Results | Before Callzilla® | With Callzilla® |
Conversion of Inbound calls-to-leads | 45% | 88% |
Call Abandons | 35% | < 5% |
QA Scores off af monitored calls | 60% | 88-90% |
Industry: Life Insurance
Need: Lead Generation
Success Metrics:
Conversion of calls-to-leads increased by 89%
Increase in overall QA scores of calls monitored by 50%
Diminished call abandons by 85%
Situation:
- Client had made a previous attempt to serve the Latin American market prior to working with Callzilla®; Spanish language lead generation results with other outsourced partners were perceived as mediocre.
- Low conversion-to-lead percentages, high call abandons, poor QA scores
Objectives:
- Increase call-to-lead conversions in Spanish
- Reduce call abandons
- Boost QA scores to provide better customer experience
Callzilla® Approach:
Employed consultative call handling and training approach to emphasize conversions and better treatment of customers and in-call experience caller’s unique needs
Results:
Conversion of inbound call-to-leads
Before Callzilla® 45%
With Callzilla® 88%