Birmingham immigration lawyers increase their telephone conversion rate by 220%

Background:

Birmingham based migration lawyers hired us to help them convert more callers into consultations.

Problem:

The legal firm’s call to appointment conversion rate, before training, was 5%. We started by conducting mystery calls over a period of two weeks. Scoring the calls on our standardised evaluation tool, we found that greetings were variable in quality and consistency, there was very little questioning going on, and that telephone staff was reticent in asking for the appointment. When presented with objections to the appointment, they didn’t handle them appropriately. Often, they would not take the callers details for follow up.

Solution:

After preparing a customised training program to address their telephone selling weaknesses, we delivered 1 day of training at their facility. Further, we ensured results were applied with tests, post-training mystery calls, and follow up conference calls over a period of 8 weeks.

Result:

Conversion rates rose dramatically from 5% the week following training, and were as high as 16% as much as 8 weeks later. This is a conversion rate percentage increase of 220% without a reduction in the quality of leads presenting at appointments. The law practice is now so busy with new appointments, they are compelled to hire more people to share the load.