The Call Answerer: Your Client’s Secret Weapon or Weak Link?
As an agency owner, you know all too well how important it is for your clients to convert leads into actual jobs. After all the marketing, SEO, PPC, and website work, the person who answers the phone is often the make-or-break factor in turning that lead into revenue.
Here’s how to evaluate your Client’s Lead Handling and ensure your Agency’s growth.
1. Are All Calls Getting Answered?
If your client’s calls are being missed, that’s money down the drain. Ensure they have a system in place to answer or return every call promptly.
2. How Fast Are Calls Answered?
Ideally, calls should be answered within 10 seconds i.e roughly within one and a half rings. Any delay beyond 15 seconds drops conversion rates drastically. Make sure your client’s team is on it.
3. Are They a Pro?
Your client’s call handler needs to be friendly, knowledgeable, and able to turn any lead—even a competitor inquiry—into a positive opportunity.
4. In-House vs. Outsourced Call Centers
Recommend an in-house team. They’ll be more invested in your client’s business and better equipped to handle inquiries with the personal touch that’s essential for conversions.
5. Listen to the Recordings & Provide Feedback
It’s critical for business owners (and for you, as the agency owner) to listen to call recordings regularly. Provide timely feedback to improve performance and ask for an explanation for the calls that didn’t convert. This is also an opportunity for your Agency to show that you are on top of your game and invested in your client’s success.
This attention to small details can lead to big increases in conversions and ROI for your client and ultimately your ability to retain them.
