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 (not taking credit for this one), was to cut average callback times from 45 minutes to under 20. It had a massive impact on revenue and ultimately even the price …