We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces…
It’s a familiar scenario.
Agents chasing gruelling sales targets. Contact center owners pacing the sales floor to check on the status of those gruelling sales targets. And towering TV monitors dramatically announcing the “winners” and “losers” of the day’s gruelling sales race.
How RMC used Convoso to increase contact center conversions by 75%
Resource Marketing Corp (RMC) was looking to maximize its contact center’s lead and agent efficiency. With good reason — Resource Marketing Corp (RMC) provides live transfers for growing companies, partnering with each client to provide a unique footprint and transfers of qualified leads. Operating efficiency is critical to RMC’s success delivering leads.
“The job ran me. Our agents were not dialing right. We were wasting leads,” said Mike Velardi, Senior Vice President at Resource Marketing Corp.
RMC looked for a software solution that could help automate, streamline, and scale its contact center’s operations. “With Convoso, we now have the most efficient system we can imagine with an incredible level of support,” said Mike Velardi, Senior Vice President at Resource Marketing Corp.
Since switching to Convoso, RMC has seen:
– 25-40% improvements across all key efficiency metrics
– 75% increase in conversions with Convoso
– 10% growth in live transfers from voice broadcasts
Here are four key ways RMC has improved its contact center efficiency.
Streamline lead data so it’s no longer being wasted
“We used to dial 30-40% more data with the previous system because it didn’t have the right tools,” said Velardi. “We were over dialing.”
Velardi said RMC was able to streamline its lead recycling capabilities, its leads follow disposition workflows, and its lead follow-up automation. These all served to help RMC call fewer leads.
“Our time and effort to reach the same amount of people has been reduced by 30%. We don’t have to over dial,” said Velardi.
One of the best KPIs for measuring lead efficiency is Cost Per Acquisition (CPA), which measures your total cost to get one specified acquisition.
Automate workflows so every agent’s time is maximized
RMC had been struggling with agents staying in dispositions and wrap-up too long after calls. Agents were bogged down by the number of manual maneuvers they had to make throughout their workflows.
Velardi made some important setting changes to automate as much of each agent’s workflow as possible. Average agents now see 30-50% more conversions. “Agents don’t have to move leads on a workflow anymore,” said Velardi “They make 2-3 moves to complete an action; it used to be 8-10.”
Explore the productivity of your outbound sales team with our seven-question quiz. Or dive into our comprehensive guide to training outbound contact center agents.
Automate operations so manager efficiency is at an all-time high
Velardi was spending large chunks of each day keeping the chaos of RMC’s previous workflows under control. “To hit our level of success, I was forced to over-manage because it was just held together enough to avoid breaking. I never felt comfortable walking away.”
Velardi looked for software that could help RMC do more with less. He wanted to earn more conversions with fewer leads — by finding software that could help optimize lead quality, automate workflows, and scale outreach.
“I’ve gained back 1-1.5 hours every day,” said Velardi.
Scale outreach with voice broadcasts to earn 10% more conversions
RMC used voice broadcasting to help fill in the gaps around their outbound dialing.
Voice broadcasting helps RMC get a pre-recorded message out to a large number of people. It helps send alerts, promotions, updates, and notifications to an unlimited number of recipients — and all at once. RMC can also target its outreach by building voice broadcast campaigns.
“We’re already seeing significant growth in transfers for our clients with this approach,” said Velardi.
See more on outbound dialer software and its four primary dialing modes. And get the case study for more on the Convoso features that helped RMC increase conversions by 75%.
If you want your outbound call center to convert more of your leads faster, efficiency is everything.
But what are the best ways to improve efficiency while continuing to run full speed ahead with your business?
If you’re looking to scale your call center’s outbound operation, artificial intelligence (AI) can help in a big way. It’s especially helpful for call centers in industries like health insurance.
The insurance vertical, for example, often scales outreach around open enrollment each year. As a high-pressure time of the year, call centers need to operate efficiently and at an even higher scale when it’s open enrollment.
AI shoulders a portion of the outbound workflow to help your team operate at peak efficiency — even during high-stakes times of your business.
But what does AI actually look like for your call center? Does it mean agents will be replaced by robots?
Not at all. Here’s a breakdown of what AI for outbound call centers looks like and how it helps your business.
What does AI look like for call centers?
Artificial intelligence exists applied across a multitude of mediums in recent years, such as:
- Voice search on your phone (“Hey, Siri!”) or smart speakers
- Chat bots to provide customer support
- Personalized recommendations via machine learning (Netflix recommendations)
For your call center, AI is most helpful as a machine agent that can hold personalized voice conversations. This is called conversational AI. It uses voice recognition software to read vocal queues and tailor responses based on the answers. Look for conversational AI with: