In most companies, there must always be someone to answer the phone. The problem arises when this person is unavailable—either during working hours or immediately after they end. Customers often do not get an answer when they need it most. Missed calls mean wasted opportunities.

If a company provides its own team for telephone support outside working hours, this incurs considerable costs. Each call costs time and money, which quickly affects the company’s budget. The operator’s mood may not always be professional, and the quality of communication varies. As a result, customers often leave dissatisfied.

Another common problem is the speed at which questions are handled. The operator has to search for information, which prolongs the waiting time. If they cannot find it quickly, the call ends unsuccessfully and communication moves to email. However, emails can be lost, delayed, or not arrive correctly, leaving the customer without a solution once again.

Small and medium-sized companies are even worse off, as their support often consists of only one or two people. If someone gets sick or goes on vacation, customer calls go unanswered. The company thus loses not only its reputation, but also the opportunity to direct the customer to the right product or service. When no one is available, business simply comes to a standstill.