How Lead Generation Services Increased Conversion Rate from 20% to 70%
The client is a renowned Australia based company that is into mortgage and refinance of loans.
The client approached ExpertCallers to completely manage their lead generation service. The reason for outsourcing this service was:
- Paltry conversation rate of less than 20%
- Drastic fall productivity
- Reduced revenue in-flow into the organization
The Winning Solution
We started by evaluating the difficulties of the client and found that their in-house team was struggling on many counts including getting the customer answer the second follow-up call and confirm the appointment again over the phone.
Based on this understanding, we created a two-phased strategy to address the issues:
- We zeroed-in on a follow-up strategy that effectively reminded the customers about the appointment. And we included provisions to re-schedule appointments in case of any trouble in reaching the customer
- We put the practice of second follow-up with the customer to rest and started fixing direct appointments with the customers on the first call
All the strategies were put into pace and executed with pin-point accuracy. At the end, we conducted a complete analysis of the result, assessed the progress of our lead generation service and finally identified the areas that required immediate attention.
As second follow-up call was completely omitted from the picture:
- Conversation rate grew to an all-time high of 70%
- Productivity levels started reaching new heights
- Infrastructure and execution costs fell by more than 40%
- Bottom-line increase by about 60%