I get email notifications of missed calls everyday, and if you’re a smart user, you probably do too. Missed call alerts are great – they come straight to your email containing the information you need to take action.
Who called? We give you the caller’s phone number. When did they call? We’ve time and date stamped these for you. Which tracking line? Did they call a department specific number? Who should make the return call?
This is all ammo you can use to make an intelligent call back to your customer.
Interpreting a call’s result:
- Busy – The terminating carrier issued a busy signal, meaning your customer never connected to you! If this is an ongoing result check with your phone provider, you most likely need more lines.
- Caller hung up – The caller disconnected before you answered the call. Give them a call back!
- No Answer – Ring no answer, network congestion, network error, missing ring-to number are all listed as no answer calls. Check your tracking line, do you have a ring-to implemented? If these are the regular result check with your carrier to determine what is going wrong – is there a local outage are they experiencing issues on their network?
- Disconnect - This occurs when the terminating carrier disconnects the call after playing an operator intercept.
Now What?
Call your customers back!
Call back anyone who received a busy signal in the call result. This means when they called the store all lines were occupied and they were not able to speak with anyone. You know that sound… the long, drawn-out beep…
You’ll also want to reach out to customers with long call durations – I would say over 45 seconds. These are people who have given up and hung up the line. You’ve been there, we’ve all been there – you just want to speak with someone, dang it!
Most spam or telemarketer callers will be very short in duration (7 or 10 seconds). You can also make a determination by the customer’s phone number if the call is relevant to your business. This also applied to people who just plain dialed the wrong number. Use our judgment on whether it’s worth it to get in touch with these callers.
I can’t tell you how impressed your customer will be once you start returning their dropped calls. It speaks volumes. And what business today can afford not to increase their customer satisfaction?
Now get out there and make those call-backs!
Tags: alerts, automated, busy, call result, call tracking, caller hung up, disconnected, email, missed call, no answer, return call