Number of Missed Calls

What is the Number of Missed Calls?

The Number of Missed Calls KPI counts the number of contacts that tried to get in touch with your company but did not receive an answer. This metric, therefore, gives you an overview of your customer service team’s performance on a daily, weekly or monthly basis.

While it’s of course ideal for a company to not have any missed customer calls, this situation can come with a silver lining: it can be an indicator that a marketing campaign is paying off among your customer base. More simply, it can also indicate your company is rapidly growing.

Why is the Number of Missed Calls important?

There are both positive and negative aspects to the Number of Missed Calls KPI.

A large number of missed calls could mean your company is on a major growth streak, or you’re starting to see the fruits of an important marketing campaign.

Alternatively, however, a large Number of Missed Calls can indicate staffing shortages at your company. It can also indicate your support staff haven’t been sufficiently trained. Regardless of the reason, a too-high Number of Missed Calls means customers and clients aren’t getting the attention they deserve.

How to reduce the Number of Missed Calls

The best way to ensure your company misses as few calls as possible is to ensure sufficiently large staffing for your support and sales teams. If your company’s ratio of missed to answered calls is too high, there’s a simple solution–hire more staff!

It’s recommended to use this KPI daily because clients tend to get impatient. Giving your team constant access to this information will stimulate a more dynamic routine in their department. After all, the sooner you reach the client, the more likely it is that you will end up closing the deal.

Other KPIs related to Number of Missed Calls include:

• Number of Waiting Calls
• Duration of Answered Calls
• Duration of All Calls

Check out these KPIs from Plecto for your sales and support teams today.