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Don't Miss Another Opportunity |
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Easily Track and Handle Abandoned Calls
In a perfect world, if you ever missed a call, there would be a super easy way to see what calls were missed, call them back and add a note about the missed call being handled, all on one screen. RingByName has made that perfect world a reality for 2019 in order to simplify the tracking process and make you more productive.
One of the most important metrics used by Sales Departments and Contact Centers is Unreturned Calls (sometimes referred to as abandoned calls). The unreturned call metric refers to any call which is not answered and where an outbound return call has not been to the customer, or where a subsequent call has not been during a specified period of time. |
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R! Just Made Returning Missed Calls Faster and Easier to Keep Track Of
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Why Is the Unreturned Call Report Useful?
Many businesses use this report for a variety of reasons, including:
- To base their staffing levels and scheduling around the peak call hours for their business
- To return calls to prospective clients looking for information about their service
- To return calls to existing customers and to provide an additional level of customer service
- To maximize conversion rates on their leads
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Where Can I Access the Unreturned Calls Report?
The Unreturned Calls are listed within the Call Monitoring area of the system administration portal. To access them, click on your name located in the top-right corner of the screen and click on "System Administration" in the drop-down menu.
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Click on the Monitoring icon located along the top navigation area.
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First, generate an on-demand report, select the desired date range, the desired department, and click on search.
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Next, click on the "view" link in the Unreturned call box located at the right-most position.
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The Unreturned Calls report will list all unreturned calls at the top of the screen for the selected time period. The report will include the date and time of the call, the caller's number, their name (based on the Caller ID or stored contact information), and the number of times their call has been missed during the selected reporting period. Located to the right of all unreturned calls, three action icons appear: call, SMS, and Note.
Calls can be moved from the Unreturned Call section to the Handled Call section by clicking on one of the action items.
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Handling Unreturned Calls
The following actions can be taken:
- Returning a Call: Clicking on the return call icon will launch a call to your extension. Once answered, your call will be connected to the target number. It is important if using this feature to login using the credentials associated with your extension, registered device, or mobile device.
- Sending an SMS Message: This option allows you to send a text message to the target number. Once sent, the call will automatically be moved to the handled call area.
- Marking the call Handled or returned with a call note: This option allows you to annotate the call and move it to the handled call list. This option is ideal for documenting calls that are not valid sales calls, such as telemarketing or wrong number dials.
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