Why Missed Calls Matter More Than You Think
It’s always been important to take good care of your customers — and most of us know it’s far cheaper to keep a customer than to win a new one.
Customer satisfaction happens on many levels within a company, but one department usually takes center stage: customer service.
It’s the team with the most contact with your customers — and the one that shapes how they feel about your brand.
And if there’s one thing we’ve learned, it’s that customers expect answers. Fast ones.
That’s why today, we’re talking about missed calls — and why analyzing and following up on them is essential.
Missed Calls Create Unhappy Customers
Calls that go unanswered don’t just disappear — they create frustration. If it happens repeatedly, dissatisfaction builds quickly.
And here’s the thing: a dissatisfied customer is twice as likely to share their bad experience compared to a happy one. That’s why making sure every call is handled matters.
The 3 Most Common Reasons for Missed Calls
1. Overload
The most common reason for missed calls is also the simplest to fix: too few agents for too many calls.
Finding the balance is key. You need to weigh response time against profitability — sometimes, adding just one more person to the phones can make all the difference.
2. Distractions
In many cases, agents handle multiple channels — calls, emails, chat, and social media. It’s easy to get caught up in the wrong one, leaving the call queue waiting.
3. Poor System Support
If your phone system isn’t optimized, it can easily fail you. Do you have a smart IVR that distributes calls fairly? A fallback plan for long queues? Can you track missed calls and follow up? Can you analyze your call flow easily?
Why Call Analytics Is Essential
Just like the Swedish Transport Administration has its zero-vision, it’s a nice idea to aim for zero missed calls — at least as long as you can turn missed calls into follow-ups.
Missed calls will always happen. The key is what you do with them.
Start by making sure you can analyze your call traffic quickly and clearly. Ask yourself:
- Are we meeting our KPIs?
- How many calls are missed?
- How long do customers wait before hanging up?
- What’s our average response time?
Then dig deeper:
- When are most calls coming in?
- When do we miss the most?
For example, if you can see that your busiest hour is between 9–10 a.m. and that’s also when you miss the most calls — but those calls are later followed up — you’ve already gained valuable insight.
These data points help you make data-driven decisions:
- Do we need to adjust staffing levels?
- Is our system support doing its job?
All This — and More — in lynes Analytics
With lynes analytics, you can track, analyze, and act — directly from your mobile or desktop.
It’s built to give you the insights you need to reduce missed calls and turn every lost opportunity into a handled one.
Evolving With Telephony at the Core
At lynes, we continuously develop tools that make business communication smarter and smoother.
Analytics is a key part of that — helping you ensure every call counts.
With lynes, you get everything you need to minimize missed calls and maximize customer satisfaction.
