August 11, 2021
How Poor Customer Service Leads to Missed Call Opportunities
Most businesses offer customer care services online that take care of many client inquiries, but the internet has not eliminated the need for voice contact. In fact, voice is still one of the primary means of communication with consumers.
Sadly, businesses often struggle with contacting leads and existing customers by phone because consumers have become wary due to robocalls and scammers. Another major culprit is poor customer service. Your own calling practices may be offending your customer base.
Unanswered Call Statistics
When customers call your company, they expect to reach an agent or connect with a channel of service promptly. If their calls go unanswered, they may well cancel your service and give their business to a competitor. The following statistics on inbound calls show what consumers want and how they react to these unanswered calls.
- 85% of customers won’t call a second time.
- 77% of customers prefer voice communication.
- 66% of customers cancel services because of poor customer service.
- 62% of customers need to contact a company more than once to resolve a single issue.
- 30% of customers say not reaching a live agent is the most frustrating part of customer service.
- 25% of customers will hang up if hold times are too long.
These statistics show just how important it is that customers can reach your agents easily. And unanswered calls are not the only problem. If one of your agents is rude to a customer or just not trained well, they can ruin that customer’s experience. Bad call experiences can lead to higher churn rates in your customer base.
Outbound Agents Can’t Reach Customers
Your business will also suffer if your outbound calls do not reach your customers and your follow-up practices are lacking. Your agents may provide a callback option and then not be able to return the call. If so, your customers are certain to become frustrated. Also, if a customer opts for a call-back on your IVR, but your outbound numbers are flagged, they will probably miss your call.
The best way to avoid this issue is effective phone number reputation management. In the age of call labeling and blocking, you must work hard to maintain “clean” numbers that are not labeled spam or scam. This effort ensures outbound and inbound campaigns can operate smoothly.
Importance of Ethical Dialing
Ethical dialing practices are the key to successful outbound calling campaigns. You should train your agents to show empathy and compassion on their calls as well as remain compliant with regulations. This step is especially important when your company is trying to convert leads into new customers.
Your agents always need to consider the needs of the consumer. When they place an outbound call, they are inviting themselves into a client’s home. They need to behave as a guest and be extremely polite on each call. They should also be well-versed in your company’s product so they can quickly explain its benefits.
How to Avoid Missed Call Opportunities
Missed call opportunities are the bane of every call center. You must make positive connections with as many consumers as possible. Fortunately, there are ways to minimize the number of these misses.
Proper IVR Configuration
Your IVR is an invaluable tool that usually improves customer communication as well as sales. But if you fail to configure your IVR correctly, you can scare off callers permanently. For instance, you may route customers to the wrong department, which leads to frustration and hangups.
An incorrectly configured IVR can send consumers into an endless loop. Too often, your IVR is not synced with your AI. In this situation, your IVR may route the caller to AI, which then routes them back to the IVR. Consumers who experience this issue may never call again.
Callback Software Options
Give customers the option to receive a callback if queue times are high. This option means they don’t waste time on the phone.
Voicemail options help ease frustrations. If a customer cannot reach an agent, allow them to leave a voicemail for a callback. Then make certain that your agent follows through as soon as possible.
Your customers should have other contact options in addition to voice. Chat, email, SMS and app messages can alleviate customer concerns. These options can also free up some of your agent’s time since voice communication is time-consuming.
Proper Staff Training
A well-trained agent is your best asset. Properly train your staff in product knowledge and customer service so that they answer inquiries correctly on the first call. Your customers always appreciate professional employees.
Use Clean Numbers
When dialing customers, make sure your numbers do not have flags or labels. If a callback from your company shows “Fraud Risk,” the customer will not answer. Negative labeling will also make them wary of your company in general. You must constantly monitor the numbers that you are using.
Dial the Right Lists
For outbound campaigns, keep your lists pruned and relevant. You need to target only potential customers. Calling disinterested prospects can lead to higher rates of flags or labels on your phone numbers. Frustrated and disinterested consumers are more likely to report your company.
Send Customers a vCard
When you send a vCard to existing consumers, they can easily save your number into their phones. Flags and labels do not appear on these saved numbers, which ensures that your call will display properly and be answered more often.
Missed call opportunities are an unnecessary detriment to your business. A variety of issues lead to unanswered calls, but poor customer service is one of the biggest factors. The lack of technology solutions and poor employee training cause bad customer experiences. These poor calls can lead to bad reviews, customer cancellations, and a bad company reputation.
Help promote business success by ensuring your customer service operations run smoothly. The right technology and well-trained agents make all the difference.