Many small-to-medium sized businesses in the UK face the potential customer loss due to the inefficient way they are handling incoming customer calls.

Research shows that, in some instances, 8 out of 10 customers will now hang up if their call is not answered within just 10 rings. The research uncovered evidence that, based on their attitude to doing business over the phone, the 25-40 age group might deserve to be renamed the 'Impatient Generation'.

The survey interviewed 138 adults aged between 25 and 40 in the UK last month - with the aim of understanding changing attitudes to telephone service. The research quizzed consumers on how long they're prepared to let the phone ring out when calling different kinds of businesses before they hang up.

‘Lost calls impact on your bottom line.’ said Chris Brassington, CEO of Totem Communications which carried out the research. ‘This research shows how important it is that small and medium size businesses recognise the need to handle incoming calls efficiently to provide customers with a positive experience so they call back again and again. Customers today want immediate service and, if they don't get it, they may well take their business elsewhere.’

08-Numbers carried out the research as part of the launch of the company's Call Planner campaign. The research found that:

• 8 out of 10 people will hang up if a travel agent doesn't answer within 10 rings.
• 6 out of 10 will hang up if a financial services company doesn't answer within 10 rings.
• 6 out of 10 hang up after 10 rings if a restaurant doesn't answer.

Emotions run high when it comes to telephone service. Of those surveyed, 8 out of 10 admitted to getting extremely upset when their call is ignored and having to endure endless ringing without a response or an option to leave a message. Equally upsetting are calls being answered by a clueless receptionist. Another cause of aggravation for 7 out of 10 respondents is being transferred to the wrong person.

Chris Brassington continued: ‘The findings of the research send a clear message to businesses - don't take your customers for granted. It can take just one unanswered call for a customer to hang up and call another supplier. Nor is the fact that the person is an existing customer any comfort - 6 in 10 of those surveyed said that the fact they were an existing customer did not make them willing to wait longer on the phone.

‘The success of a business, particularly a growing one, hinges both on the quality of its customer interactions and high levels of 'enquiry to sales' conversions. Call Planner is designed to ensure all incoming calls are sent to three target numbers or if no one is available the call is handled by an efficient call answering service. This guarantees that customers' contact experiences are positive and sales opportunities are never missed.’

By all means enquire now using the online form. We’d be delighted to call you at a time that suits you and tell you more about how our non-geographic numbers and Smart Call Plans can help business grow for you.

We also positively encourage you to call of course, on FREEPHONE: 0800 848 8000

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