How to Easily Increase Your Lead to Appointment Conversion Rate

Get an inside look at how our Melbourne-based call centre skyrockets appointment requests.

Phone-based conversion is nothing new, but it’s still a missing piece of the puzzle for a lot of our clients. Engaging a call centre presents more than just fresh opportunities to connect with prospects, it also helps support your sales team and improve the customer experience. But navigating this does require a degree of flexibility and speed. That’s where we come in.Alongside our lead generation and marketing automation services, you can also leverage our Melbourne-based call centre for inbound and outbound calling. This service creates huge opportunities for your business to convert leads to sales with ease.

1. Create a positive experience

Creating the optimal first impression means meeting consumers’ rising expectations to be there whenever (and wherever) they’re considering their options. It figures then that improving your speed to call is the key to maximising appointments and driving ROI.

The relationship between brand loyalty and positive experiences

  • 80% of consumers expect a response in less than 6 hours when they engage with a brand
  • 87% of consumers say an immediate response when seeking support influences their loyalty

*The connected consumer is who you should be chasing – Forbes, 2018

2. Maximise speed to call

The below graph illustrates the impact speed to call has on lead to appointment request conversion across 10,000 leads. At Social Garden, we aim to call all leads as quickly as possible and on average we contact a lead within the hour.

3. Establish an additional touchpoint

For complex, non-linear journeys such as buying or building a new home, the chance to engage with a real person as part of the process is essential. These journeys are anything but straightforward, and prospects rely on trusted navigators to steer them through unfamiliar waters.

Creating an additional touchpoint through a call centre is an important step in personalising a home buying experience, making prospects feel supported and building trust in the brand. All of these help to improve the conversion rate from lead to appointment, and beyond.

Your first response is critical to…

  • Avoid missed appointment opportunities by maximising call connection rates
  • Maximise potential sales conversions by personalising the experience with the early collection of profiling data
  • Build brand trust and establish credibility by delivering an optimal first impression

How it works: our process explained

Our Melbourne-based call centre will work closely with your sales team to create a seamless process for you and for the customer:

  1. Upon a lead submitting an enquiry, the Social Garden call centre attempt first contact to further qualify the lead and pass them on to your sales team in a direct warm transfer
  2. Lead notification alerts update the sales team when a new lead is added in a seamless integration of lead data into your CRM
  3. We deliver real-time reporting coupled with detailed monthly insights to provide transparent audience insights

In collaboration with you, we will identify the data points you want to capture at this stage of the process, and unlock personalisation to improve the customer experience and sales conversions. It’s a win-win for everyone.

Our call centre agents are trained to capture intent markers like:

  • Timeframe to purchase
  • Product of interest
  • Consideration stage (this could include whether they are visiting display homes, considering other builders/developers)

Our call centre team is trained to know your brand tone of voice and product offering inside-and-out. This way we can funnel prospects while still allowing your sales team the space to support and convert sales qualified leads.

An authentic and relevant phone conversation has proven to be one of the best ways to understand propensity to purchase. Being able to contact a prospect quickly and focus on their needs puts forward the sentiment that this is a brand who cares about their customers.

In FY22, our call centre transfered 50.52% of home builder leads to sales consultants to book appointments directly. How did we do it?

With a seamless handover process

Our call centre platform uses SMS notifications and emails, ensuring the handover process is a straightforward one for both the sales agent and property buyer. Alongside detailed handover notes from our agent, this approach frees up your sales team to focus their time and attention on converting sales qualified leads.

One of the biggest wins for many of our clients has been the smooth data integration. Our system can integrate with your SMS, CRM and email software. This investment in technology plays a pivotal role in creating a successful omnichannel experience.

We’re accountable for sales

We don’t just talk the talk, we walk it. Our Melbourne-based call centre is highly effective, working to support the conversion process and improve sales.

Our call centre operates 7 days per week

We are able to be on call 7 days a week, so that you don’t have to be. If you are considering the benefits of leveraging our Melbourne-based call centre, please get in touch. We would love to show you more about the services we offer.

We assist property developers, home builders and real estate agents with appointment conversions and database re-engagement. Book an initial strategy meeting to see how we can support your team and increase your lead to appointment conversion rate.

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