Case Study: 10Xfive increases call center answer rate by 20% with CallTrackingMetrics

How 10xfive Increased Their Call Center Answer Rate by 20%

10Xfive, an Atlanta-based fast-growing agency managing marketing, sales, and support for multiple brands, needed an all-in-one phone provider to replace several disconnected vendors for call tracking, recording, and monitoring. They also wanted to improve their call center answer rate, customer satisfaction, and gain a VoIP option that would let remote agents work more easily, and they turned to CallTrackingMetrics for help.

CallTrackingMetrics implemented call queues, smart routing, live agent visibility, call recording, live listening, and outbound dialer tools to unify 10Xfive’s operations and support remote work. As a result, 10Xfive raised its call answer rate from 80% to over 95%, and one client saw appointment-booking conversion rates near 85%, far above the industry average.

10Xfive

Cynthia Cassidy

Vice President of Sales Center