Guides
Five ways to keep callers from falling through the cracks
Practical call-handling setup for small teams, using queues, routing and voicemail.
The Loxti Team · · 1 min read
Most missed calls are not caused by a lazy team. They happen because nobody was clearly responsible for the call at that moment. These five habits close that gap.
1. Give every call an owner
Route calls to a queue that rings a team, not to one person's phone. When the first person is busy, the next one rings, and the caller does not hear an endless ring.
2. Keep the menu short
If you use an IVR menu, offer a few clear choices. Every extra level is another chance for a caller to hang up. If most callers want the same thing, route them straight to the queue.
3. Make waiting bearable
Hold music and a clear message about what is happening tell the caller they have not been forgotten. A caller who knows to expect a person soon waits longer than one who hears silence.
4. Always have a fallback
Decide in advance what happens when nobody answers: voicemail with a clear greeting, a text-back that tells the caller you will call them, or a transfer to another team. Then someone on the team checks it every day.
5. Review what happened
Look at calls that were missed or abandoned, and ask what they have in common. Often it is the same hour of the day or the same menu option, and the fix is a small routing change.
Loxti includes call queues, a visual flow builder, hold music, voicemail and missed-call text-back. Start a free trial to set up a queue in an afternoon.