client login
Username
Remember Me
Forgot Password
Password

The Kelsey Report® Advisory

Missed Calls, Missed Opportunities
Charles Laughlin , 7/28/2003

Issue: Study Finds Professional Response to Calls Lacking

News: Keen.com, 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 11 percent.

Copyright � 2005 The Kelsey Group. All Rights Reserved.
This published material is for internal client use only. It may not be duplicated or distributed in any manner not permitted by contract. Any unauthorized distribution could result in termination of the client relationship, fines and other civil or criminal penalties under Federal law. The Kelsey Group disclaims all warranties regarding the accuracy of the information herein and similarly disclaims any liability for direct, indirect or consequential damages that may result from the use or interpretation of this information.

Learn more about:

TKG clients

Summaries of White Papers and Advisories

What TKG clients receive

 

The Kelsey Group, Inc., 600 Executive Drive, Princeton, NJ 08540-1528
Tel: (609) 921-7200 Fax: (609) 921-2112 E-Mail: [email protected]
Copyright© 2006 The Kelsey Group. All Rights Reserved.