Vacation Rental and Resort Abandoned Calls Lose Revenue
April 16th, 2009NAVIS research shows conclusively the impact of abandoned calls on revenue and market share.
From September 2008 to February 2009, NAVIS analyzed inbound calls to 10 clients across 4 different regions – Orlando, Carolinas, Florida Panhandle and Sunriver, Oregon. The results of the study were quite revealing.
On average, 20% of abandoned callers
will call other properties
53% of abandoned callers
do not call back
Abandoned calls come in many flavors – callers that are left on hold for an extended period, have to endure a long and confusing menu tree, or drop off after being sent to a voice mail system.
If you’re operating under the false assumption that a caller who doesn’t get through will call back…or, they will just leave a message, you might want to consider a new strategy.
Here’s what abandoned calls mean in terms of revenue:
If you get 3,000 calls a month,
and 10% are abandoned,
35% are bookable,
and you have a 30% close rate,
with a $1,500 average booking…
You’re losing $300,510 every year.
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