Lost Call

    What is a lost call, what types are there and how can they be avoided? We provide the answers.

    What are lost calls?

    A lost call is a missed call in a call center or contact center where the caller was not connected to an agent and the contact attempt was terminated prematurely. This can happen during the waiting time, in the transfer or in the IVR (Interactive Voice Response). Lost calls represent a missed opportunity for customer interaction and can have a negative impact on customer satisfaction and loyalty.

    Types of lost calls

    Callers hang up (inbound)

    • Inbound calls are considered lost calls when callers hang up before customer service staff can answer the call. The number of these unanswered calls (lost calls) increases when there are too few staff (shortage).

    No free agents (outbound)

    • In active customer contact, on the other hand, lost calls are connections that are set up via a predictive dialer and accepted by the called party, but are terminated again before a conversation is established due to a lack of free agents.

    Reasons for lost calls

    Lost calls occur for a variety of reasons:

    1. Long waiting times: If customers have to wait too long, they often hang up before they are connected to an agent.

    2. Insufficient capacity: If there are not enough agents available to handle the call volume, this leads to lost calls. This is the case with unexpected call peaks, for example.

    3. Complex IVR systems: An incomprehensible or overly complicated IVR system can lead to customers abandoning the call.

    4. Technical problems: Malfunctions in the system, such as disconnections or malfunctions in the call software, can also lead to lost calls.

    Consequences of lost calls

    The impact of lost calls on a company can be considerable:

    • Loss of revenue and business opportunities: Missed calls often mean lost sales opportunities or missed opportunities to resolve customer concerns.

    • Poorer customer experience: When customers are unable to get in touch with the company, this leads to frustration and dissatisfaction.

    • Damage to brand image: Frequent lost calls can negatively impact the company's image as customers perceive it as unreliable or hard to reach.

    How is the lost call rate calculated?

    The lost call rate indicates how many calls were lost before they could be answered. It is calculated as a percentage of the total number of incoming calls:

    Lost call rate = (number of lost calls / total number of incoming calls) x 100

    Example: If 1000 calls were received in a month and 150 of them were lost calls, this results in a lost call rate of 15%.

    Reduce lost calls

    Reducing lost calls can significantly increase customer satisfaction and improve the company's results.

    Optimize personnel capacities

    • By accurately forecasting call volumes and flexibly scheduling agents, peak times can be better managed. Many ACD software solutions come with staff planning tools. The multichannel ACD VIER engage also offers workforce management that allows you to plan your staff based on calculated forecasts.

    Shorten waiting times

    • Improved routing systems, call prioritization and more effective use of self-service options can reduce waiting times. One effective method of relieving call centers is the use of voicebots. These automated voice systems can answer basic customer queries immediately without the need for human agents. VIER offers Smart Dialog, an easy-to-configure voicebot.

    Improve IVR systems

    • More user-friendly and intuitive IVR navigation helps prevent abandonment during menu navigation. With some IVR solutions, you can independently adjust the routing of incoming calls. This is also the case with the CallFlow Designer of the IVR from VIER.

    Strengthen technical infrastructure

    • Regular maintenance and testing of the call systems ensure a stable connection and reduce technical failures. Make sure that the individual providers are certified accordingly.
      VIER, for example, is a "      Zero Outage Certified Supplier".

    Offer call-back options

    • An automatic callback option can prevent customers from hanging up if they cannot immediately reach a free agent. Set up a corresponding option in the IVR via the Callflow Designer. Customers can then be called back by the agents as soon as they have free capacity again.

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