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Claremont, California
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info@barbarasanswering.com

How Much Does It Cost for Missed After-Hours Calls?

Many businesses have switched to remote work environments and some employees have work hours that are flexible.  This has resulted in companies implementing after-hours calls or customer service. This is a novel strategy but can be devastating to a business that only has an 8 hours answering service. A business should ask “How many calls are really lost for the 16 hours? And How much money was lost?”  If your business has this situation then there are things you should know about business loss due to missed calls.

1.  The patience of the callers

Research shows that ⅓ of consumers do not like to wait on hold for customer service.  Forbes Magazine found out that 80% of callers do not leave any voicemail. Callers reach out because there is a need and when met when being put on hold or sent to voicemail, this can prove to be devastating. Communicating with you is essential to the clients ad should be given priority if this is happening to your business.

2.   The cost of missed calls

There are some industries that lose hundreds to thousands of dollars a day due to missed calls. If your business has a 60% call to lead ratio and a 3% lead to sale ratio, that would be a lost opportunity for every 4 missed calls. If there is a loss of 20 calls for a 24 hour period, you lost 4 sales. If each sale is about $150, you are missing out $600 a day. In addition to the monetary loss, the customer goodwill is also thrown away. A recent survey showed that customers will not return to your business if they experience bad customer service. A good 30% is also lost if they can not reach a live customer service representative.

3.   Missed calls can pile up

Studies show that 62% of small to medium sized businesses miss calls. A business cannot afford to keep this happening. Big businesses miss out about 22%. A large business receives a hundred calls a day and missing some can be bad for business. A 24 hour answering service is the best solution to ensure that calls are not only answered but callers can interact with knowledgeable agents.

4.   Increases in after-hours calls

 A survey conducted by Flexjobs revealed that 96% of emlpoyess favor remote work. It is estimated that 36 million of Americans will be working remotely by 2026. The value has increased incredibly due to the pandemic. With remote work becoming popular it has a corresponding effect on lifestyle and work hours. Many workers now call businesses for their concerns after-work hours. Traditional business hours may not be followed by these individuals. Thus businesses must expect more after-hours calls and make adjustments.

5.  Hire additional personnel

STaff burnout may happen if business owners do not hire additional staff to handle calls. This is a solution though it can cause additional expenses for the business. Apart from the salaries other incidental expenses for insurance, social security and others should also be considered,

The best alternative is to hire an answering service to handle after-hours calls so no calls will ever be missed.

Barbara’s Answering Service can handle 24/7 live answering service to a call calendar service.  We are equipped to handle whatever call volume at any time of the day and night. Highly trained agents provide your customers with quality service and information. Call us or contact us and request for a quote on our after-hpirs call service.today