Here’s a question that catches a lot of people out: how many calls did your business miss last week?
Not the ones that went to voicemail and got a call back. The ones that rang out at lunchtime, or rang while everyone was on another call, or came in at 5:35pm when the lights were already off. Most businesses don’t know, because a missed call doesn’t leave a mess on the desk. It just quietly goes to a competitor.
With Black Friday on 27 November and the Christmas rush right behind it, the next few weeks are when the phones are busiest and the cost of an unanswered call is highest.
The good news is that modern phone systems can tell you exactly what’s happening. We regularly help customers pull a simple report showing when calls come in, how long people wait, and when they give up. More often than not, the fix is small:
- A hunt group so calls ring round the team instead of one desk
- A queue message, so callers know they’ve got through
- An overflow to mobiles during busy spells
- A smarter out-of-hours message that tells people when you’re back
It’s one of those jobs that takes an hour to set up and pays for itself the first time a new customer gets through instead of ringing someone else.
If you’d like us to look at your call figures before the busy season, just ask. We’ll show you where the gaps are, in plain English.
Have a great weekend.
The Albion Team
01782 269494