The client is a regional leader in home improvement services that runs two large outbound call centers. Its contact center regularly takes in around 12,000 new leads, and a team of 40 agents is tasked with reaching those leads by phone and setting appointments for home improvement services, which feed demos and sales for the company's field teams. The call center director led the switch to Convoso and shared the results.

The company's call centers were adding around 12,000 new leads on a regular basis, and 40 agents were expected to get those leads on the phone and book appointments. Every one of those numbers was being dialed by hand. No matter how quickly agents worked through their lists, manual dialing could not be fast or efficient enough.

Home services leads are hotly contested, and the agents could not reach prospects fast enough. The call center director described contact rates as "abysmal", and competitors had often already set an appointment by the time the company's agents called. Speed to lead was a direct competitive problem.

Speed was not the only issue. Manual dialing left little room for strategy or optimization; all the team could do was dial and dial again, which fueled "Spam Likely" labels on its numbers and frustration for both leads and agents. The operation also lacked data insights into its calling practices and had no built-in support for multi-state compliance.

The contact center narrowed its search to Convoso and Five9 and chose Convoso for its superior speed to lead and configurability. The team moved its outbound operation onto the Convoso platform and replaced manual dialing with a predictive dialer, bringing speed to lead down from more than two minutes to under five seconds.

Convoso's granular automation and configurability gave the team room to run data-driven dialing strategies instead of simply dialing through lists. Comprehensive caller ID reputation management addressed the "Spam Likely" labels that manual dialing had generated, helping more prospects pick up. Convoso's StateTracker tool added built-in guardrails for Mini-TCPA compliance across the company's multi-state dialing campaigns, and a dedicated customer support team backed the rollout.

The impact was felt quickly on the sales floor. Agents were talking to more people, setting more appointments, driving more demos and earning more. After six months on the platform, the director found agents setting records on metrics such as hours per set and hours per demo, and asked himself whether the team's KPIs had been set too low. The team's targets were raised accordingly.

• 67% increase in appointment set rates
• 33% increase in contact rates
• Average speed to lead cut from over two minutes to just seconds
• Agents set new records on hours per set and hours per demo within six months
• Configurability unlocked data-driven dialing strategies in place of manual dialing
• StateTracker guardrails automate Mini-TCPA compliance for multi-state dialing campaigns