Many organizations see every missed call as a missed opportunity. This often causes unnecessary stress for employees and negatively impacts service quality. However, with a few simple steps, you can turn every missed call into a new opportunity for a sale or conversion. In this article, we explain how.

How Big Is the Problem?

As a Belfabriek customer, you have access to powerful tools that provide insight into how well your numbers are performing. You can see exactly how many incoming calls are not delivered by following these steps: Log in to My Belfabriek and go to Statistics. Under the section Top destination by total number of calls, you’ll see a destination called IVR. These are all the calls that, for whatever reason, were not delivered to your employees. This information is clearly presented, so you can immediately see where improvements are possible.

Every service number has calls that are not delivered. Usually, this percentage is low, but if you notice that the IVR percentage is too high, it’s important to investigate why you’re missing calls. A healthy IVR percentage is typically between 10% and 15%. Use this as a guideline and look for areas of improvement.

Investigate Why You’re Not Reachable

Below, we’ve listed the most common causes of missed calls and their solutions.

1. All Lines Are Busy

Nothing is more frustrating for a caller than a busy tone. You can easily prevent this by setting up more extensions. Calls are then forwarded to another employee if the first line is busy.

Are all extensions busy? Ensure the call is forwarded to a digital answering machine or an external call center. This way, the caller always gets a response, and you can call them back at a quieter time.

Do you use our voicemail? Then you’ll receive the recorded messages as audio files, along with all call details, via email.

2. The Call Is Not Answered

If many calls go unanswered, it’s important to adjust your staffing. With the Statistics feature in the Belfabriek app, you can see exactly on which days and times most calls occur.

Go to Weekly trend by day and Top 3 busiest hours to determine when you need to deploy extra staff. Analyze different periods to discover trends.

3. Callers Hang Up Before You Can Answer

Sometimes callers hang up before you have a chance to answer. This could be due to interruptions or a complicated or lengthy menu.

Use your Statistics feature to investigate when calls are dropped. Go to Details and select the period you want to analyze. Click Download as xls and sort by call duration. This way, you can immediately see if there are patterns.

An improved menu or shorter announcements can prevent hang-ups. Customer feedback is crucial here to identify areas for improvement. Our community of specialists is happy to assist you further.

Turn Missed Calls into Opportunities

By following the steps above, you’ll notice that the percentage of calls ending on IVR decreases significantly. Use your voicemail to follow up on missed calls. Every missed call is a new opportunity to help a customer, make a conversion, or close a sale.

Repeat Regularly for Best Results

Regularly analyze your call data in your Belfabriek dashboard. Examine trends and peaks, and adjust your menu, staffing, or processes as needed. Carefully review your statistics and keep optimizing. With the right approach, you can turn every missed call into a valuable contact moment.

Curious about how to further improve your customer service? Read about the do’s and don’ts of business telephony. Have questions? Feel free to contact us; we’ll do our best to help you create an efficient and professional customer service!