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.
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
