Scaling to 1,000+ Daily Transfers: A Home Internet Reseller’s Success Story

A home internet reseller turned a promising outbound experiment into a fast-growing sales channel. The company’s CEO shares how Convoso is helping the remote team overcome its early growing pains and build a scalable outbound operation. 

Fast outbound growth created new operational challenges 

The CEO saw outbound as a way to add another sales channel alongside its established inbound operation.

The company leverages Facebook lead forms and affiliates to drive traffic to their website to increase opt-ins.

“People show they’re interested in home internet savings, but maybe they're too busy to call right then and there. That's the use case for the outbound team.”

The idea took off quickly. Over the next several months, the operation grew on its existing dialing solution faster than the team expected.

He explained that they weren’t prepared for it. “We didn't have access to contact rates – we weren't looking at those things.”

As the team got more serious about outbound, it became clear they needed more visibility and control to keep growing. 

Number management left the team in the dark

One of the biggest problems was number management for their caller IDs. 

They had no clear way to monitor number health or know when one of its phone numbers had been flagged.

“There was no reporting,” the CEO said. “It was just calling my cell and seeing it says spam likely, or customers telling us, ‘Hey, your phone shows spam likely.’”

Once they found a flagged number, the team had to spend time contacting its previous provider to request a swap, adding another time-consuming manual task to number management. 

Learn more about Why Phone Numbers Get Marked as Spam (and What Outbound Teams Can Do About It)

Growth exposed gaps across the dialing operation

The team needed better visibility into performance, more control over recycling cadences, and stronger tools for managing compliance.

After several months of growth, the operation started to plateau, and the CEO could see the current setup wasn’t going to take them any further. 

“We were trying to have proof of concept, and then once we got proof of concept, we saw issues,” he said. “We tried to solve those issues, and that was ultimately moving over to Convoso. I'm glad we did.” 

Intelligent number management brought stability and visibility

The home internet reseller turned to Convoso Ignite™ to take the uncertainty out of number management.

“Sometimes you get lucky when you buy numbers and it doesn't show up as spam, but most of the time you don't get lucky,” the CEO said. “We didn't want to be lucky or unlucky. We just wanted a system that does it for us, which is Ignite.”

Ignite is Convoso’s intelligent number management solution. 

It continuously monitors number health across carriers and uses those signals to manage the number pool. In real time, it assigns the optimal number to each unique lead, rather than simply rotating through available numbers. 

Taking number management off the team's plate

The CEO checks the Ignite dashboard every few days, where he has a real-time view of number health and can see how individual numbers are performing.

The team no longer needs to watch the dashboard and decide what to do with each number. 

“We don't have to really pay much attention to it. We've got a manager who manages that team and they're off to the races,” he added.

Ignite keeps number problems from becoming sales problems, helping the company turn more of its leads into real conversations. 

Stable performance without constant oversight

About a month into using Ignite, the team was seeing strong contact rates, and reps were no longer hearing complaints from customers about calls showing up as “Spam Likely.” 

“Our contact rates are good. Everything looks stable and consistent, and that's why we're happy,” the CEO said.

Agents are seeing the difference, too. 

“Our agents definitely feel like they're getting more done now with Convoso,” he said. “I think that's a product of the fact that people answer more when the call doesn't show up as spam.” 

Smarter dialing strategies to get more value from every lead

For the home internet reseller, getting the most from every lead is a priority. 

These are high-intent consumers who have already raised their hands for home internet savings, so the team doesn’t want to waste a valuable lead just because they don’t answer the first call.

Their outbound campaigns need to create more opportunities for live conversations. 

With Convoso, the team can pair local numbers with a smarter redial cadence, reaching prospects at the right times and continuing to work leads beyond the first attempt.

The right redial cadence extends the life of every lead 

With Convoso, the team has a clearer strategy for when and how often to follow up with each lead. 

“There's more visibility now in the recycling cadence,” the CEO said. “We went with the best practice that Convoso suggested, and that works.”

Convoso dynamically optimizes redial attempts based on what happened on the previous call. That can mean calling one lead back sooner while giving another more time, so each lead gets a follow-up strategy designed to generate better results. 

