Inbound Case Studies

Media-driven inbound calls: Increasing lead generation

The Challenge
A public interest law firm needed to foster grassroots involvement and acquire new clients while increasing revenue. To do this, they launched a media-driven inbound campaign. Instead of asking viewers to make a purchase, the firm motivated them to call to receive a free guide. The challenge was to convert these prospects into warm leads with a few qualifying questions in the first call. The current situation was not working, the callers were not professional and calls were not be handled with poor service level.

The Solution
ITM’s highly trained, professional Marketing Associates met this challenge with ease. Their enthusiasm, professionalism and knowledge for the firm’s mission deepened the callers’ commitment and inspired them to give the necessary information. ITM worked with the client to determine the spike times and staff necessary to handle the call volume. ITM also offered a wait message for customers to listen to while on hold for the next available agent. This insured 100% service level. The message played was similar to what the customer saw on the television which conveyed the urgency to hold on the line even more.

The Results
One Hundred percent of all calls were answered in 8 seconds or less. The callers wanted more information and felt at ease to discuss their concerns with our experts. Furthermore, the Marketing Associates established positive relationships extending the law firms mission and creditability.

Joe Ram – President, SunTelemedia
“Our company was suffering from spending big dollars on prime time television media airings for our calls to not be answered… ITM stepped up and took over our 800 number lines and has not dropped a single call in 2 months time of working with them. They made the transition easy and the real time reporting keeps me perfectly informed when I want, the way I want”

Want more information? Call Jen Bosley at 800-686-4486 ext 222