When the phones are busy, in what way you handle lost calls?

Our agents unfailingly respond to these voice mails as soon as the lines become free again. Thus, we see to it that no call ever gets unattended. It is important for a call centre not to miss a call as this results in missing a customer and also a missed opportunity. Some points we take care of are:

1. We have adequate staff to support our call flow. Our agents adhere to the schedule so that they are available when actually needed.

2. We have an option to retrieve missed calls and try calling. We have a Voice mail in place so the customer leaves a message.

3. We have designed call flow in such a way that the call gets forwarded to the next agent when the phone line is busy.