Balboa Digital Drove a 76% Lift in First Call Conversions with Branded Calling

Call centers win or lose on connection rates. When prospects ignore calls, call centers lose trust, revenue, agent time, and efficiency. Why don’t customers pick up? They don’t recognize the number. The fix: Provide instant transparency with branded calling.  

IGNORED CALLS COST TIME, MONEY, AND TRUST

Balboa Digital runs a fast-growing call center for financial services clients, specializing in form-to-call outreach for debt consolidation. Agents contact consumers within minutes of an online loan application, so response time was never the problem. Trust was. Consumers ignored calls from unrecognized numbers, forcing agents into multiple follow-ups. As a result, operational costs increased while conversion rates stalled.

BRANDED CALLING INCREASED FIRST CALL CONVERSIONS BY 76%

Balboa Digital deployed First Orion’s INFORM^® Branded Calling across all debt consolidation campaigns. Now every outbound call displays its name, logo, and “Debt Consolidation” as the call reason on the consumer’s screen. Agents can now keep their workflows, and prospects answer calls with confidence, equaling a huge leap in conversions.