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Saturday, July 19, 2025

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How to Improve Phone Conversions

There have been dozens of reports and studies over the past couple years talking about how effective click to call and other phone based sales strategies can be.  Getting customers to call you is one of the best ways to get the results you’re hoping for. Unfortunately, most companies are doing a poor job once they do get that call, and leaving millions on the table.  A new report from Marchex says that with a few simple changes, businesses can drive up to $1000 million more in total sales.

This is largely because companies seem to focus their call centers on operating inexpensively rather than effectively.

For example, when putting people on hold you are risking losing them forever.  62% of people who call into companies will wait 1 minute or less on hold before they move on.  17% will wait 1-2 minutes and 4% will wait 3-4 or 4-5 minutes.  The point is, keeping people on with a live person whenever possible is very important.  If you do need to put people on hold, the length should be kept as brief as possible and they should get frequent updates.

Another key factor that the report found was concerning the greeting.  Out of all the purchases analyzed in the report, 63% came from companies with a warm greeting.  A warm greeting is something like, “Hello this is Michael, How are you today?” compared with longer, colder greetings such as, “Hello, thank you for calling Mike’s Call Mart where we work hard to serve you.  What area code are you calling from please.”

While both are ‘friendly’ the first option is much warmer and will result in improved conversions.

Whether you have a large call center or you are a one man shop, these tips can really help you to boost your conversion rates without investing any additional capital.

You can read the full report HERE.

Pesach Lattin
Pesach Lattinhttp://www.adotat.com
Pesach "Pace" Lattin is one of the top experts in interactive advertising, affiliate marketing. Pesach Lattin is known for his dedication to ethics in marketing, and focus on compliance and fraud in the industry, and has written numerous articles for publications from MediaPost, ClickZ, ADOTAS and his own blogs.

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