ROI Boosts Appointment Conversion Rate by 10%

The Challenges

This flooring selection and installation company serves Texas and the Southeast, Mid-Atlantic, and Midwest United States. In 2023, is shop-at-home renovation experience raised demand and highlighted inefficient call management, poor communication between sales and installation teams, and poor appointments set and follow-through conversion rates.

60%

of calls went unanswered by overwhelmed staff

Poor comunication

lowered conversion

Weak post-purchase support

caused by stretched team

The Solutions

The company partnered with ROI CX Solutions, a trusted leader in contact center operations, to raise the bar for success:

Tailored Hiring

ROI hired to match demand and provide excellent results. When staffed to initial expectations, the team achieved 59% service level with a 20% abandonment rate (ABA) and average speed of answer (ASA) of 1 minute and 56 seconds. ROI grew the team by 112.5% from 8 to 17 full-time equivalents (FTEs) to lower response time and raise service levels.

Inbound Service Levels

ROI’s appropriately staffed team handled 82% of all inbound calls in 29 seconds, surpassing the initial ASA by 75% and ROI’s goal of 80% of calls handled in 30 seconds. The team raised inbound call conversion rate goals from 25% to 35%.

Outbound Support

The team also consistently raised outbound call conversion goals. Agents passed the initial 15% outbound conversion goal with 17% conversion, prompting the business to raise the goal to 20%. The team achieved a 6-second average speed to dial.

60%

FTEs hired in the Philippines to match demand

FTEs scaled to accommodate outbound lead budget

Detailed  call metrics enabled

by customizing Five9

The Results

ROI’s excellent results improved processes and customer experience. The team’s strategies, combined with Five9 features, leveraged sales and customer experience opportunities. ROI’s outbound support helped the company acquire additional business, establishing ROI as a true partner dedicated to customer satisfaction and business success.

82%

of calls handled

75%

decrease in ASA — from 1 minute 56 seconds to just 29 seconds

35%

inbound conversion rate achieved

20%

outbound conversion rate achieved

SMS messaging improved customer communication

Partner with us to deliver exceptional customer service experiences.

Established in 2008, ROI CX Solutions has always been committed to delivering client-centric solutions, even amidst economic challenges. The efforts of ROI CX Solutions have generated over $22 billion in revenue for their partners. Offering services in 29 languages, their dedication to excellence has been recognized in the 2022 Inc. 5000 list.

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