Make Sure You Aren't Losing Business To Unanswered Telephone Calls

Being able handle customer queries is essential when you're in business, which is why it's pretty rare to find a company with a website that does not have a telephone number. Not only is having a contact number vital for handling customer support, it is also the way that many firms win new business. But while there are many things that you simply shouldn't say during business calls, first and foremost it is essential to have actually picked up the phone.

 

The unanswered call

There are times when it is difficult to pick up the phone, perhaps because something has happened in the office, you're on another call or perhaps you have had to pop out. Unfortunately the caller has absolutely no idea why they haven’t been able to get through, but the likelihood is that they'll either think that the company is unprofessional or is simply not interested in getting their business and therefore move on to another supplier. It is unacceptable to be losing custom like this and so putting structures in place to deal with incoming calls is essential. 

 

Adopting a policy

If your business has a sufficient number of staff members who are able to physically pick up a telephone then there should be no reason for calls to go unanswered. Try implementing an office rule that all calls should be picked up within three rings. You will need to enforce this until it becomes second nature, but the end result will be a much better experience for potential and current customers, and hopefully an increase in business.

 

External issues

Staff failing to pick up the telephone on time is not the sole reason for companies missing out on answering calls. Over in Ontonagon County, Michigan businesses began realising they were missing out on scores of long distance telephone calls each week and thousands of dollars in potential revenue as a result of calls dropping out due to technical problems. It is of course essential for businesses to ensure their phone systems are up to scratch and in a position to bring in business.

 

Avoiding the pinball effect

Passing callers around an office, known as the pinball effect, is not the way to encourage someone to do business with your company. It is important for people to take ownership of a call and do their best to ensure the customer's request is dealt with and that the situation has been taken advantage of from a marketing perspective. According to a report by Think Big Magazine, a survey of 5,000 directory advertisers found that when called, more than half took eight rings or more to answer. Incredibly, 78 per cent of businesses failed to ask the caller for their name. One in ten people who answered did so in a manner that the caller felt was unfriendly.

 

Getting help

For some businesses, being able to answer the phone quickly at any time is simply not realistic, and this is where professional telephone answering services come into their own. It is possible to bring in specialists who will provide a seamless telephone answering service, ensuing all calls are picked up, routed to the correct person and all potential business leads are taken advantage of. It also means support can be available 24 hours a day – ideal if your company does a lot of business with customers in foreign markets. There's plenty of information available online if you want to find out more about telephone answering services.