The Client

The client is a leading US-based franchisee consultant with over 30 years of experience in the field. Their end-to-end consultancy includes exploring the right business opportunities based on the prospective investor's expertise, and recommending lenders, legal representation, and vendors for both individuals and institutions.

The Requirement

The post-pandemic era opened vast business opportunities with more prospective clients now open to virtual contact. The client wanted to take advantage of this situation by increasing the number of prospect engagements by several folds. They were looking for a cold-calling partner who could convert their existing database to qualified leads.

Prevalent Challenges

Finding the right resource while managing high overheads was the primary challenge. This was accentuated with routine attrition and training needs of new hires resulting in increased turnaround times. Market compression due to general economic conditions and particularly contraction of mortgage market further added to the challenges.

The overall impact of these direct and indirect challenges was mainly visible in terms of operational capabilities leading to a 20% reduction in the number of enquiries handled and a 6-month delay in new-client on boarding and project kickoff. The overall conversion also witnessed a 15% drop.

The Solution

O2I deployed resources proficient at cold calling along with necessary assets and infrastructure such as Vici Dial, a leading predictive dialer. We ensured that our personnel have the necessary soft skills such as a neutral accent, a good understanding of US culture and related sensitivities. The resources were deployed out of an offshoring unit to ensure the project is executed in a cost-effective manner while ensuring high levels of coordination with the onshore team which enabled us to deliver seamless delivery.

As a part of our continuous business process improvement initiatives, the Quality Management team regularly reviewed the call pitch and rebuttals to fine tune the communication for specific queries in addition to implementing our time-tested performance tracking and improvement plans.

The Impact

The client reported a significant increase across key performance metrics and the current statistics show that we routinely surpass the numbers mandated by service level agreements. Here are some of the key results that are a direct result of engaging O2I -

• 60% increase in connect ratio
• 40% reduction in operating costs
• 25% decrease in all abandonment
• 30% jump in overall ROI

Outsource Appointment Setting Services to O2I

Appointment setting through cold calling can be a challenging yet a crucial part of the business development process for small and medium sized businesses. When executed the right way, it is one of the most cost-effective ways to achieve your growth objectives. Whether your database is curated or raw, our agents have the necessary soft skills to convert a high proportion of contacts into qualified leads. What’s more, with a rich experience in the contact center industry that spans over 20 years, we have the necessary expertise to sustain high levels of performance over extended periods of time.

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