With many businesses switching to remote work environments, several employees are working new and flexible work hours. As a result, companies are receiving more and more calls coming in outside of traditional office hours. This is excellent news for companies with 24/7 service. However, this change could prove devastating to a business that only answers phone calls 8 hours a day. How many calls isyour business missing out on the other 16 hours a day? And what have those missed calls cost your business? Here are five things you should know about business loss due to missed after-hours calls:
  1. Missed calls can add up quick Considering the average small to mid-size business already misses about 62% of their calls, no business can afford to miss additional calls due to new flexible work schedules. Large businesses miss out on about 22% of calls. However, that can cause significant damage, considering the average large business can receive hundreds of calls a day. An answering service is the best solution for ensuring your calls are not only answered, but callers speak with a friendly and knowledgeable representative of your business.
  2. The cost of missed calls Depending on the industry, missed calls can cost the average business hundreds, if not thousands, of dollars a day. If your business has a 60% call to lead ratio and a 33% lead to sale ratio, that would mean a lost sale out of every five missed calls. If your business misses 20 phone calls in 24 hours, you have just lost out on four sales. If each sale is about $250, you’re missing out on $1,000 a day. In addition to missed phone sales, you have also just ignored individuals who have taken a vested interest in your business. Recent surveys found 89% of consumers say they will stop doing business with a company after a bad customer service experience, and 30% state not reaching a live agent to be the worst part of a bad experience.
  3. Current increases in after-hours calls According to a recent survey conducted by FlexJobs, 96% of employees shared they desire remote work. According to Upwork, 36 million Americans will still be working remotely by 2025, an 87% increase since the pandemic’s beginning. With remote work comes a new and more flexible lifestyle, causing many individuals to call businesses outside of traditional work hours. As a result, businesses should continue to expect after-hours calls.
  4. Caller patience Did you know that about 1/3 of consumers will not wait on hold for customer service? Additionally, Forbes magazine recently found that 80% of callers will not leave a voicemail when prompted. When consumers call your business with a need and are met with being put on hold or sent to voicemail, it can communicate that your business is not essential to them, particularly if this is a common occurrence.
  5. Hiring additional staff When calls begin to increase, staff burnout causes many business owners to resort to hiring additional staff. While this may seem like a good idea, it can become an expensive investment. In addition to salary, expenses such as the cost of recruitment, training, uniforms, tax, and benefits can add up to thousands of dollars. One way to circumvent these expenses is to hire an answering service instead.
From 24/7 live answering to appointment scheduling and more, Responsive Answering Service is equipped to handle your call volume at any time, day or night. Our highly trained agents are equipped to provide your callers with the information and quality service they need, no matter when they need it. Start your onboarding and set up with us today. You can call us or request a quote online.
George Otte

George otte

George Otte is an entrepreneur with over 20 years of experience in tech support, fulfillment, and answering service management. His leadership and vision help us provide the best possible support, because he knows how vital it is for the continued success of your business. Responsive Answering Service launched in 2012, with George fulfilling the role of CEO to provide professional contact center and answering services for medical, legal, and various service industries, with the intent to best fit the needs of our clients and their respective fields.

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INSIGHTS FROM SATISFIED CLIENTS

Jennifer Ashner

JENNIFER ASHNER

Compliance and quality director chartwell home infusion and specialty pharmacy

5 star rating

When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service.

“Their representative met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. She took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with.

The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.”

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