Information is Power

Our Internet Marketing Team monitors calls received from Call Source. Recently, several interesting bits of information surfaced.

The majority of missed calls during the normal business day call back within ten minutes. This tidbit of information is like a bright flashing neon sign telling you: Your next big client is saying, “Ignore me once, twice, but keep ignoring me and I’ll move on.”

To highlight this issue, a recent Call Source Report logged calls from the same person that called one of our locations 4 times during lunchtime before having their call answered on the 5th attempt. It is unknown if that 5th call was answered by a human or if the answering machine picked up and the client finally left a message. This data tells us that calls are not always answered and people are calling back multiple times to talk to someone in person.

By reviewing this type of data, each location can make decisions on when to staff up or change the procedures for answering incoming calls. Information is power.

Factoid: An acknowledged customer will hold on the phone to talk to someone in person, but an ignored customer will find someone else to do business with.