how much are missed calls costing uk businesses
DESCRIPTION
How much are missed calls costing UK businesses every year. View this presentation to find out.TRANSCRIPT
OON AVERAGE, SMEEMPL YEES SPEND
7 OUT OF 10consumers have ended their relationship with a company due to poor customer service.
2
%
Despite advances in technology, businesses still receive up to 80% of their incoming communications via the telephone
HOW MUCH ARE MISSED CALLS COSTING YOUR BUSINESS?
HOW MUCH ARE MISSED CALLS
7 OUT OF 10ON AVERAGE, SMEEMPLOYEES SPEND
7 OUT OF 107 OUT OF 10consumers have ended their relationship with a company due to poor customer service.
of these consumers take their business to a competitor instead
OF PEOPLE (NEARLY ALL OF US) say poor phone skills leave a bad impression
61%
PER WEEK DEALING WITH COMPLAINTS BECAUSE THEY CAN’T REACH EMPLOYEES IN A TIMELY MANNERON AVERAGE, SMEEMPLOYEES SPEND
7 OUT OF 107 OUT OF 10consumers have ended their relationship with a company due to poor customer service.
2
%
Despite advances in technology, businesses still receive up to 80% of their incoming communications via the telephone
HOW MUCH ARE MISSED CALLS COSTING YOUR BUSINESS?
61%
ON AVERAGE, SMEEMPLOYEES SPEND
7 OUT OF 107 OUT OF 10consumers have ended their relationship with a company due to poor customer service.
2
%
Despite advances in technology, businesses still receive up to 80% of their incoming communications via the telephone
HOW MUCH ARE MISSED CALLS COSTING YOUR BUSINESS?
15 people 24 people
4 out of 5
15 people 24 people
4 out of 5
A recent YouGov survey shows a WHOPPING
of people said they did not trust overseas call centres to keep personal data safe.
83 %
ON AVERAGE, CONSUMERS TELL
15 people 15 people
about good customer service 24 people 24 people
about bad experiences
of these consumers take their business to a competitor instead
OF PEOPLE (NEARLY ALL OF US) say poor phone skills leave a bad impression
A recent YouGov survey shows a WHOPPING
of people said they did not trust overseas call centres to keep personal data safe.
83 %
ON AVERAGE, CONSUMERS TELL
15 people 24 people
61PER WEEK DEALING WITH COMPLAINTS BEACUSE THEY CAN’T REACH EMPLOYEES IN A TIMELY MANNER of these consumers take their
business to a competitor instead
OF PEOPLE (NEARLY ALL OF US) say poor phone skills leave a bad impression
A recent YouGov survey shows a WHOPPING
of people said they did not trust overseas call centres to keep personal data safe.
83 %
ON AVERAGE, CONSUMERS TELL
61%
PER WEEK DEALING WITH COMPLAINTS BEACUSE THEY CAN’T REACH EMPLOYEES IN A TIMELY MANNER
££ ££
£
£
%
4 out of 5 4 out of 5 people say they have lost their patience and hung up when faced with a long call centre queue.
£309,000 SME’S WITH 100 EMPLOYEES COULD BE LEAKING
annually as a result of communication barriers and latency
OF MISSED CALLS WILL NOT CALL BACK
%
of people will not leave a voicemail and will hang up when confronted with an automated system.
!!! ! !
15 people about good customer service experiences
24 people about bad experiences
££ ££
£
£
%
4 out of 5 4 out of 5 people say they have lost their patience and hung up when faced with a long call centre queue.
£309,000 SME’S WITH 100 EMPLOYEES COULD BE LEAKING
annually as a result of communication barriers and latency
OF MISSED CALLS WILL NOT CALL BACK
%
of people will not leave a voicemail and will hang up when confronted with an automated system.
!!! ! !
15 people 15 people
about good customer service experiences
24 people 24 people
about bad experiences
££ ££
£
£
%
4 out of 5 4 out of 5 people say they have lost their patience and hung up when faced with a long call centre queue.
£309,000 SME’S WITH 100 EMPLOYEES COULD BE LEAKING
annually as a result of communication barriers and latency
OF MISSED CALLS WILL NOT CALL BACK
%
of people will not leave a voicemail and will hang up when confronted with an automated system.
!!! ! !
