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Technology - Jul 12, 2016

The true cost of a missed call

Unanswered and misdirected customer calls hit your bottom line in a number of ways.

Time waits for no one in this digital age, especially when it comes to a customer looking to do business with you. You’ve got to be there and you have one chance to connect live and in person when someone makes that all-important call to your company.

There are two key situations when customers need to connect with a real person when calling your business:

  • When they’re ready to purchase, and
  • When something has gone wrong and they want it fixed — fast.

When calls go straight to voicemail or an automated system, the call can cost you in more ways than you might imagine.

When calls go straight to voicemail or an automated system, the call can cost you in more ways than you might imagine.

The financial cost

When you check your business voicemail how often do you hear nothing but a click as the caller has hung up? And that’s just the callers who actually listened to the end of your message.

New customers, in particular, typically won’t leave a message. Instead, they’re apt to just move on to the next name on their list.

Consider the financial impact of that missed call. How important to you are new prospects? Even if only one out of every 10 calls translates into real business, that’s a revenue opportunity you wouldn’t want to miss.

An unanswered or misdirected call from an existing customer may be even more costly. It might have been a request for a quote on a new job or to lodge a concern or complaint. Negative experiences typically result in a customer that is much less likely to ever use your services or to refer you to others.

Negative experiences typically result in a customer that is much less likely to ever use your services or to refer you to others.

Lost productivity

Missed calls also cost you time. How much of your day is spent returning calls left on voicemails only to find the customer has moved on and chosen another provider? Or the spin of “telephone tag,” where you return a customer’s call only to connect with voice mail on the other side?

It’s not just your time that’s potentially wasted, but misdirected calls might also require your employees to stop whatever they’re doing and redirect a customer to the right person.

Reputational cost

First impressions are everything. If your customers don’t receive a professional greeting and are not able to speak with the right person when they call, you may be delivering the wrong impression.

It’s all too easy for a dissatisfied customer to let others know of their experience with your company thanks to social media. At best, they might simply “tweet” or make a negative comment on Facebook or “unlike” your company’s Facebook page. More disconcerting are widely accessed consumer review sites, such as Yelp and HomeStars, that exist solely to allow consumers the opportunity to rate local businesses. A poor rating or complaint on one of these sites can have a big impact on your ability to attract new customers.

Never miss a call again

Why take the risk of missing a call? Rogers Unison gives you all the best features of a business desk phone in the palm of your hand. Now you can use your mobile to answer and direct calls in real time, wherever you and your employees happen to be. Features of Rogers Unison include:

  • An Auto Attendant that ensures every call is answered with a professional greeting.
  • Hunt Groups that direct calls to all employees so these can be picked up by the first available person.
  • Time-of-day routing that lets you program the Auto Attendant and Hunt Group to route calls when your business is open and clearly state when you’re closed.

Find out how Rogers Unison reduce missed calls and give your business a competitive edge. Contact a Rogers Small Business Specialist at 1 866 587- 3181 or visit www.rogers.com/unison.

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