How Digital Market Media Unlocked Up to 500% Conversion Growth

Operating at scale in a competitive inbound market 

Digital Market Media is a performance marketing company that generates inbound calls and leads for insurance and finance brands. 

Diego, Call Center Operations Manager, started as an agent and grew with the company, giving him a clear view into both frontline challenges and overall performance.

We first spoke with the team in 2020, just three months after switching to Convoso, when they had already tripled contact rates and quadrupled transfer rates. 

More than two years later, the focus has shifted from early gains to sustaining growth at scale.

A proven operation without the technology to scale 

By the time Diego moved into an operations role, Digital Market Media had already built a strong foundation. The team knew how to run campaigns, train agents, and convert calls.

What they didn’t have was an effective dialer. 

Contact rates were stuck in the single digits, and the system didn’t give them enough control over campaigns or data to fix the problem. 

Blackouts and slowdowns disrupted call flow, and lead flow into the hopper would stall, driving wait times up and frustrating agents.

Performance gaps made growth unsustainable

That gap between demand and actual connections made it clear something had to change. 

“We were ready to make that next step, and we wanted to partner with a robust system,” Diego said.

“This is where Convoso came in and met all the criteria that we were looking for, [like] having better control of our campaigns, of our data, our sales team." 

Contact and conversion rates soar with Convoso

“[Switching to Convoso was a] complete transformation in terms of the efficiency and the connections. Our wait times dropped, our contact rate increased,” Diego said.

“Having a good, robust tool in place just helped the sales floor be more effective on the phone and efficient with their time.” 

DMM saw contact rates increase by up to 400% and conversion rates skyrocket by up to 500%. 

Those improvements came from increasing connection quality, reducing downtime, and giving the team more control over lead management. 

Caller ID reputation management increases answer rates

With Convoso’s caller ID reputation management, the DMM team can see when numbers are being flagged or blocked and take action before it impacts performance.

That visibility directly impacts answer rates. When prospects recognize a clear, legitimate caller ID, they’re more likely to pick up instead of ignoring or rejecting the call.

“If you’re not using [caller ID management], you are blind to how consumers are perceiving your business,” Diego said.

“If you don’t have control over how they perceive you, it’s going to impact their journey and the conversations they have with agents.” 

Faster dialing reduces wait time

With Convoso, the team no longer deals with the blackouts and slowdowns that used to disrupt performance. 

Convoso’s DX5 engine supports that consistency by dialing faster and minimizing delays, helping the team reach leads sooner while they’re more likely to answer.

“The built-in technology has allowed the agents to minimize the wait time. We had a drop in the wait time from around 1.5 minutes to between 15 to 20 seconds,” Diego said.

“That’s a big impact for us. It means our agents have more people to talk to, so better opportunities for them to make that sale.”

Lead prioritization tools focus effort on the best opportunities

Instead of relying on static lists or dialing leads in a fixed order, the team can prioritize their warmest and freshest leads in real time.

Convoso moves high-value leads to the front of the queue almost instantly, improving speed to lead and increasing the chances of making a connection. 

“We're able to get very granular on how we want to target our consumers, and that’s just brought a lot more efficiency. Convoso gives us those tools to turn on and turn off levers, to get the most performance out of our day,” Diego said.

Real-time reporting gives full visibility into performance

Outbound performance starts with knowing what’s working and what’s not. Convoso’s advanced reporting brings those insights into one place.

“In the dashboard, I immediately have a glimpse of what’s our contact rate, what’s our conversion rate, what are call durations, how are my agents performing,” Diego said. “I’ll look into the list report and see which of my providers is performing the best.”

From there, the team can break down performance to understand which inputs are driving results.

“Convoso gives us a lot of data points in a very easy-to-understand way. It helps us with decision-making,” he said.

Managing a distributed team with real-time insight

With more than 150 reps working remotely, managers rely on Convoso’s customizable dashboards to stay connected to agent performance.

They can track metrics like talk time, calls per agent, wait time between calls, and conversions in real time, making it easier to spot gaps and adjust quickly.

That visibility makes it easier to give targeted feedback and improve results across the team.

“It gives us all this information to go back and connect with our agents and say, ‘Hey, you're doing great in this area, I saw that we could improve in this part,’” Diego said.

Workflow automation reduces manual work 

With its previous dialer, DMM managers were stuck handling campaign updates, lead movement, and follow-ups manually, which took up time and slowed execution.

Convoso’s workflow automation replaces that with rule-based actions that run automatically. For example, the system can send an email after a missed call or trigger a callback when a lead engages.

Once those workflows are in place, they run in the background, ensuring consistent follow-up without manual effort.

“The workflows that are integrated within Convoso have allowed us to free up time as managers and to be very strategic on how we are approaching our consumers,” Diego said.

Dynamic scripting helps agents convert

Convoso’s dynamic scripting gives agents real-time guidance while allowing conversations to adjust based on the lead and context.

“One of the cool things with Convoso is that, depending on where we're getting the conversation going, we can tailor our script based on that source,” Diego said.

Scripts pull in data like customer location, prior interactions, or key details from the CRM and adapt in real time, so each interaction feels more relevant to the person on the other end of the call. 

“The better we can adapt our communication with the consumers, the higher the chances that we can make a sale,” he said.

Ongoing support helps the team get more out of the platform

Beyond the technology, consistent support plays a key role in how effectively the team uses Convoso day to day.

“The support reps are always happy to help us and they’re always looking to get us the solution that we want. It’s been a big help to have that line available to call for any questions that we might have,” Diego said.

Support evolves as the team scales 

As Digital Market Media has grown, that support has evolved from basic troubleshooting to ongoing optimization.

“I say a big shout-out to Daniel Steinman. He’s been an essential partner in this journey, [and has been] very proactive in getting us involved in all the tools available in the system,” he said. “It’s been a great part of our success.”

With a dedicated customer success manager helping them expand how they use the platform, the team continues to refine performance as they grow. 

That ongoing optimization has supported 750% year-over-year revenue growth and helped DMM earn a spot on the Inc. 5000 list of the fastest-growing companies in America. 

“It's been an asset for our call center to have Convoso. It adapts really well to a growing business. It gives you all the tools necessary to manage that growth in a sustainable way.”

Join teams like Digital Market Media using Convoso to drive better performance. Sign up for a demo today.