1. 10 quick tips you can start
implementing today for immediate
impact in your call center.
Integration is Key
Treat Transfers Differently
Mask Sources for Better
Performance and Morale
Prioritize Transfers
Many see the live transfer as the answer to the failed
lead experiment. But Live Transfers in of themselves
won’t turn the bus around overnight. As with purchased
leads, the problem often lies more in the process than
the lead itself.
Ready to turn your campaign around and lower your
marketing costs today? We’ve analyzed over 100,000
calls and poured over mountains of data to understand
why campaign performance was suffering for our
clients, and what could be done to improve it.
If your agents working the campaign are
unable to pull up consumer information from the
call immediately, the hand-off and agent introduction
to the consumer is typically clunky. Without a direct
integration with your transfer provider into your
call center software, consumers lose confidence
in the transaction and you will have more missed
appointments and hang-ups guaranteed.
Typical inbound calls for agents start out as
if the consumer is calling IN, and many scripts
reflect this with open ended questions from the start.
However, with a Live Transfer the script MUST change
to allow the consumer to have faith in the process.
Instead of open ended questions, a simple, “So, I
understand that you are looking for help with [Project]?
Let’s see if we can help you with that” is perfect. THEN
go into your call script.
Agents can be emotionally driven, and peer
chatter can negatively affect the consumer
interaction before a call has even started. Masking
the campaign source for your agents, and analyzing it
on the backend, allows for every call to be treated the
same. Furthermore, shielding your agents from source
data allows any kinks to be ironed out so program
performance can be quickly rectified without long-
term judgments against the campaign.
Transfer campaigns should have their own
number for tracking purposes, and be prioritized
over other calls. These are your most valuable (and
expensive) calls and should be treated as such.
Reward Skill
You’ll get better results by rewarding top
performers and allowing them to take transfers
only. Avoid the temptation to quickly roll out these
calls to the entire team in hopes of linear performance
gains, it won’t work.

2. Share Data
Minimize Hold Time
Set Appointment Date First
Transparency
Let the Data Tell the Story
The most successful companies have weekly
calls with their transfer provider in the first
30-60 days and have the ability to upload real-time
performance data, or at minimum once a week. This
creates a feedback loop back with the transfer team,
which in turn nurtures a co-dependent ecosystem that
constantly elevates the quality of the program.
Keeping the transfer time between agents
down to a minimum is key in setting the
most appointments after the call is transferred.
The consumer has already been on the phone with
one agent answering qualifying questions and wanting
to get help immediately. The more time it takes the
client’s agents to gather info, search for data in their
CRM, and prepare for call, the greater the chance the
qualified consumer will hang up or become irritated
on the phone call when transferred.
Once transferred, consumers want to get right
to the point. The most successful programs try to
find an appointment date and set it tentatively FIRST
andthenaskanyotherqualifyingorverifyingquestions.
We have seen appointment set rates increase by as
much as 20% using this simple technique.
Clients who allow transparency into their
practices and are open to suggestions as well as
an onsite implementation visit are 3X more likely to
succeed. They achieve better results faster than those
who don’t, and it gives the two companies a better
opportunity to forge a thriving partnership together.
Modernize.com, part of the HomeImprovementLeads.com network, is the largest privately held lead generation
company for residential remodeling. For the last 10 years we’ve been working with the most successful companies
in home improvement and energy efficiency. Let’s chat to see if we might be a fit for your company.
jdwaltrip@modernize.com
It’s easy to get emotional when it comes to
making decisions. If your organization is sharing
data, it makes conversations much more productive
when both parties can objectively review performance
and speak the same language.