Issue: Study Finds
Professional Response to Calls Lacking
which offers a range of telephony-based call routing and e-commerce services
for businesses, recently conducted a study to quantify the experience
of call numbers listed in online directories. The company's findings suggest
that at least in certain categories, small businesses are losing revenue
because they are not adequately responding to phone calls.
For instance, in the
Plumbers heading, only 25 percent of calls reached the plumber, and only
6 percent of plumbers returned phone calls after the caller left a message.
The findings do suggest that local businesses may be getting more potential
value from online directories than they realize. But because of poor business
practices or understaffing, they fail to capitalize on the opportunity.
It should be noted that the research uncovered an overall error rate of