How Businesses Are Missing Out on Clients: Why Every Third Call Goes Unanswered and What to Do About It

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Content
Computers, photo and video equipment: every third call goes unanswered
Unsold tours, clothes and beauty salons: how calls were handled before the crisis
Preliminary conclusions: Why businesses were losing calls
How to Stop Losing Calls and Sell More
Results
In a crisis, every client is worth its weight in gold. However, in some business sectors, 3 out of 10 calls from clients remain unanswered. If managers are working remotely, losses can increase telegram australia many times over. We have collected statistics on different business sectors and advice on how to improve the situation.

We analyzed 6,581 of our clients' websites and looked at how many calls were recorded as missed, i.e., left unanswered. It turned out that in 9 out of 15 industries, the share of missed calls remained at 20–30%.

Computers, photo and video equipment: every third call goes unanswered
In the category "Computers, office equipment", the share of missed calls in 2019 reached 34.53% and increased by 8% compared to 2018. Meanwhile, in 2017, only one call out of 10 went unanswered.

In the “Audio, video, photo” segment, the average rate of missed calls reached 28.97% in 2019, while in 2017 and 2018 it was 19.08 and 16.36%, respectively.


28.97

Unsold tours, clothes and beauty salons: how calls were handled before the crisis
In 2019, 2 out of 10 calls went unanswered, and in 2018, literally every third call.

In the Beauty and Health segment, businesses lost almost 20% of calls from clients. In the Medicine category, this figure did not exceed 8%. This is probably due to the high cost of the request: losing a call is too expensive for the marketing budget of private clinics. For comparison, a target call in the Medicine segment costs 3,058 rubles, in the Beauty and Health segment - 1,383 rubles. But as a rule, in clinics, the client's first visit is an inexpensive or free initial consultation, and in beauty salons, each client closes a deal on the first visit.

In the Clothing and Accessories segment, the share of missed calls reached 20.85% in 2019, doubling compared to 2018.

2019

Household appliances

Construction, repair





Preliminary conclusions: Why businesses were losing calls
We can assume that, against the background of stable demand, businesses had enough clients. Therefore, in some industries where the price per lead was low, no one simply counted the losses. At the same time, in areas with "expensive" calls, the situation was different: in the topics of "Real Estate", "Auto, Moto" and the already mentioned "Medicine", the share of lost calls averaged only 10%.






The more expensive the requests, the more attention is paid to the quality of their processing and accounting.

How to Stop Losing Calls and Sell More
It is obvious that in a crisis the attitude towards the loss of customer requests should change. We have identified several business problems in working with calls. Their solution will reduce the number of missed calls and get more customers.

Problem 1. Business does not record incoming calls and does not see how they are processed
The reasons may be different: insufficient motivation of managers, different levels of responsibility, and if the work is remote, a significantly increased number of distracting factors.

If an employee works remotely, the manager will not personally monitor whether the manager has gone to drink tea or turned on the headset. But he can monitor the quality of processing requests and the number of missed calls in a special system.