Many Missed Calls

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RC Office, 14 users, medical practice. 

We miss a lot of calls.  Every day over the last year we answer 200-300 calls and miss 50-150 calls.  For q3 2017 we answered 15,895 calls and missed 5,432 calls.  

Call logs would indicate the majority of these missed calls occur during business hours when we are open.

Average call duration is 3 minutes and average time to answer is 30 seconds.

Obviously, we would like to not miss calls. We have tried many things:

     Encouraging the staff.

     Hiring 4 additional staff members to answer phones.  Letting them go after 2 months.

     Changing ringing order and call queue parameters,
          for example using rotating and simultaneous ringing patterns.  

But nothing I have tried has made any measurable change.  I would guess that 4 additional staff members could make a significant dent in 50-150 missed calls, but no change for the better when we hired them and no change for the worse when we let them go.

So my question is, where do we look for answers?  Do business expect to see a certain number of missed calls due to the way software records the logs?  Is there a benchmark for management success in the number of missed calls on Ring Central?  Is there a benchmark for number of agents based on call volume?

I'm so grateful for Ring Central to provide this data because our prior phone system did not afford us this opportunity for improvement.  But I'm starting to wonder what I should expect of my staff.
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jake moore

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Posted 9 months ago

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jake moore

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jake moore

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I can see that some of the calls are from other business that are likely referring business to us, and they hang up at 45 seconds.

(Edited)
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Chris Duquette, Champion

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not sure how your ringing is set, but i always go through and make sure the desktop app and smart phone tab is off if i want to make sure nothing is ringing anywhere it shouldnt before ringing inside my office. ive had calls ring for a split second on my cell and then not even ring my deskphone, so id look into that. but again all depends on how your calls ring in. 
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Saadet - Community Support, Official Rep

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Hey Jake,

It's hard to say what is "normal" for missed calls based on the amount coming in...and it's true that you have no control over the calls that only last for ~20 seconds. 

I know we are working on making our Reports better and are running a beta group soon. I don't know all the details but you could contact Jeff and see what he has to say.