How a 2-Minute Text Increased Call Center Revenue 24%

Why a quick heads-up text turned ignored calls into real conversations.

When I ran marketing for a large Canadian service provider, our lead-to-call ratio sat around 20%.

Not terrible. Not great.

We made huge progress over my tenure there. One of the big initiatives, was to cut average callback times from 45 minutes to under 20. It had a massive impact on revenue and ultimately even the price we could charge for our services.

However, we still had a massive problem where the majority of callback leads weren’t picking up the phone when we called. Why? People thought we were spam.

Our outbound numbers looked anonymous. Caller ID couldn’t display our brand. Most leads assumed we were robocallers. Straight to voicemail.

This is how we fixed it.