Get Insight into Your Missed Calls with CloudTalk Analytics
Missed calls used to be a big mystery for most call centers – but not anymore. Discover the real causes and number of missed calls with CloudTalk Analytics’ new Missed Calls feature. Improve your call center performance with reports for specific agents, groups, and time spans.
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How Does the Missed Calls Feature Work?
You can find several reports pertaining to missed calls in the CloudTalk Analytics. The Call Log is perfect for estimating the number of incoming calls after hours or tracking down specific calls. Meanwhile, the Agent and Group Reports offer in-depth breakdowns of why calls were missed.
Why Are Missed Calls Important?
Did you know that 80% of all business communications take place over the phone? While that statistic alone is not exactly alarming, research suggests that 85% of missed calls never call back. To add to that, 60% of ignored/unhappy customers will take their business elsewhere.
Now think about how many missed calls you accumulate on a weekly, monthly, or yearly basis. Each one might mean a missed deal for you and a gained one for your competition.
So, if you don’t want to keep losing out on potential revenue, you should prioritize getting to the bottom of your call center’s missed calls and do everything to prevent them in the future.
Missed Calls Causes & Solutions
CloudTalk Analytic’s percentage-based reports can differentiate between four possible causes for missed calls. Below, you can see how they’re defined and how you can prevent them.
- No Agents Online: No agents were online at the time of the call.
Solution: Customize your IVR to notify callers trying to contact you during company off hours or redirect the incoming call flow to an alternative call center branch, if there is one
- No Agents Available: Agents were online but were on another call or otherwise busy.
Solution: Use Analytics to identify the busiest times of the day/week and schedule additional agents to compensate, or incorporate the callback feature and proactively get back to your leads.
- No Agents Picked Up: Agents were online when the call rang, but no one picked up.
Solution: Use Analytics to evaluate your agents’ performance, identify potential roadblocks, and streamline the workflow.
- Canceled: The caller hung up before an agent could respond.
Solution: Incorporate self-service options for customers to address the most frequently asked questions or deploy callback to show you truly care about your clients.
How the Missed Calls Feature Helps Your Business
Understand Missed Calls
Thanks to CloudTalk’s Analytics, you can finally get a good grasp of how many calls go unanswered and see which of the four potential causes was responsible.
Boost Call Center Performance
Use the newly obtained actionable insights to seek corrective measures and reduce the amount of missed calls in the long run.
Improve Customer Satisfaction
By understanding the most common causes, you can easily seek corrective measures and not leave customers hanging. Employ an IVR to increase self-help opportunities, inform customers about business hours, or save their time with callback.
CloudTalk’s Analytics isn’t just for managers and analysts. Agents can access their own performance reports, allowing them to assess their own work, find room for improvement, and grow.
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ClouidTalk supports me with the needed knowledge, analytics, and features I need to provide great customer service.
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How To Set Up
CloudTalk Missed Calls
Select the desired report from the top-left menu.
Choose your filters – agents and groups on the left and date on the right.
Click “Apply” after inputting your filters and then “Search”.
How to Add Number
to Smart Dialer
Toggle the “View” button on the right-hand side of the screen to view missed calls.
Scroll down to the next section to view details of all the calls that match your search criteria.
Click on the 3 dot icons under Export on the right-hand side to view Call Steps for each call.
How do I track missed calls?
Call tracking goes beyond the simple capabilities of caller ID. It is a technology that allows you to gain in-depth information about each individual person who calls your business, including how they found your number in the first place. But maybe more important is to know why your calls were missed.
Was the agent busy? Or did someone just hang up? Was the person redirected to the proper department? You can find out all the causes and reasons with CloudTalks’ missed calls app.
What is a missed call solution?
A missed call solution aids businesses in calling back their customers who gave missed calls on their business numbers. The call is processed via auto-dialer, connecting the target audience with either an automated IVR message, a voice bot, or a live agent.
What are lost calls?
Lost call’ is an umbrella term that refers to any call that gets disconnected before the caller would reach the agent or another answering service. A lost call can happen on purpose (one of the parties hang up) or involuntarily (due to limited capacity or a technical error).
How to respond to a missed call?
The way you handle, missed calls may give out the first impression. That’s why you need to learn proper business phone etiquette for handling missed calls. If you missed a call, be thoughtful to respond as soon as possible with a brief explanation of why you were unable to answer the phone with a proper apology.
These are some of the protocols and standard words that are commonly used in various aspects of social life.
– Start by apologizing earnestly.
– Give proper reasons if necessary
– Begin to address their issues.
– Let them know you will call back later
– Give alternative ways or ideal times to communicate
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