How much are missed calls costing your business? By CSnotepad virtual receptionists of Brighton & Hove, East Sussex

Monday, July 14th, 2014

Interested in using our virtual receptionist service? Click here.

Is it possible to place a value on that call you just missed out on answering? Perhaps it could have led to the biggest order of the year so far from a new client, or it may have been from a long-term customer who has now sworn never to do business with you again because… you’re not there when they need you.

Of course, it’s a question with no answer. You’ll never know because when you handle all calls in-house rather than employ a remote order taking service, you won’t always be there to pick up the telephone. Which begs the question of just how much unanswered calls could be costing your company in terms of lost sales and potential damage to the firm’s reputation.

The reality is that it is not just sole traders and small firms that are missing out by failing to pick up. In the year 2010/11, HM Revenue & Customs (HMRC) managed to answer less than half of all calls that it received. That figure increased to 74 per cent a year later, although 20 million calls still went unanswered. By the end of 2012 the figure was looking considerably better at 90 per cent.

The tax office is far from the only organisation to have experienced serious troubles with its telephone answering practices. Last year consumer group Which? conducted research into how good Britain’s energy providers are at picking up their phones promptly. The worst examples saw an average on-hold waiting time of 25 minutes for one firm and 19 minutes for another. The study also found that almost a third of people said their biggest bugbear when it came to customer service was being forced to wait on the phone for an extended period.

The good news is that there is a simple way for businesses to improve the experience their customers receive when ordering over the phone, and that is to turn to a dedicated telephone order taking service. CSnotepad’s virtual receptionists are able to answer incoming calls instantly, allowing your firm’s customers get to talk to a human being with an intimate knowledge of your business’ products or services.

So ask yourself, how much is that next unanswered call going to cost?

Interested in using our virtual receptionist service? Click here.

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