None of us wants to miss our customer's call. If you see a lot of missed calls on your dashboard and would like to understand them and reduce them, read on. Unlike your cell phone, we at Exotel classify missed calls into two types:
1. Call Attempt:
Simply put, these are customer hang-ups/cancelled calls even before Exotel could try connecting the call to one of your available agents. There could be plenty of reasons why a customer chose to disconnect an ongoing call. One of them could a big boring IVR, lengthy waiting time and so on. This is how one of a Call-Attempt looks on the Call detail page:
2. Missed Call:
These are the normal missed calls on which Exotel tried to connect your customer's call to your agents and one of the following scenarios occurred:
* All of them were busy or
* No one picked up the call even though the call rang on their phones or
* Customer decides he has waited for long enough & then hangs up.
Look at the "Here is what happened" portion in the call detail page to confirm what type of call it actually is:
Suggestions to reduce missed calls:
Reduce the length of your Greeting or IVR Menu. Be crisp & to the point. For example:
Thank you for calling Exotel. Please press 1 to talk to our customer support team, please press 2 to talk to our sales team or if you know the extension, please dial now.
This IVR message can be shortened as -
Thank you for calling Exotel. Press 1 for support, 2 for sales or dial the extension.
Get a professional voice recording done. They say the first impression is the best impression. An excited happy person's voice is better than a sad gloomy person. An excited happy woman's voice is probably even better. You could get your text recorded using Exotel's voice over recording service too.
Turn off call waiting: Your agents may get calls from their friends & family. As Exotel does not know they are on a call, it will still try to call their number for the duration of "Number of seconds to ring the agent's phone before trying the next person". To avoid this, ask them to turn off the call waiting in their handset. Most feature & smartphones will have this option. This will ensure that Exotel will quickly go to the next available agent.
If you have more people in your company, add them to the group that is getting the calls. Exotel is about flexibility. So add as many people as you can in your system. It is pretty easy to turn them on/off anyway.
Adjust the time to ring on the agent phone until you get the optimal value.
Take a voicemail or send an SMS back (as a part of the call flow) saying sorry. If you use a ticketing system, then use the ticketing system's email gateway ID as the email address in the group so that "unattended call emails" become tickets.
Watch out for situations where all users in a group go "OFF".
Ensure that all users are "verified" users. Exotel will not send calls to them otherwise.
Not all "Call attempts" are bad calls. For eg, if you are running a missed call campaign, naturally it will show up as a Call Attempt in your inbox.
If you have a timing applet and are informing the customer that you are closed and then hang up, it will still show as a call attempt.
Customer Happiness Team contact details: