Digital Market Media was primed for a growth spurt. They just needed the right technology to make it happen. See how Convoso helped take them from a startup to the Inc. 5000 list of the US’s of the Fastest Growing Companies in America.
Our interview with Call Center Ops Manager Diego takes on that growth from his perspective beginning as an agent, how things began to transform in 2020 with their switch to Convoso* and how the company has leveraged the platform to power remarkable, sustained growth.
(*We interviewed Digital Market Media in 2020 after only three months with Convoso, when they had tripled their contact rates and quadrupled transfer rates. Now we check in again after more than two years to mark the companies continued success in their market with Convoso’s solution.)
Like Going from a Ford to a Mercedes
Switching to Convoso wasn’t just a change. Diego describes it as a complete transformation. “It was very exciting,” he says. “It was kind of like going from a Ford to a Mercedes.”
Digital Market Media (DMM) is a performance-based marketing business with over 150 agents specializing in delivering high-quality inbound calls and leads within the insurance and financial services industries.
- Needed a robust dialer system that offered greater control of data and campaigns
- Previous software suffered from blackouts, long wait times, and more
- Remote-only sales team required tools for monitoring productivity and effectiveness
- Low contact rates stood in the way of rapid growth
- Granular real-time reporting tools offer new abilities to optimize performance
- ClearCallerID™ reputation management solution offers transparency, compliance support, and increased contact rates
- Workflow automation frees up manager time and minimizes agent onboarding time
- Customer support team provides ongoing customization and always-on support
- Up to 5X increase in contact rates
- Up to 4X increase in conversion rate
- Over 1 minute drop in average wait time
- 750% year-over-year growth in 2021
- Boosts in agent morale and manager efficiency
A Remote Call Center Struggles for Control and Consistency
When Diego started as a call center agent at Digital Market Media, the young company was struggling to get consistent performance out of its predictive dialer software. They tried to ramp things up, but often experienced blackouts. Even worse, they would experience huge slowdowns in the flow of leads into the hopper, sending wait times up and testing the patience of the team’s agents.
The time came where the Digital Market Media team knew they needed to make a change. They were primed for rapid growth and searching for the right partner. But their dialer was holding them back.
“We were at a point where we were ready to grow. We had the demand for our calls, we had good momentum in our hiring, we’d figured out a lot of things to be successful on the phone. We were ready to make that next step, and we wanted to partner with a robust system. This is where Convoso came in and met all the criteria that we were looking for. And those criteria were having better control of our campaigns, of our data, our sales team – and Convoso checked off all those boxes.”
Convoso Drives Contact Rates and Conversions to New Highs
Between the consistency of the dialer, the increased reporting that improves decision-making, and the confidence of clean caller IDs, Convoso turned out to be exactly the partner that DMM needed. The team almost immediately saw massive gains in business-critical KPIs:
- Up to 5X Growth in Contact Rate: With their former dialer, contact rates hovered around 5 to 7%. With Convoso they jumped up to 20 to 25%.
- Up to 6X Increase in Conversion Rate: By getting more people on the phone, agents had many more chances to convert—and it shows. DMM’s conversion rates jumped from 2-3% to 8-12%.
- Over 1 Minute Drop in Wait Times: Agents aren’t not only performing better on the phone—they’re also getting to make more calls. Average wait times have dropped from about 90 to 15-20 seconds.
“One of the most important things that Convoso has allowed us to do is be very efficient with our data. That has impacted the volume of leads that we require to keep our call center busy.”
ClearCallerID Protects DMM’s Reputation and Provides Better CX
Call blocking and flagging are causing issues for every call center, and DMM is no exception. But with Convoso’s ClearCallerID™ reputation management solution, Diego and his team have everything they need to fight back against harmful “Spam Likely” labels.
With a comprehensive dashboard, the DMM team can see when any of their numbers are being blocked or flagged, so that they can quickly switch them out before there’s any harm done to contact rates. Plus, customers can see who’s calling and enjoy a frictionless experience from the get-go—a win-win for everyone.
“ClearCallerID™ is part of our toolbox that we use on a daily basis. If you’re not using ClearCallerID™, you are blind to how consumers are perceiving your business. If you don’t have control over how they perceive you, it’s going to impact their journey and the conversations they have with agents.”
DMM Gets Granular with Convoso Reporting Capabilities
With a fully remote sales team, DMM needs a platform that delivers complete visibility into the activity of agents spread around the country. Convoso’s call center reporting tools and easy dispositioning offer just that, giving managers the ability to quickly identify areas for improvement.
But managers are able to do much more than monitor agent performance. They can also assemble detailed call center performance metrics of their choosing inside a fully customizable dashboard. For DMM, granular tracking of campaign and agent metrics made for better decisions empowered by data and unlocked huge gains in productivity. Meanwhile, it saves managers tons of time!
“In the dashboard, I immediately have a glimpse of our contact rate, conversion rate, and call durations. If I want to get really granular with it, I will go into the custom reports. Convoso gives us a lot of data points in a very easy-to-understand way. Not only do I get value out of it as a manager, but my supervisors and sales managers get a lot out of it as well.”
Sales and Agent Morale Go Up
These across-the-board increases in performance aren’t just boosting the bottom line. They’re also boosting spirits across the Digital Market Media team.
With the help of dynamic scripting software, DMM managers have been able to onboard and train agents more quickly. Dynamic scripting supports not only trainees but current agents to easily follow the guidelines required to stay compliant.
“One of the cool things with Convoso is that, depending on where we’re getting the conversation going, we can tailor our script based on that source. So that allows our agents to be very flexible and to adapt their conversation to the consumer. The better we can adapt our communication with the consumers, the higher the chances that we can make a sale.
And agents are staying in a call and convert rhythm with lower wait times, higher contact rates, and accurate answering machine detection.
Using Convoso’s powerful metrics and analytics, managers can offer specific feedback and encouragement based on actual performance. As Diego describes, “It gives us all this information to go back and connect with our agents and say, ‘Hey, you’re doing great in this area, I saw that we could improve in this part.'”
With real time reporting, the team has also been able to build in some fun with gamification that incorporates friendly competition and incentive into the workday.
“The busier we can get our agents, the more people we can get on the phone, the happier they’re going to be.”
All Together, It’s a Recipe for Massive Growth
More conversations, more conversions, happier agents, happier managers—it all adds up to one thing for DMM: massive growth. The company’s incredible 750% year-over-year growth in revenue landed Digital Market Media on the Inc. 5000 list of the fastest-growing companies in America. According to Diego, Convoso has played a big part in that growth.
And, of course, DMM’s journey with Convoso is far from over. The company is shooting for 1000% growth in the next year, a goal that wouldn’t be possible without the partnership that’s delivered gains in agent, manager, and lead efficiency.
Ultimately, that’s what it’s about for DMM. When they reached a point where they were ready to really put the pedal to the floor and grow, they needed to invest in a partner that was just as interested in their success as they were themselves. With Convoso, they found that partner. And together, the future couldn’t be brighter.
“Convoso adapts really well to a growing business. It gives you all the tools necessary to manage that growth in a sustainable way, without sacrificing your quality and without sacrificing compliance.”
Get Dramatic Results for YOUR Call Center
Convoso is the ultimate dialer solution for sales and lead generation teams. Our outbound call center customers report dramatic increases in contact rates of up to 3X when they switch to our cloud-based omnichannel contact center software, giving them higher conversions and significantly improved ROI.
The Convoso system works best with 20 or more seats, and scales efficiently to over 1000 seats to meet enterprise level requirements.
See for yourself with a live demo how Convoso can help to boost the productivity of your outbound campaigns.
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