Remodelers need a reliable way to convert leads into sales opportunities. One of the best ways to do this is through a call, or contact, center.
Reputable remodelers do not bid on a major project until they are sure of the home’s condition. Homeowners are often slow to commit as well, citing reasons related to budget or inexperience, among others. A contact center dedicated to making appointments for on-site homeowner meetings streamlines the process for both sides.
Contact centers can be set up internally with a team as small as six, outsourced to a third-party provider, or even scaled to teams of one hundred or more.
Speed to Engagement
One reason contact centers can be so effective is that they deliver "speed to engagement" or “speed to lead,” which are essential ingredients to closing a sale. Our research shows that a response after five minutes from first contact slashes conversion rates in half.
Florida-based Sun-Tec Solar is one example of how using a contact center can exceed expectations.
“We are calling leads faster and more often thanks to our contact center," said Thang Phu, Sun-Tec’s Marketing Director. "Our system achieves speed-to-lead through CRM workflows that send each lead to one of our available reps and automation that immediately dials the homeowner’s number. If no one answers, our program is set up to call each lead several times per day until we get through."
Contact centers also help recruiting and retaining talent in today’s tight labor market. They offer great entry-level roles for workers with diverse backgrounds. If your approach is to employ high-skill industry veterans, an outsourced call center offloads the tedious tasks of pre-qualification and appointment setting for a happier and more productive sales team.
“Our contact center is mostly staffed with entry-level agents,” said Phu. “This helps us grow by attracting people with experience in other industries. Our contact center agents can grow in their careers by moving into management or field sales.”
Keep It Simple
Keep in mind that contact centers don’t just run themselves. There are numerous requirements to a successful operation, including compliance with local, state, and national regulations such as TCPA (Telephone Consumer Protection Act) consent. That’s why many businesses decide to outsource. If you are thinking of running your own contact center, keep things simple and give your staff the right incentives and compensation.
“We’re not trying to sell a project with our contact center, we’re just trying to set an appointment,” said Phu. “Our contact center team focuses on why a homeowner should meet with us. One of our experts can help the customer determine what product to go with and explore whether we’re the right supplier for them.”
If you want to convert more leads, consider an appointment-setting contact center to help engage leads faster. You’ll likely find the improved speed-to-engagement creates more appointments.