Agile Call Center: Optimizing Patient Conversion Rates case study

A Lead Generation Crisis

Our national healthcare lead generation service noticed that partner medical groups weren't completing patient transfers from the call center. These failed transfers drove catastrophic drops to conversion rates:

Conversions fell by 76% when a warm lead call wasn't answered by the partner

Searching for the Solution

To solve for this conversion problem, RMI tested ways to lower this missed opportunity cost. We saw the missed opportunity rate fall from 76% down to 32% when calls were transferred to a live person instead of an answering machine.

Optimizing for Success

As an actionable response to these insights, we optimized the patient conversion rates by implementing an after-hours answering service for our healthcare lead generation service.

Beating Industry Standards

The Response Mine Call Center, by all metrics, is an industry-leading revenue generator. Our Call Center averages a 94% answer-rate with 15 seconds of an incoming call versus the industry average of only 85%.

Want to know what a difference a 9% lift in answer-rate looks like?

Response Mine Health's call center generates over $3 million in revenue annually.

For one client, we produced an increased conversion rate from 14.84% to 26.88%.

This shows an 81.13% percentage increase—we're talking millions of dollars in added revenue.

Report Abuse

If you feel that this video content violates the Adobe Terms of Use, you may report this content by filling out this quick form.

To report a Copyright Violation, please follow Section 17 in the Terms of Use.