We have recently started offering our lead generation clients a call tracking service, that allows them to record all telephone enquiries made through our advertising efforts.
And the results from implementing this have been jaw-dropping!
Not only has it helped our clients significantly improve their profit margins, it has played an instrumental role in ensuring they don’t lose calls because of their reception.
What we found after implementing the system:
- Out of every 50 customers who are calling to enquire, 10-15 calls are going unanswered. Which means 10-15 potential customers are being lost!
- Over 60% of potential clients have the same concerns when enquiring. By listening to the calls and seeing the patterns, we are now able to comprehensively answer these objections in order to confirm the booking.
- Simple questions are often mishandled by the reception staff, causing the lead to lose trust or get frustrated and hang up.
- There’s so much confusion – upon playback, we are able to clearly distinguish what the client is asking about. And in a lot of cases, the receptionist is responding to a completely different concern, causing confusion that prevents the client from taking action and booking.
- People are busy, and they want their objections and concerns answered before they take the time out to come to your premises. Do not push for a consultation, push to really answer their questions.. And the end result will be an actual booking. The receptionists that push for consultations tend to frustrate clients, who either hang up or book a consultation only to cancel it later.
- Listen. We’ve heard so many calls where the reception staff is providing an information overload, without really waiting to listen to the customer to find out about what they are actually concerned about.
After implementing the call tracking system, we found that around 7 out of 10 calls are lost by the reception – not because of lack of interest from the customer, but because the call is not handled properly.
With this information, our clients are now able to convert those 7 lost calls as well – thereby increasing their profit, without having to spend more on additional marketing.
We couldn’t be happier about this development!
Want to know more about call tracking? Drop me an email and I can share more information on how it works.