“We’re doing very well on our first attempt, which is great, and we're still seeing good success on our second, third, fourth, fifth attempt,” the CEO said. 

“We're happy with what we're seeing.”

Local numbers give prospects more reason to pick up 

The team also uses Convoso's Local Presence to reach prospects from local area codes, helping improve contact rates and creating more live conversations. 

Local Presence makes sure the team has enough local numbers in the areas it calls and spreads calls across them to help protect their reputation.

For the reseller, those conversations feed directly into one of its most important KPIs.

“Our KPI of success, in addition to contact rate, is how many legitimate transfers we’re sending over to our closers,” the CEO said.

Automated controls help reduce compliance risk

The home internet reseller takes compliance seriously from the moment a lead comes in. 

Most leads are first-party, and even when affiliates send traffic, consumers land on the reseller's own sites, where the company controls the opt-in experience and legal language.

“We try to keep everything buttoned up and in our control as much as humanly possible,” the CEO said.

As outbound grew, the team wanted that same confidence on the dialing side. 

Calling time compliance was a particular concern because a phone number's area code doesn't always reflect where someone currently lives.

Download the State Calling Restrictions Guide, updated regularly by compliance attorneys

Area codes made calling times harder to get right 

The CEO himself is a good example of this. He lives in South Florida but still has a 914 New York number, so using area code alone can give the team the wrong location.

For the reseller, getting that location right is a key part of compliance. 

“That's really the biggest thing for the compliance side – just making sure we're calling at the right times,” he said.

With their previous setup, they couldn't always be sure they were calling leads at the right local time. 

To play it safe, they narrowed their calling hours. That meant fewer hours to reach interested consumers, and fewer chances to turn those leads into sales. 

ZIP code data gives the team more confidence

Convoso uses the ZIP code included with each lead to determine location, rather than relying on the phone number’s area code.

“I like that when our leads come in, Convoso isn't just looking at caller IDs,” the CEO said. “It's not using the phone number as the source of truth for location. It takes in the ZIP code.”

That gives Convoso a better location signal for automatically applying the team's calling time rules. 

“Now on Convoso, we can confidently have our reps log in every day and know that we're not calling outside the dialing time window,” the CEO said.

For the team, that has taken much of the uncertainty out of calling time compliance. “Our level of confidence with compliance has increased 100% since switching to Convoso,” he said.

Learn how customers protect performance with Convoso’s built-in compliance features.

Better reporting gives managers a clearer view of performance

With almost forty outbound reps working remotely, the home internet reseller needs a clear view of how the team is performing. 

Convoso’s reporting and insights bring lead, campaign, and agent performance into one place, so managers can quickly see where things are working and where they may need to make an adjustment. 

Those metrics go beyond how many calls reps make. The team tracks contact rate, agent productivity, talk time, idle time, and, most importantly, how many legitimate transfers reach closers.

Agent Monitor’s real time performance data enables maximizing agent productivity

The team uses Convoso’s Agent Monitor to keep an eye on day-to-day performance. 

That real-time visibility is especially useful with reps working from home, where managers can’t simply look across the sales floor to see who’s on a call and who’s waiting.

Those insights allow them to adjust dialing pace based on agent capacity. Convoso’s high-performance dialing gives the team automated pacing controls, which helps to keep calls moving without overwhelming reps.

The CEO said they currently tune the pace to give reps about a minute between calls, a balance that works well for his team.

“It gives the agents a few seconds to kind of decompress. It’s a lot of phone calls, a lot of rejections.”

That flexibility helps the team keep reps productive while giving them enough breathing room to stay sharp throughout the day.

More room to grow outbound

What started as an experiment has become a much bigger sales operation. Since moving to Convoso, the reseller has nearly doubled its outbound team while generating about 1,000 daily transfers.

The difference now is that the team has an outbound sales platform built to support that growth. Instead of running into the same operational limits that held them back before, they have more control over the numbers, dialing strategies, compliance rules, and performance data behind the operation.

For the CEO, the move is already paying off.

“You guys are helping us tremendously on the outbound side of things,” he said.

Ready to get more from your outbound operation? 

See how Convoso can help you reach more leads, protect contact rates, and scale without adding more manual work. Schedule a demo today.