Dropped Calls and How to Prevent Them | MaxContact

A dropped call is a phone call that is unexpectedly disconnected before either party hangs up, usually due to signal loss, network issues, or technical problems.

Experiencing a dropped call can be frustrating when having a personal conversation, but what happens when they interrupt important business conversations? This is when it becomes a much bigger problem. Dropped calls can damage your reputation, lead to lost clients, or negatively impact key customer service metrics. Frequent call drops, whether due to network instability or technical issues, send the wrong message about your reliability and professionalism. 

In this article, we’ll explore what a dropped call is, the common causes behind it, and what steps you can take if your phone calls keep disconnecting. 

What Causes Dropped Calls?

There are many reasons why call dropping can occur, ranging from hardware issues, such as a faulty phone, to problems with your service provider. Even the most up-to-date smartphones are not exempt from dropped calls. In most cases, the main reason is the strength and stability of your network connection. Here are some reasons why a call might drop out: 

1. A weak cell signal: This is one of the main reasons why calls drop. If your phone has a weak network connection, then your calls are more likely to be disconnected.
   
   
2. Distance from phone towers: The further you are from a phone tower, the weaker your signal can be.
   
   
3. Physical obstacles: Buildings, trees and sometimes weather conditions, can interfere with cell signals, which cause your phone calls to drop.
   
   
4. SIM card problems: If your phone has problems, such as a damaged SIM card, then this can also lead to connection issues or disconnected calls.
   
   
5. Network congestion: When too many devices are connected to a single cell tower at the same time, it can overload the network, which also leads to disconnected calls.
   
   
6. Low battery: If your phone battery is low, then this can also cause your call to drop.
   
   

Did You Know that in major cities across the UK, disconnected call rates are much lower than 1%? This shows that disconnected calls have become less frequent in areas that have good network coverage.

Frequent call drops can seriously affect business communication. When calls repeatedly disconnect, it disrupts conversations, reduces productivity, and can frustrate both staff and clients. Over time, consistent issues with your telephone network may lead customers to question your professionalism or reliability, potentially damaging your reputation and client relationships.

How Can You Prevent Disconnected Calls?

1. • Move to an area with better coverage: Make sure you’re in an area with a stronger signal to help prevent dropped calls.
     
     
   • Switch to a stable Wi-Fi connection: Wi-Fi calling can provide better reliability, especially in areas with weak signals.
     
     
   • Replace old devices: Outdated phones or equipment can cause connectivity issues, so make sure everything is up to date.
     
     
   • Check for external issues: Look for any external factors, such as environmental interference, that could be affecting the call.
     
     
   • Inspect the SIM card: Make sure the SIM card is properly inserted and not damaged, as a faulty SIM card can cause disconnects.
     
     
   • Restart your phone: Restarting can clear the cache and resolve temporary glitches that interfere with call quality.
     
     
   • Keep your phone charged: A low battery can cause performance issues, including dropped calls.
     
     
   • Check for software updates: Outdated software can lead to connectivity problems, so make sure your phone is running the latest updates.
     
     
   • Use aeroplane mode and then turn it off: This can sometimes reset your network connection and resolve call drop issues.Low battery: If your phone battery is low, then this can also cause your call to drop.
   
   

   Top Tip - A reliable call routing method can also help reduce the risk of abandoned calls within your company. During periods of unexpected call volume spikes, agents from other departments can be temporarily reassigned to the main support team using skills-based routing to make sure inquiries are handled effectively.

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How Disconnected Calls Can Negatively Impact Your Business

Frequent call drops can have a wide range of consequences for your business, particularly if they happen regularly. Some of the key issues include:

1. Poor Customer Experience

• Call drops can frustrate customers and make your business seem unreliable.
• Some customers may not have the patience to reconnect, leading to dissatisfaction and lost opportunities.
  
  
• Repeated disruptions can harm how customers perceive your brand.

2. Missed Sales Opportunities

• Dropped calls during outbound sales conversations can directly impact revenue.
  
  
• Potential leads may not re-engage, resulting in missed sales and reduced conversion rates.

3. Damaged Reputation

• A high call drop rate reflects poorly on your business.
  
  
• Frustrated customers may leave negative reviews online or share bad experiences through word of mouth, deterring future customers.

4. Reduced Productivity

• Employees may waste time reconnecting calls or repeating conversations.
  
  
• Workflow disruptions can slow down team performance and reduce efficiency.

5. Increased Operational Costs

• Making multiple follow-up calls to recover dropped conversations takes extra time and resources.
  
  
• This can lead to higher call volumes, more staff hours, and greater telecom expenses.

According to HubSpot, the acceptable rate of disconnected calls for most call centres should be between 5% and 8%. If it is 10% or higher, it is considered high.

Prevent Dropped Calls with MaxContact Australia

Dropped calls are a frustrating issue that can negatively impact both your business communication and customer experience. Using inbound call management software can help businesses handle these challenges and improve call reliability. MaxContact Australia provides cloud-based contact centre solutions that can help improve call routing, manage high call volumes, and improve overall call quality. Our call distribution, real-time analytics, and monitoring tools are designed to reduce dropped calls and ensure that your team delivers uninterrupted customer service.

By integrating our services, you can reduce call disruptions, improve your customer support operations, and ultimately provide a smoother experience for your clients. Schedule a demo today to discover how our services can improve your customer service.