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?
As technology advances, we all have that utopian dream of having all our problems answered at a click of a button. No matter the difficulty. No matter the medium…instant solutions and quality experiences. Many believe that for customer service, Artificial Intelligence, or AI, is the future of customer service and maybe the disruption of the entire call center industry.
Today’s ever-advancing call center technology serves to streamline everyday functions of customer service and support operations with solutions drastically proven to improve efficiency, increase productivity, and help serve customers faster, easier, and better. Additionally, these new apps providing self-service, automation, and powerful yet easy-to-use functionality make it easier for customers to access information, make purchases, call businesses, make payments, and get directions…all done with just a few clicks of a mouse or even a tap on a mobile device.
Running a call center is becoming more and more about the features available to you and your agents. Choosing the right provider or software for your inbound team has become an extremely delicate task with the numerous options out there. With rapid advancements in call center technology happening everyday– it has become more important than ever to pick a platform that is meant for your business model. Rather a contact center suite filled with features you may never use, try to focus your business around a solution that truly meets your needs.
Today, more than ever, running an inbound call center is all about data and metrics– and not just any inbound metrics, but the right ones. However, with so much focus being placed on mitigating agent learning, maintaining customer satisfaction, and raising profits oftentimes important metrics that equate to better results get lost in the wayside to external factors. Technology keeps advancing, integration of artificial intelligence into call centers has created new ways for customers to interact with your employees.