Gaudio Insurance Group sees a 123% lift in Answer Rates and 23% lift in Contact Rates
With the help of Regal, Gaudio Insurance Group not only has been able to contact more customers effectively, but have more engaged customers speaking on the phone with them.
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"Regal.io has helped us improve our overall lead contact rates by 23% with their spam remediation and call branding services. This has enabled our agents to reach more customers, have more meaningful conversation and drive significant incremental revenue. I would recommend Regal.io to anyone that runs an outbound sales team."
With branded calling capabilities from Regal.io, Gaudio Insurance Group saw a dramatic lift in key performance metrics.
Since the insurance industry is incredibly competitive, it is important to be able to reach prospects quickly when they are ready to engage.
Within seconds of prospects filling out a lead form, calls must be made to prospects.
To reach interested prospects, Gaudio Insurance Group has a team of over 25 agents who make over 10K calls per month when prospects submit a lead form online. When a new lead comes in, it is assigned to an insurance agent to quickly engage with the prospect.
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Poor Answer Rates and Short Average Talk Times
However, despite their strong efforts and capable team, Gaudio Insurance Group struggled with low answer rates, low average talk times, and calls being marked Spam Likely, which became even more difficult as the economy faced headwinds. They were seeing answer rates lower than 10% and an average talk time of 11 seconds with customers, which impacted their top line revenue figures.
With a consultative approach, Regal diagnosed that the company had low answer rates due to spam flags that were being placed on their calls by the major phone carriers and lack of branding on their phone calls. Regal suggested Branded Caller ID as a solution to the problem. After running an initial pilot, Gaudio Insurance Group saw significant improvements in several metrics across the board, including answer rates, average talk times, contact rates, and proportion of calls with customers that lasted over a minute.
Branded Caller ID Drives Higher Customer Engagement for Gaudio Insurance Group
Gaudio Insurance Group first started using Regal’s spam remediation services to remove Spam Likely flags from their calls.All 10K of their monthly outbound calls were effectively reaching customers instead of being marked Spam Likely.
Gaudio Insurance Group then adopted Branded Caller ID to see its impact on overall engagement. Since phone calls now said “Gaudio Insurance Group” as the Caller ID, prospects could quickly identify that a trusted party was calling them. This improved answer rates significantly and resulted in more longer duration calls with prospects, which is indicative of amore effective sales engine. Regal.io's technology platform has helped the company to compete effectively in a highly competitive insurance industry.
The results of the new treatment were dramatic. Within a single quarter the answer rate increased by an incredible 66% (from 15% to 25%), which led to a strong 5% lift in overall conversion.
Lift in ANswer Rates, contact rates and higher Talk Times
Gaudio Insurance Group instantly saw a 123% lift in answer rates from 13% to 29% from using Regal's Branded Caller ID capabilities. Their contact rates also saw a 23% lift from 35% to 43%.
70% of their calls now lasted over a minute with prospects and average Talk Times increased by 647% from 17 seconds to 127 seconds.
Going forward, Gaudio Insurance Group has the confidence to continue growing their sales team and driving additional top line revenue - Regal has played a major role in helping provide a more effective sales touch and exceptional customer service.
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