How to minimise lost calls

Posted on 7th October 2021 under Blog.

No-one likes missing a call, losing an opportunity, or disappointing a customer of client. Calls are important and losing calls can lead to customer frustration and missed sales. This article will help overcome these challenges and help reduce or even stop lost calls.

Call queuing

Call queuing is a system which does exactly what it says on the tin. It allows callers to join a virtual queue according to when they rang you. Using a call queuing system, you can significantly reduce lost calls, resulting in less missed business opportunities and fewer customer complaints.

The system works by allocating each person a position in the queue and professional audio such as music, advertisements or notifications of the callers position in the queue – keeping the caller engaged and reducing the chances of them hanging up the call. This audio messaging also provides an opportunity for your business to upsell by promoting services and products to callers whilst they wait – filling time and making your business fully effective and productive as possible.

Call reporting and wallboards

Call reporting and wallboards will display all of your call statistics and analytics to staff members. The wallboards will provide valuable information on number of calls in queues, queue time, when calls are being missed, returned answered and more. The information displayed provides a clear understanding of how your business and its telecommunication operates. For example, you can use the reporting software to identify peak calling times to ensure more staff are present at this time to help reduce queue time and the number of missed calls.

The statistics will help employees improve time management, by assisting with decision making to ensure the business can provide a more positive experience to customers and callers.

How to minimalise lost calls

Day and night mode

We often see some of our clients’ missing calls because their office is closed. With day and night mode, you can set your telephone system to automatically switch messages when the workplace closes. When the office or workspace closes for the day, you can set messages detailing opening hours, followed by the option to leave a voicemail.

Day and night mode can also redirect calls to a specific mobile number or DDI for when your office or store is closed – allowing you to answer calls even after you’re closed reducing those costly lost calls.

Voicemail to email

Voicemail to email is a software that sends any missed call voicemail messages directly to your email inbox. It works by sending you all voicemails you miss as an attachment media file as separate emails each time you receive a new one. So, for instance, you may work away from your fixed handset, meaning calls are sometimes missed due to your absence. With voicemail to email you have the ability to work remotely and still access voicemail to return customer calls – even when working away.

You can even forward emails onto the relevant members of staff so that voicemails are dealt with more efficiently if needed.

CRM integration

Why not integrate your phone system with your CRM. You can use CRM integration to help your business minimise lost calls. When a customer or prospect calls up, the integration will automatically identify the caller with a small ‘screen-pop’ window showing you all of their information – such as name, contact details and so on.

CRM integration helps your business minimise lost calls as you’ll be able to divert them to the right department quickly. You can also set up an alert if the caller is a prospect so that you can answer the call as quickly as possible so as not to lose business.


Using these tailored strategies will help any business minimising lost calls. If you’re finding that a lot of your calls are going unanswered, it may be time to look at an upgrade into your telecommunications. Feel free to give our team a call on 01656 33 44 55 or email