Glossary · T
Missed call rate
The share of inbound calls reaching no one — the most profitable metric a small business can track.
The missed call rate is the ratio of unanswered inbound calls to total inbound calls: 30 calls in the day, 9 without an answer — a 30% rate. It usefully breaks down by cause: busy line (you were on the phone), no answer (you were unreachable), after hours (the business was closed). Each cause calls for a different response.
Orders of magnitude vary by trade, but sector studies converge: neighborhood service businesses often lose between 20 and 40% of their calls — a figure most owners underestimate, because a missed call leaves no trace in a busy workday. Measuring it requires a reliable source: the carrier's call log or a smart telephony dashboard. Without measurement, the leak stays invisible; with measurement, it becomes a budget line.
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