Case Study: Remote Call Center Increases Contact Rate By 300 percent And Doubles Agents After Switching To Convoso

 

CONVOSO’S CUSTOMER

Digital Market Media [DMM] is a successful inbound call generation company serving clients in multiple industries by providing their sales teams with a steady stream of qualified prospects. Their call center is a remote operation, so their agents work from home.

 

Dramatic improvement for Convoso virtual call center customer Digital Market Media

 

CUSTOMER CHALLENGES

Delivering high quality leads in a volume that meets Digital Market Media’s client expectations requires a level of efficiency and tools that were lacking in DMM’s previous dialer. “Our redial capability greatly hindered performance and ROI – we were dialing through too many leads inefficiently,” said Director of Operations, Kyle Andersson. The company’s goals were to increase:

  • the volume of calls
  • remote agent productivity
  • number of qualified leads transferred to clients

 

CONVOSO SOLUTIONS

  • Advanced DID manages caller ID reputation to avoid being flagged
  • Omnichannel features
  • Automated workflows
  • Support of dedicated product expert
  • Optimization of DMM dialer configuration
  • Real time in-depth automated reporting
  • Comprehensive data analytics of lists and leads
  • Streamlined processes with productivity tools for WFH agents
  • Reduce agent wait time with Quick Disposition Tool

 

CUSTOMER RESULTS

DMM grew quickly with Convoso’s more robust dialer. With new capabilities and tools:

  • Contact rate surged from 7% to 20-30%. 
  • Critical DMM KPI, lead to transfer rate, steadily increased from 2% to 8% for significant ROI impact 
  • Doubled agents from 15 to 30 in two months
  • Previously unavailable automated management reports with real time analytics saves an hour a day

 

READ THE FULL CASE STUDY ON CALL CENTER TIMES

 

>>> To read more Convoso customer success stories and see video testimonials, please visit out Customer Success page.

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