potentially lose £5,000** for a family holiday.
Not every call will result in a sale, so if a funeral director books one in three enquiries, they would lose an average of £1,333 and if travel agents book holidays for one in five of their callers, they could lose an average of £1,000.
Whatever the formula that needs to be applied to your business, missed calls are bad news. Even if you are not losing sales, your customer service may not be as good as it could be if you were answering all your calls.
Businesses can take control of their call management with software and analytics connected to their telephone system or contact centre solution.
These will give you a clear picture of whether you have the right number of staff available to answer your calls with statistics broken down by day of week and by time of day to truly hone staff availability.
Businesses can also use wallboards as a visual prompt to let staff and management know when calls are waiting to be answered, have been missed or are active. Wallboards can be customised to suit specific business needs and can even assign estimated order values to successful inbound and outbound calls, so staff can see the potential revenue in the queue of calls waiting.
Reports can be scheduled to be delivered straight to management inboxes for constant review while live statistics can be accessed anywhere on an app via a PC, laptop, tablet or mobile.
Most businesses will benefit from this intelligence. It’s hard to think of one that wouldn’t! Even organisations that do not sell anything will undoubtedly see positive results. A good example of this a GP surgery where answering patient calls is paramount to delivering the very best service, often under very busy and stressful circumstances.
Many of our customers use call management with software and analytics. We advise them of the best solution to meet their needs to help them survive and thrive in competitive markets or to provide the best possible customer, client or patient care.
If you are interested in understanding the value of a lost call to your business, please do not hesitate to contact us.