The impact of missed calls on your business

In today’s fast-paced business landscape, every interaction counts.

It’s estimated that businesses in the UK lose over £30 billion every year due to missing calls. For small businesses in particular, maintaining strong customer relationships is vital to their growth and success. Missing just one call could have far-reaching consequences, impacting revenue, customer trust and brand reputation.

In this blog, we’ll take a look at the various ways missing a call can affect your small business, and the solutions you can implement to mitigate these challenges.

Lost opportunities and revenue

Every time the phone rings, it’s a potential opportunity for your small business to connect with a customer and make a great first impression. In fact, 92% of calls are thought to be brand new business enquiries. Failing to answer the phone can therefore have a detrimental impact on the number of sales opportunities you capture, and your bottom line.

And while you may think voicemail has you covered, 85% of people whose calls are not answered won’t call back. This means there is rarely a second chance to win back lost custom, and missing that initial call could be driving customers away and in the direction of your competitors.

Damaged reputation and lost trust

In the digital age, reputation and trust have become absolutely paramount for businesses.

Missing calls can lead to more than just missed sales; they can damage your reputation and erode customer trust. When a call goes unanswered, it sends a signal that your business is not attentive to customer needs.

This can be especially frustrating for customers seeking quick answers to queries, or support with problems related to your products or services.

In the heat of their frustration, it’s not uncommon for customers to turn to digital platforms such as your social media channels or online review sites to express their dissatisfaction. Negative reviews and feedback can leave a lasting imprint, tarnishing your brand’s image and discouraging potential customers from engaging with your business.

Impaired customer experience

Exceptional customer experience is a major differentiator for small businesses. The ability to answer calls in a timely and professional manner plays a key role in achieving this.

Since the pandemic, many companies have been left with no choice but to reduce staff and scale back customer service, forcing customers to rely on ineffective chatbots and automated phone lines. As a result, human connection has become even more invaluable to customers seeking resolutions to their diverse enquiries.

In today’s online world, it’s easy to assume that your website or social media presence will tackle the majority of your incoming leads and enquiries. However, statistics suggest that most consumers still prefer the traditional medium of the telephone when seeking assistance, underscoring the significance of direct human interaction as a pivotal part of your customer experience.

Missed feedback and insights

Phone calls offer a direct and personal line of communication with your customers, creating an environment where they are more likely to open up and share their thoughts compared to interactions through online channels.

This human touch enables you to easily gather crucial feedback, insights, and suggestions that can help enhance your strategies and develop your services or products.

Unlike online interactions, where nuances can be lost, phone conversations allow you to discern tones, emotions, and specific pain points. This heightened level of understanding can lead to more effective problem-solving and a greater chance of pinpointing tailored solutions.

On the flip side, unresolved issues and negative experiences shared during phone calls provide a better chance to rectify problems, showcasing your commitment to customer satisfaction and long-term relationship building.

How to reduce missed calls for your small business

Considering the substantial impact missing calls can have on your business, it’s crucial to implement strategies to minimise the issue and optimise your customer experience.

For a small business with limited resources and minimal overheads, manning a busy telephone line can often feel like an overwhelming and near-impossible task – diverting attention from core business activities.

One highly effective way to resolve this is to enlist the help of a professional call answering service.

Having your calls answered promptly and professionally may mean the difference between capturing a new client or losing them. Most important of all, you will be able to concentrate on your business, knowing your customers are in safe hands.

How does a call answering service work?

A call answering service serves as your virtual receptionist, ensuring that every call to your business is answered in a professional and timely manner.

A service like the one offered by Quality Company Formations provides your small business with two dedicated receptionists who will handle incoming calls, just as if they were a part of your in-house team, but at a fraction of the cost of hiring your own full-time receptionist.

Virtual offices – everything you need to know

Your receptionists will answer all of your calls in your company name, and will follow the call instructions provided by you.

After receiving a call, your receptionist will then transfer and announce the call to you, or alternatively take a message and forward it to you by email or SMS. All messages are sent within 10 minutes of the call.

What about calls outside of working hours?

Not all customers will be able to reach out to you within normal working hours. But this doesn’t make their call to you any less important.

Outside of working hours, you should still take appropriate measures to acknowledge calls. Our call answering service caters for this by providing a personal voicemail service which your receptionists will manage on your behalf.

Callers will be greeted with a personal voicemail message recorded by one of your receptionists. This will include your company name and a short message requesting the caller’s details. Messages will be sent to you by email the following working day.

Alternatively, if you’d prefer to answer out-of-hours calls yourself, we can divert the calls to a number of your choice.

Final thoughts

In an increasingly competitive and uncertain business landscape, capturing every opportunity has become vital to not just growth, but survival as a small business.

By recognising the value of direct human interaction and addressing missed call challenges, you position your small business for success and long-term sustainability.

If you’d like to find out more about how we can support you, contact our team today.