Unanswered calls might seem like a minor inconvenience, but they can have far-reaching consequences for your business's success and profitability.
In a world where instant communication is expected, each missed call represents more than just a lost connection; it’s a missed opportunity that could directly impact your business's return on investment (ROI).
Whether it’s a potential client reaching out with a query, a hot lead ready to make a purchase, or an existing client needing support, every unresponded call chips away at your company’s credibility and trustworthiness.
The significance of unresponded calls extends beyond immediate financial losses.
Unanswered calls harming business ROI can lead to missed opportunities, reduced customer satisfaction, and a decline in overall revenue.
They can also harm your brand’s reputation, as frustrated clients may turn to competitors who are more responsive. In industries where client experience is a key differentiator, the inability to promptly answer calls can be a major setback.
Your clients want you to be available 24/7, especially when deciding if they should buy/avail of your services. Missing out on a phone call and not calling back can make all the difference in making a sale.
Unanswered/unattended calls are a part of a bad client experience and 84% of clients say they would stop doing business with a company after a bad experience, according to Babel Force.
An unanswered missed call (and no follow-up later) can let a potential client down, leaving them hanging midway or worse, creating a bad reputation for your business.
Inbound calls are the most valuable leads of all. They convert 30% faster than online leads. It won’t be wrong to say that unresponded inbound calls are harming your business.
The Real Impact On Revenue from Unanswered Calls
Generally, inbound calls are made by a prospect to get more info about services, pricing, or process. The prospect already knows a bit about your business, and the right salesperson can push them through the finishing line.
When your team isn’t available to pick up a call and no one follows up on the unresponded calls later, you immediately lose out on the opportunity to make a sale or crack a deal.
Most people who call a business and don’t get a response never bother to call back.
A lead lost once is revenue lost forever.
If you don’t have the right technology, team, and temperament, your business will continue to lose money consistently over the years.
Do you want to find out how much money you lose on unresponded calls? Here’s a simple formula:
Revenue Lost: Number of Unanswered Calls * Average Deal Size from Inbound Leads
Every call is a potential lead. You can now imagine the magnitude of revenue loss in just one month. Imagine what all the unresponded calls cost you in the entire year.
The ‘Not-to-be-ignored’ Side Effects (Apart from Revenue & Sales)
Imagine someone asking you to give them a call to discuss a proposal. You call at the right time and no one picks up the call. And to top it up, no one bothers to call you back, too.
You’d feel bad, even annoyed, right? The same thing happens to your client. When no one calls them back after their call goes unresponded, they feel that your business is not so serious about client servicing (and many don’t feel like trying to get in touch again).
Great response times are one of the core metrics for any business, especially if there is some sort of client service involved.
If you’re spending money on marketing, and you aren’t tracking unresponded calls, you’re losing the battle on several fronts. Some of the bad impacts of not being responsive include:
- Reduced goodwill and reputation among your target audience
- Poor conversion rates from marketing campaigns
- Reducing client lifetime value
- Bad perception of your brand
In the age of social media, such experiences can even blow up more.
Clients today expect companies to serve them instantly.
When they don’t get what they want, over a medium they prefer (phone call, in this case), you start losing the omnichannel battle and ultimately trust. And we don’t need to tell you what happens when your prospects lose faith in your business or brand.
Stop Losing on Revenues & Goodwill through Technology
Now that you know you’re losing business don’t you think you should do something about it? But before you act, you should know the reasons for unresponded calls.
Here are a few common reasons for growing inbound unresponded calls in your business:
- Lack of dedicated staff to handle incoming calls
- Ignoring calls in favor of digital conversations
- Employees not available at their desks to attend calls
- Non-availability of call monitoring/tracking technology in your business
When you don’t have a solution to track all the incoming calls of your business (including unanswered ones), you’ll always bleed money. (And no, smartphone’s call management won’t help you much).
You need to have the right tools and a plan to monitor calls in and out from your business. Use technology as your companion to build the perfect infrastructure that can help you keep a record of all company-wide phone calls.
Introduce Callyzer in Your Business
Callyzer is a modern call tracking and monitoring solution for businesses that you can use to derive data-backed insights for your sales and client support teams.
With an intuitive dashboard to track all calls (including unresponded calls) and detailed team reports, Callyzer makes sure that you don’t lose on unanswered business calls (and opportunities). Your team can track all the unresponded calls from a single dashboard and follow up with prospects, right away.
The best part: Callyzer can be accessed directly from Android mobile phones, so you don’t need to stick around the office to keep a record of all the calls that you were missing before adding Callyzer to your business growth mix.
So, what are you waiting for? Download the Callyzer app and get started today.
FAQs
Q: What should I do when I miss a call?
A: When you miss a call, you should check your voicemail for any messages left by the caller. This will help you understand the reason for their call and whether you need to take immediate action. Additionally, consider contacting the caller back using the phone number from your call log.
Q: How can I reduce missed calls in my call center?
A: To reduce missed calls, you can implement a more efficient phone system that allows for simultaneous ringing on multiple lines. Ensure your team is adequately trained to answer calls promptly and consider updating your greeting to provide clear instructions for callers. This can help minimize the number of calls that remain unresponded.
Q: What are the common causes of missed calls?
A: Common causes of missed calls include busy lines, calls going to voicemail, or not being able to answer the phone in time. Additionally, if your staff is overwhelmed with many calls, it can lead to abandoned calls, which are crucial to track for improving call management.
Q: How do I track missed calls effectively?
A: To track missed calls effectively, utilize call logs provided by your phone system. This will allow you to see the number of missed calls, along with the phone numbers and times they occurred. You can then analyze this data to identify patterns and take action to improve your call management.
Q: What are some tips for managing missed calls?
A: Some tips for managing missed calls include setting up a voicemail system that provides a clear message for callers, training staff to answer calls more efficiently, and using call filtering to prioritize important calls. Additionally, ensure that you have a backup system in place to take calls when your main line is busy.
Q: How can I ensure calls are answered during peak times?
A: To ensure calls are answered during peak times, consider expanding your team or using a call center solution that can handle a higher volume of calls. Implementing a second phone line or utilizing call forwarding can also help manage the influx of calls and reduce the likelihood of missed calls.
Q: What is the importance of a call management system?
A: A call management system is crucial for businesses as it helps organize and track communications with customers. By using such a system, you can minimize missed calls, manage voicemail effectively, and maintain better contact with customers, ultimately improving your overall customer service.
Q: How can I provide feedback to callers who have left a voicemail?
A: You can provide feedback to callers who have left a voicemail by returning their calls and addressing their concerns. Make sure to listen carefully to their message and respond with relevant information or solutions. This shows that you value their communication and are committed to providing excellent service.
Q: What should my voicemail greeting include?
A: Your voicemail greeting should include a welcome message, your name, and a brief explanation of why you cannot take the call at the moment. Additionally, provide an alternative way for the caller to contact you or an expected time frame for when they can expect a response. This helps set clear expectations for the caller.