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Concept photograph: Silent unbranded office telephone with small amber message indicator in a quiet reception at closing time, purple twilight, calm realistic photograph

A better response to missed calls

When the team cannot answer, what should happen next?

A missed call may be a new enquiry or a customer waiting for help. Give the team a practical way to cover busy periods and follow up messages.

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Concept photograph illustrating Try another person

Try another person

Use a second ring group after the first team has had time to answer.

Concept photograph illustrating Set expectations

Set expectations

Keep a waiting caller informed and avoid leaving them in a queue indefinitely.

Concept photograph illustrating Make messages useful

Make messages useful

Explain what details to leave and agree who checks the mailbox.

What to work through

Concept photograph illustrating Find the busy periods

Step 1

Find the busy periods

Look at the times and teams most likely to miss a call.

Concept photograph illustrating Choose the fallback

Step 2

Choose the fallback

Set the wait and the next destination.

Concept photograph illustrating Assign the follow-up

Step 3

Assign the follow-up

Someone needs to own the message after the call has ended.

Questions you might have

Can the website send a missed-call text?

No. Missed-call messaging is part of the planned platform and requires a separately integrated messaging service and appropriate controls.

Can you guarantee we will never miss a call?

No. Good routing helps organise the response, but staffing, connectivity, demand and follow-up all affect the outcome.

Put it into a design.

Add your teams, try the caller journey and download an itemised estimate from the builder.

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