Look, as business owners, we've all been there. You're deep in a strategy session, or maybe you're finally getting a moment to yourself to grab a quick lunch, and then…your phone rings. It's the dreaded sound of a call. You and I know that it's a potential client slipping away—a missed opportunity—and a nagging feeling that you're dropping the ball.
I've been in the answering service industry for over thirty years, and I've seen firsthand how missed calls can cripple a business, especially in the early stages. You're building something, pouring your heart and soul into it, and then things as simple as missed calls can derail your progress. It's frustrating, not just for you, but for your customers too. What can you do about it?
Well, in this blog, we're going to be looking at not only but also how you can stop missing calls as soon as today but also why you're missing calls. Let's get into it.
What Missed Calls Really Cost You in 2025
Those missed calls aren't just those numbers in red that you see on your phone, they mean more than that.
- Lost Revenue: Every missed call is a potential lost sale, a missed appointment, a missed opportunity to build a relationship with a customer. If you don't answer, they're likely to find a competitor who does.
- Reputation Damage: In today's digital age, word travels fast. Customers who can't reach you are likely to share their frustrations online. A negative review or a social media post can damage your reputation and deter potential customers. (I can't tell you the amount of times I've chosen not to go to a restaurant because of reviews citing "poor service". It matters!).
- Customer Churn: Consistently missing calls can lead to customer dissatisfaction and ultimately, customer churn. If your customers feel like they're not being valued, they'll take their business elsewhere.
Alright, so we know the problem. What are the solutions?
How to Stop Missing Calls as Soon as Today!
So, we've identified the problem, now let's talk solutions. What can you do to ensure your phone lines are answered consistently and professionally?
Option #1: Expand Your In-House Team
It's almost self-explanatory, but it needs to be said: hiring more people may be the answer to all your proble,s. (We'll get to why we say "may" later). Many businesses find that hiring a dedicated receptionist or call center staff allows them to maintain complete control over their call handling process.
However, this option comes with its own set of considerations. You'll need to factor in salaries, benefits, training, and the ongoing costs of managing an internal team. (We've actually put together a blog post weighing the pros and cons of hiring in-house versus partnering with an answering service!). It might be helpful to take a look at that to make an informed decision.
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Option #2: Training Your Current Team
And then there's the option of empowering your existing team. Sometimes, the issue isn't a lack of staff, but a lack of training or efficient processes. Investing in training programs to improve your team's call handling skills can make a significant difference.
Teach them how to handle different types of calls, how to use your phone system effectively, and how to provide excellent customer service. By equipping your team with the right tools and knowledge, you're guaranteeing your caller's experience to be a good one.
Obviously, the biggest consideration here is cost. How much will training cost your team should be weighed against the value of having one of your own answer your phones? Do your callers require expert answers on your business? Or, are your callers usually looking for somewhat generic messages? And another consideration: is it in your staff's best interest to be spending time behind the phones? Would they be of better use in some other task? And if so, who else can handle your phones?
I know that's a lot of questions to ask yourself, but it's worth it! Now, you might find relief in option 3.
Option #3: Hiring an Answering Service to Handle Your Calls 24/7
One common question we hear is, "How can I handle call surges without hiring a full-time receptionist?" That's where exploring external support comes in.
Many businesses find value in partnering with an answering service. These services act as an extension of your team, providing a safety net for those times when your internal resources are stretched thin.
Think of it as a relief valve. When you experience a sudden surge in call volume, or when you need after-hours support, an answering service can step in and handle those calls promptly and professionally. They can take messages, schedule appointments, and even handle basic customer inquiries, freeing up your team to focus on other important tasks. And when you weigh the cost of an answering service against staffing in-house receptionists, it actually works out in favor of the answering service!
Another option you may have stumbled across: hiring virtual assistants. Learn about the differences between virtual assistants and answering services here!
Ultimately, the best solution will depend on your specific needs and circumstances. Consider your budget, your call volume, and your long-term growth plans.
Bonus: Great Answering Services That Grow With You
So, what separates any regular answering service from a great answering service? Scalability.
As your business grows, your call volume will likely increase. Great answering services are designed to handle that growth. One of the ways you can inspect this is by seeing how they scale handling calls for larger businesses. These days, AI is becoming increasingly valuable in call management. You might think, "Why does that matter for my team? We don't need that".
An answering service with a smart integration with artificial intelligence doesn't swap out human agents for AI ones. They use them together. Think of it like a backup system, a safety net for our human agents. During unexpected call influxes, like those caused by natural disasters, AI can step in and handle the overflow, ensuring that no call goes unanswered. AI augments the call handling process, allowing human agents to focus on the most important calls. That way, no matter how large your call volume is, you'll always be covered.
If you want to learn more about the emerging AI answering services, we have a blog looking at the true pros and cons of an AI answering service here!
Why Are Small Business Owners Missing Calls Anyway?
Why are businesses, especially small to medium-sized ones, struggling to answer their phones? It's not always as simple as being "just too busy." Here are a couple factors:
The "Doing-It-All" Startup Struggle
I remember a client, who was literally doing everything themselves—sales, marketing, and customer support. He'd tell me, "Aaron, I'm constantly running back to grab the phone. It's like I can't catch a break." That's the reality for many startups. You're trying to build something from the ground up, and your internal bandwidth is stretched thin. It just makes sense that he didn't have the time to answer his phones.
Feeling Understaffed and Overwhelmed
Sometimes, it's just a matter of not having enough people. You've got a small team, and they're already swamped. When the phone rings, it's just another task they don't have time for. I've seen businesses where the office manager is also handling HR, payroll, and answering the phones. It's a recipe for disaster.
Poor Call Management
And then there's the issue of call management. Maybe your phone system is outdated, or your team hasn't been properly trained on how to handle calls efficiently. You'd be surprised how many businesses are still using outdated systems that make it difficult to track missed calls or route them to the right person.
So, don't underestimate the impact of these missed calls. Studies show that 85% of customers won't call back after a missed call. They'll simply move on to a competitor. That's potential revenue walking out the door.
In Conclusion: Find a Solution Sooner Rather than Later
Look, missing calls is a problem that needs to be addressed. Don't wait until it's costing you significant revenue or damaging your reputation. Take action now. Whether it's investing in an answering service, hiring more staff, or improving your call management system, finding a solution sooner is always the way to go. The more time you spend missing calls means more business for your competitors.
To learn more about answering services, our guide on everything you need to know about answering services has been a great resource for some of our clients. Also, check out our blog on how to choose an answering service in 2025. and our most recent blog on how to choose an affordable answering service in 2025.
