01 Mar Are Missed Calls Having An Impact On Your Business?
The telephone is still a huge avenue for businesses to generate customers, and well-presented phone service can be the difference between customer retention and losing their business for good.
It’s understandable that if your business doesn’t rely heavily on inbound calls, then it’s hard to justify having a dedicated team to handle your calls. This presents a lot of businesses with a catch-22; do you invest in staff specifically for call taking, or do you risk losing the business from missed inbound calls?
The answer is simple; neither. At Netcall Solutions, we specialise in answering inbound calls and relaying information to your customers as if they had called your own staff. We are available 24 hours a day, seven days a week, and 365 days of the year. So no matter when a customer decides they need information on your products or services, we can handle it for you.
Our flexible plans are available to cover you for all eventualities, and there are options to suit every budget. We can cater for large business, or small enterprises, so regardless of size your business will be getting the very best phone answering services. Contact our team today on 0800 840 4111 today to find out more about our services.
Why Is Every Call Important?
We know that businesses generate revenue in different ways. Whether that’s a well-built website for fluid transactions, point-of-sale outlets for the hands-on approach, or by telephone ordering, calls will always come into the equation. This can encompass a variety of setups such as helplines, technical support, ordering, cancellations and more.
One missed call a day though, what’s the harm? That’s a loss of 365 sales throughout just one year. Even if your business is small, or you specialise in high-volume small-value sales, 365 lost sales is a lot to think about. The loss can be dramatic if your business is focused on high-value single sales.
Won’t the customer just try again though? They may do, but you risk them trying a competitor because they couldn’t reach you to discuss their query and all the options. For example, if half the customers call back from one missed call per day, you’ve still lost 183 sales in one year, and your competitors have potentially gained 182 sales.
On top of the immediate loss of revenue, missed calls can have a lasting effect on the business. It may lead to bad reviews online, alternative recommendations to friends and family, and others as well. Everyone knows that customer happiness and satisfaction is the key to retention and business success. If you’re always there for them when they need it, you’ll leave a lasting and positive impression, and it will surely pay dividends over time.
BT (British Telecom) conducted research into this very subject. They concluded that in the UK the average cost of a missed call to a business resulted in a loss of around £1,200! They estimated that just one day without telephone access for a business causes £9,000 of missed sales and, in some cases, up to £20,000 per day.
Danny Longbottom, BT Business UK SME managing director, said: “We already know from speaking to our customers that missed calls mean missed business. Companies, especially SMEs, are becoming increasingly mobile – 77 percent offer flexible working and 45 percent hot-desking, according to the research – so getting calls to the right person is potentially more difficult. No one cares about how a call is routed, especially the customer – they just want to get to speak to the right person.”
All of these things will add up to a significant loss of income over time, but Netcall Solutions can help you.
What Can We Do?
We offer a professional call answering service that you divert your business calls to, and our highly trained staff will take the calls for you. This helps immensely with taking the pressure off you and allowing you to focus on call follow up or maximising sales. You’ll never miss an important sale because the phone wasn’t answered ever again. All of our call centres are based right here in the UK.
If you do have staff taking calls, but they frequently exceed their capacity, we offer overflow call handling which may save a lot of customers becoming frustrated with long wait times and stop them going elsewhere.
Our message taking services go hand-in-hand with this, because if we aren’t able to deal with the call directly, a message can be passed on to your designated staff member or team for a call back etc.
Businesses that offer emergency 24-hour response services can often find they’re short on staff to answer the phone if they receive more than one call at an awkward time. Our emergency response and escalation team are specifically trained to handle calls that need haste and expedited call handling.
If you’d like to discuss the implications of missed calls to businesses in further detail, or you’d like to hear about our full range of services, call Netcall Solutions today on 0800 840 4111. You can also contact us online using our form or email us at Info@netcallsolutions.co.uk. We have free trials available to see if you’re happy with our service.