Marketing Center Inc. Boosts Contact Rates Nearly 9x After Switching to Convoso

A home remodeling sales team needed a better way to reach leads

Home remodeling sales depend on reaching live prospects quickly. The faster reps reach interested homeowners, the more leads they can work through each day and the more evaluations they can book. 

That’s where Marketing Center Inc. was getting stuck.

Director of Marketing Ray Pinnick saw that the team’s dialer wasn’t giving reps the contact rates, call flow, or caller ID visibility they needed to keep appointment-setting on pace.

As performance lagged, sales momentum slowed. Pinnick needed a better way to help his team connect with more prospects and make better use of the leads they already had.

Spam labels, long waits, and low call volume added up 

Over the course of three years, Pinnick and his agents watched the problems with their ReadyMode dialer steadily mount. 

“ReadyMode was good because it was easy to use, but we weren’t connecting as we should have,” he said. 

At the same time, average wait times were over 2 minutes, with some reps waiting 5 or even 10 minutes between calls.

ReadyMode didn’t have the tools he needed to manage caller ID health. Spam and scam labels hurt contact rates, pushing them below 2%. 

The issues showed up on the sales floor, too. “A lot of [agents] were complaining that there weren’t enough calls,” he said.

With morale and performance stagnating, Pinnick knew it was time to make a change.

A live trial gave the team a low-risk path to a better dialer

Pinnick looked at several software options, but the team needed to keep sales moving while they searched for a better platform. 

Convoso Account Executive Janae Williams suggested a live trial so his team could see Convoso’s capabilities firsthand without disrupting operations. 

The team tested Convoso with 20 reps 

The team kept its day-to-day workflows running in ReadyMode while 20 reps tested Convoso with real leads. 

To commit to switching dialers, Pinnick wanted to see a meaningful difference in contact rates during the trial. He made his expectations clear: Convoso needed to lift contact rates by 400%.

Williams saw that focus as a major advantage. “You guys were crystal clear with what your KPIs are and what metrics would equal success for you. That was super helpful for us,” she said.

Convoso surpassed the team’s contact rate goal 

Moving contact rates from less than 2% to 10% was an ambitious target, but Convoso had no problem exceeding that. 

Every day of the trial, Pinnick saw contact rates more than 5x what the team had been getting with ReadyMode.

The trial showed Pinnick how Convoso performed in a live sales environment, using real agents, real data, and the metric his team cared about most.

By the end, the performance lift made the full switch to Convoso an easy decision.

Caller ID reputation management helps more calls reach leads

Convoso’s caller ID reputation management helped drive that lift during the trial and continued to improve it after the switch. 

Pinnick’s team can see caller ID status across major carriers. This helps them understand what’s hurting contact rates and optimize before performance slips. 

They came to Convoso with a 1.9% contact rate and watched it rise to 17% — an almost 800% increase.

With more calls connecting, Marketing Center Inc. has more chances to set appointments and drive revenue through in-person project evaluations.

Predictive dialing slashes wait times

Before Convoso, Marketing Center Inc.’s average wait times hovered between 2 and 3 minutes, with some reps waiting as long as 10 minutes between calls.

Those long gaps burned through payroll, limited sales opportunities, and hurt agent morale.

With Convoso’s predictive dialer, the team reaches more leads faster while keeping reps out of long idle stretches.

Their average wait time dropped to 23 seconds, giving agents more than a 7X increase in active time. That extra talk time directly translated to more sales opportunities for agents.

The sales momentum was so strong, Marketing Center Inc. retooled its agent commission structure to align with this new level of performance. 

Asked whether life is better for his reps under Convoso, Pinnick kept it simple: “Oh, yeah. Definitely happier.”

Hands-on support helps the team keep improving

The stronger performance gave Pinnick’s team momentum. Convoso’s dedicated support helped them build on it.

"The implementation team has been helping us, and they’re still helping us a lot, with understanding the system and giving us ideas of ways to improve,” Pinnick said.

That guidance helped the team get comfortable with the platform faster, which made onboarding, training, and daily improvements easier.

"They will work with you. They want to find solutions for you. It’s been great so far," he said.

With stronger performance already in place, Pinnick’s team can keep testing, learning, and finding new ways to get more from every campaign.

See how Convoso can help your team reach more leads, cut idle time, and turn more conversations into booked appointments. Schedule a demo today.