Short answer: A customer who calls you is the closest to buying. If that call goes unanswered and nobody calls back quickly, the customer calls another company. dooCall shows missed calls from employees' SIM phones in a separate report, so none slip through.
Why is a missed call expensive?
An inbound call is the result of money spent on advertising, brand and referrals. If it goes unanswered, that spending is wasted.
Harvard Business Review studied 2,241 companies in 2011:
- Only 37% answered an online lead within an hour.
- Those who answered within an hour were about 7 times more likely to qualify the lead.
- Compared with those answering after 24 hours or more, the gap reached 60 times.
- The average response time was 42 hours.
The study covers online leads, but the logic holds for calls: the company that answers while the customer is waiting wins.
Why do calls get missed?
- The rep is on another call.
- The employee is at lunch, on the road or in a meeting.
- Calls come in after working hours.
- The customer called a rep who has left.
- Nobody checks the missed-call list.
The last reason is the most common. Missing a call is normal; the problem is not calling back.
How do you count missed calls?
The dooCall cabinet has a separate missed-calls report. The dashboard for 1, 3 and 7 days shows total, answered and missed calls, including per employee.
A simple calculation:
- Take the number of missed inbound calls in a month.
- Find how many were never called back.
- Multiply by your inbound-call-to-sale rate and average order value.
Illustrative example: 200 calls a month not called back, a 10% inbound-call-to-sale rate and an average order of 3 million so'm come to about 60 million so'm of missed sales a month. These figures are only an example; use your own data.
What routine should you set?
The simplest rule: every missed call gets a call-back within a set time.
- During working hours, call back within 15–30 minutes.
- For after-hours calls, call back in the first hour of the next day.
- At day's end the manager reviews the missed-calls report.
- Calls not returned count toward each employee's KPI.
- A departed rep's number is handed to another employee.
What changes with dooCall?
- Missed calls are visible. They don't get lost in the phone log; they sit in their own report.
- Accountability per employee. You see who left how many calls unanswered.
- The number belongs to the company. The number customers saved keeps working after an employee leaves.
- History in the CRM. With Odoo, Bitrix24 or amoCRM connected, the call stays on the customer record.
Frequently asked questions
Does dooCall call back automatically? No. It shows missed calls; the employee calls back.
Can I see all employees together? Yes, the dashboard and reports show everyone together and each person separately.
How much does it cost? 49,000 so'm per phone per month, with a 14-day free trial.
Sources
- Harvard Business Review, "The Short Life of Online Sales Leads", 2011: https://hbr.org/2011/03/the-short-life-of-online-sales-leads
- SmartCompany, figures from the HBR study: https://www.smartcompany.com.au/marketing/20110704-are-you-letting-online-leads-go-cold/
- dooCall official site: https://doocall.uz
Related: Why customers don't answer · When a rep quits, does the client base go too? · dooCall pricing and ROI
To start tracking missed calls, send a request or call +998 77 093 00 07.