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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?
Pacific Business Services (Pac Biz), a call center based in the Philippines, gives businesses in several countries around the world an efficient, professional option for outsourcing call services. This eliminates the burden of having to hire and train internal resources and helps Pac Biz’s clients grow.
In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” – a negative outcome that resulted from the various call center applications and providers they were using. Almost immediately after Ascent Mortgage Group deployed Convoso’s contact center platform, they saw several improvements that not only helped them grow and hire an additional 25 agents without the need to purchase more leads, but also helped:
Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. The highly anticipated event took place in The Mirage in Las Vegas, Nevada.
During the event, Team Convoso was thrilled at the opportunity to touch base with some of our existing clients along with getting to build new relationships with a variety of potential new customers. To capture the moments, Convoso brought along our signature Polaroid Camera and have put together a photo album collection! Check out our photo album below to see if you or your co-workers made it…
At Convoso, we do everything in our power to make sure that our software suits every possible niche to a tee. Whether you are just starting a call center or looking to add your 1,000th seat, we believe your call center software should have all the features you need to rapidly scale your business no matter where you sit on that spectrum.
Convoso, a SaaS company out of Woodland Hills, CA, used this holiday season to show that sometimes the best service is giving back. The software company is famously known for being the first to add gamification to an end-to-end contact center solution. For this holiday season, Convoso linked up with Westside Children’s Center for their first annual charity drive.
Convoso’s rebrand, growing company, the addition of many great new clients, and many more exciting events in 2016 has given Convoso a lot to be grateful for this year and believe everyone should receive that same amount of cheer as well! That’s why this holiday season, Team Convoso has partnered up with The Westside Children’s Center to hold a holiday gift donation drive! We hope that no matter where or who you are, you’ll join us in helping brighten up the holidays for Westside’s families and children in need who have been victims of abuse and neglect.