Solar Lead Vendor Boosts Contact Rates and Quickly Scales After Switch to Convoso

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Having churned through a long series of disappointing dialers, lead vendor Solar Direct Marketing finally found the technology, contact rates, and accelerated growth they were after when they switched to Convoso.

We spoke with David Stodolak, President of Solar Direct Marketing, about the impact Convoso has had on their success and that of their solar call center clients.

Results After Switching to Convoso

  • Up to 20% lift in contact rates
  • 200% planned growth in headcount, plus easier onboarding
  • Improved agent efficiency and morale
  • Manager time saved with transparent Caller ID Reputation Management

Solar Lead Generation Is a “Contact Sport”

Solar Direct Marketing is not just another lead vendor. Beyond providing clients with leads and live transfers, the company owns and operates its own call center. It’s also helped other organizations build some of the leading call centers in the solar industry. 

With over 15 years of experience working in the call center space, CEO David Stodolak knows it’s all about one thing: “This is a contact sport,” he says. “No matter what vertical you’re in, you have to contact enough people to make it work.”

To do that, Stodolak also knows that the right dialer technology is an essential ingredient. “There’s a lot of different components to a call center. And the dialer technology is a lot of times overlooked, but it shouldn’t be,” he says. “If you don’t have the right technology, nothing else matters.”

A Long Line of Dialers Fail to Deliver

While a lot of things have gone well since the company’s founding, Solar Direct Marketing’s search for that right technology hasn’t exactly been a smooth one: Since starting in 2016, the company has gone through about 6 different dialers. 

Stodolak says with each of these dialers, it was the same story: “Maybe [they] start off okay, but then after a month things will be terrible with them. You’re putting out fires left and right. Then, you have to onboard another new dialer.” 

All this churn takes its toll, according to Stodolak. “There’s so much time that goes into that. And as a C-level executive, you want to focus on what’s going to drive revenue.” With this focus in mind—and the help of some well-timed tips from industry colleagues—Stodolak and his team decided to give Convoso a try.

 

 

Contact Rates See a Big Boost Virtually Overnight

After all those years of dialer technology disappointment, it didn’t take long at all for Solar Direct Marketing to hit paydirt with Convoso.

“We were seeing [contact rates] in the high teens, around 18%,” says Stodolak. “Once we moved to Convoso, though, we immediately moved up to 22.5%, and all the way up to 25% on some lists. That’s a massive difference.”

“Even if you can move the needle half of a percent, that goes a long, long way. [With Convoso,] we saw at least 10%—and in some cases 15 or 20%—lift in our contact rates. Convoso’s dialer has been huge for us.”

Customer Success Team Offers Quick Uptime and Compliance Support

Crucial to these rapid results was Solar Direct Marketing’s relationship with their dedicated customer success managers at Convoso. “We have a great relationship with the people there,” says Stodolak. “The whole team is great. From the moment we onboarded with them, they’ve been hands-on, and we can reach them at any time of the day, whether it’s by phone or through their chat feature.”

“We told them what our goals were and they helped us get there.”

ClearCallerID™ Simplifies DID Reputation Management

Call blocking and flagging are causing issues for outbound call centers everywhere. And when your caller IDs are showing “Spam Likely,” it’s no wonder why contact rates are down—even the warmest leads are unlikely to answer. That’s why having a robust set of tools to monitor and manage the health of caller IDs is essential for growth.

With Convoso’s ClearCallerID™ dashboard, the Solar Direct Marketing team can always see which of their numbers have been blocked or flagged—and switch them out before they harm KPIs. This solution immediately found its way into the team’s routine, according to Stodolak. “Our dialer manager looks at it every day, and he knows exactly where we are and what we need in terms of adding DIDs.”

“Convoso has a very good DID management system. They’ve been huge with that. I can’t emphasize that enough.”

Diverse Integrations Boost Compliance and Quality

Of course, proper DID management isn’t just about performance. It’s also about compliance, something that’s also helped by Convoso’s wide range of available plugins. Solar Direct Marketing is able to support TCPA compliance with integrations like DNC Contact Center Compliance, which scrubs leads against the national Do Not Call Registry, filters out litigators, and more. 

Meanwhile, a suite of additional integrations support Solar Direct Marketing’s quality assurance efforts and performance. “[Integrations] help us keep things moving in the right direction. They ensure that we’re hitting our KPIs, but also that we’re not getting into any trouble from a QA perspective and that we can address things right away,” says Stodolak. “They allow us to be proactive rather than reactive. In this industry, that’s huge.”

“Convoso also has great plugins. We can integrate with any technology without an issue.”

 

 

 

Lift in Contact Rates Lifts Spirits on the Sales Floor

There’s a saying that “success breeds success.” That might be truer than anywhere on the call center sales floor. To deliver consistent results, agents need to stay in rhythm and build confidence—a fact that Stodolak knows full well. “When agents are really enthused, they’re happy to be working,” he says. “When they feel like they’re making a difference, they’re going to perform better.”

This has proven true at Solar Direct Marketing lately. Since Convoso first sent their contact rates soaring, Stodolak says that the positive energy on the sales floor has been palpable: “I love when I go into a call center and hear a lot of buzz and a lot of chatter—that means people are making contact. It means we’re doing what we’re supposed to do and we’re driving conversions.”

“[Convoso] helps with morale big time…To have that constant activity, where you’re constantly speaking to qualified prospects is a game-changer. It makes everybody happy: The client’s happy, the agents are happy, and it makes us happy as owners of the call center”

 

 

A Stable Dialer Gives Decision-Makers Peace of Mind

But things aren’t just looking up for Solar Direct Marketing’s call center agents. Stodolak says he and other leaders at the company are breathing easier since switching to Convoso and discovering new levels of efficiency. 

“Your time is the most valuable asset you have,” says Stodolak. “And the less time you need to put toward putting out fires, the more time you have to put toward more productive items like hiring people, expanding, and moving forward with your initiative.”

“Knowing that our dialer technology is perfect is a big, big, big sense of relief for me. It gives me a lot of peace of mind.”

 

 

With Convoso, the Future Looks Bright

Bolstered by all this new momentum, Solar Direct Marketing is looking to expand greatly in the near future: Stodolak says they plan to double their call center’s headcount by adding another 30 to 50 agents in the first six months of 2022. And if all goes as planned, they will add as many as 50 more agents in the second half of the year.

But it’s not just their headcount that’s growing—it’s their entire portfolio. Stodolak says the company is looking to reproduce its resounding success in solar by expanding into other verticals, including home improvement. From there, it would seem, the sky’s the limit.

“Convoso is going to help us add dozens of agents pretty quickly, without any hiccups. And the quicker we can add agents, the quicker they get trained up, then the quicker we get to hit our goals for our clients.”

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.

See for yourself with a live demo how Convoso can help to boost the productivity of your outbound campaigns.

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The Convoso system works best with 20 or more seats, and scales efficiently to over 1000 seats to meet enterprise level requirements.

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