Is Simply Saying 'The Person in Charge is Unavailable' Over the Phone Causing Lost Opportunities? Rethinking the Quality of Initial Responses
Introduction
"The person in charge is currently unavailable, so please call back later." Many of you have likely used this phrase when handling phone calls. However, ending a call with just this one sentence may actually be leading to significant lost opportunities.
In this article, we will explain why an initial response that only conveys the unavailability of the person in charge carries risks, and what kind of initial response is desirable.
The Risks of Responding Only with 'The Person in Charge is Unavailable'
1. The call ends without the purpose being understood
If a call ends simply by stating that the person in charge is unavailable, the company is left with no information about why the caller reached out. Even if the matter is urgent, you may fail to realize its importance.
2. It forces the caller to go through the trouble of calling again
If you only say "please call back later" without promising a return call, the caller is forced to go through the effort of calling again. This inconvenience can sometimes be the trigger for them to switch to a competitor.
3. It easily leaves an impression of being "careless"
A response that simply conveys unavailability without even asking for the purpose of the call may give the caller the impression that the company is not very professional.
4. You cannot realize the lost opportunities
If there is no record of how many calls ended because the person in charge was unavailable, you cannot even grasp how many opportunities you are missing.
A Desirable Approach to Initial Responses
1. Always ask for the purpose of the call
Even if the person in charge is unavailable, the basic approach is to first ask, "May I ask the nature of your inquiry?" and record the details. This allows for a smooth response once the person in charge returns.
2. Provide an estimate for a return call
By providing an estimate of when you can get back to them, such as "We will return your call by the end of the day" or "We will handle this by tomorrow morning," you can reduce the caller's anxiety.
3. Confirm the urgency
Just by adding a single question like, "Is this an urgent matter?" it becomes easier to grasp the priority of the response. If the matter is highly urgent, you can consider flexible options such as connecting them to another staff member.
4. Accurately record contact information
Accurately listening to and recording the necessary contact information for a return call leads to reliable follow-up.
Building a system to stabilize the quality of initial responses
1. Establish rules and manuals for handling calls
To ensure consistent quality regardless of who handles the call, it is effective to share simple rules on how to listen to the purpose of the call and how to convey information about a return call.
2. Create a system to record and share call details
By setting up a system to record call content and reliably share it with the person in charge, you can prevent missed responses.
3. Utilize AI and automated responses for initial handling
If it is difficult for humans to handle every call, utilizing AI for initial response to listen to the purpose of the call and provide basic guidance is an effective option. You can maintain a consistent level of response quality even during hours when you are short-staffed.
4. Periodically review response quality It is also important to have opportunities to periodically review what kind of responses are actually being made and identify areas for improvement.
Summary
An initial response that ends by simply saying 'the person in charge is unavailable' can lead to missed messages, place a burden on the caller, and worsen your company's image. By establishing a system for polite responses—such as listening to the purpose of the call, providing an estimate for a return call, and confirming the urgency—you can prevent lost opportunities and increase customer trust.
If you feel that 'handling calls when someone is away is left entirely to the person in charge,' why not review your rules for initial responses?
Inquiries
Please feel free to contact us for consultations regarding building phone response systems or introducing AI phone services.
We will continue to provide useful information for small and medium-sized enterprises and sole proprietors, so please follow us if you like.
Email: makasete@spot.co.jp
LINE: @makasete
Contact: Kiyora Shinjo
TEL: 050-5574-1656