£30,614 TA
ON AVERAGE NEW EMPLOYEES IN SMES (1-250 WORKERS) TAKE
to reach optimum productivity
WHEREAS MICROBUSINESSES(1-9 WORKERS) typically take a shorter amount of time to reach optimum productivity at just
LARGE FIRMS WITH OVER 250 WORKERS REACH OPTIMUMPRODUCTIVITY AT
£30,614 TA
ON AVERAGE NEW EMPLOYEES IN SMES (1-250 WORKERS) TAKE
to reach optimum productivity
WHEREAS MICROBUSINESSES(1-9 WORKERS) typically take a shorter amount of time to reach optimum productivity at just
LARGE FIRMS WITH OVER 250 WORKERS REACH OPTIMUMPRODUCTIVITY AT
£30,614 TA
ON AVERAGE NEW EMPLOYEES IN SMES (1-250 WORKERS) TAKE
to reach optimum productivity
WHEREAS MICROBUSINESSES(1-9 WORKERS) typically take a shorter amount of time to reach optimum productivity at just
LARGE FIRMS WITH OVER 250 WORKERS REACH OPTIMUMPRODUCTIVITY AT
UK BUSINESSES ARE
each year because they fail to answer calls
LOSING £31.6 BILLION
BUSINESSES WHO USE TELEPHONE ANSWERING SERVICEShave claimed as much as a
50% PRODUCTIVITYINCREASE
UK BUSINESSES ARE
each year because they fail to answer calls
LOSING £31.6 BILLION
BUSINESSES WHO USE TELEPHONE ANSWERING SERVICEShave claimed as much as a
50% PRODUCTIVITYINCREASE
COMPANIES USING VIRTUAL ASSISTANTS
SAVE UP TO £12,000 A YEAR
£ £ £ £ £ £ £ £ £ £ £ £
Sources:
http://www.numberstore.com/call-statistics.htmlSiemens sponsored SIS international research study - http://www.tdsbusiness.com/Resources/white-pa-pers-top-5-communication-pain-points.pdfhttp://www.contact-centres.com/0312.rage.htm Study from The Study Shop - http://www.pcnanswers.com/so-you-really-think-you-dont-need-an-answering-service/http://www.myasd.com/post/1788589-using-statistics-to-grade-your-answeringhttp://www.contact-centres.com/0312.rage.htm http://www.greenbook.org/marketing-research/small-midsize-business-communications-hidden-costshttp://www.hrreview.co.uk/hr-news/recruitment/it-costs-over-30k-to-replace-a-staff-memberhttp://www.streetdirectory.com/etoday/top-5-ways-a-virtual-assistant-can-save-you-money-wuweof.htmlVodafone Survey - https://www.youtube.com/watch?v=Jc3_G9SGQ8w
“The first impression you give to your customers is the one that lasts the longest.”
Answer-4u.com - comprehensive 24/7 Telephone Answering Services catering for every customer requirement from sole traders to multi-national corporate companies, and everything in between.
COMPANIES USING VIRTUAL ASSISTANTS
SAVE UP TO £12,000 A YEAR
£ £ £ £ £ £ £ £ £ £
Sources:
http://www.numberstore.com/call-statistics.htmlSiemens sponsored SIS international research study - http://www.tdsbusiness.com/Resources/white-pa-pers-top-5-communication-pain-points.pdfhttp://www.contact-centres.com/0312.rage.htm Study from The Study Shop - http://www.pcnanswers.com/so-you-really-think-you-dont-need-an-answering-service/http://www.myasd.com/post/1788589-using-statistics-to-grade-your-answeringhttp://www.contact-centres.com/0312.rage.htm http://www.greenbook.org/marketing-research/small-midsize-business-communications-hidden-costshttp://www.hrreview.co.uk/hr-news/recruitment/it-costs-over-30k-to-replace-a-staff-memberhttp://www.streetdirectory.com/etoday/top-5-ways-a-virtual-assistant-can-save-you-money-wuweof.htmlVodafone Survey - https://www.youtube.com/watch?v=Jc3_G9SGQ8w
“The first impression you give to your customers is the one that lasts the longest.”
Answer-4u.com - comprehensive 24/7 Telephone Answering Services catering for every customer requirement from sole traders to multi-national corporate companies, and everything in between.
365