Successes With ProNexis
We’re grateful to have you as a part of the ProNexis family. May was a great month, and we have some quick success updates on how your 101 Mobility® business is performing with ProNexis, along with new features we are rolling out that are now available to you.
Client Success Sector
ProNexis May Performance for 101 Mobility
One of the biggest problems faced by most companies and brands today is the inability to convert leads or hiring agents that are incapable of converting leads.
In fact, the industry standard in lead conversion hovers right around 15%-35%.
At ProNexis, we only hire individuals that are adept in sales and customer service. Then we take them and put them through over 10 hours of training in both the 101 Mobility script and process, ensuring they are ready to handle any and all calls.
An agent will never answer a call from one of your customers until they are fully trained.
Client Call Ratings
Our goal has always been to give 101 Mobility customers the best experience possible, and during the month of May, we received some extremely high ratings!
We were rated a 4.7 for Politeness, 4.3 for Accuracy, 5 for Sale, 4.3 for Empathy and an Overall rating of 5! Our goal of continuous improvement doesn’t change and we’re very focused on delivering quality results.
The call rating system is the main vehicle to provide ProNexis with feedback on individual calls. We ask for everything possible to be done so we can continue to collect your customer’s feedback and continue to improve.
Lead Conversion Rate
Before starting with ProNexis, we ran the numbers for 101 Mobility and found a conversion rate of 36%.
Since starting with ProNexis, we’re proud to say that number has gone up by over 50.5%.
Call Answer Rates
Lastly, we would like to talk about ProNexis’ success with keeping up with 101 Mobility’s call volume.
Before starting with ProNexis, we ran a speed test for 101 Mobility to see how many calls were being missed. With help from ProNexis, the amount of calls being answered has gone up by over 30%.
One of the best parts of being a member of a franchise network is taking advantage of the economies of scale that you wouldn’t get on your own.
Your account with ProNexis is one of those advantages. By having one standard program for your whole network you get better coverage and conversion rates at a fraction of the cost of doing it yourself.
We understand that every business is unique and sometimes you may want to customize the program to fit your situation.
Evaluating potential changes is always a team effort between our experts and your franchisor to make sure calls are handled in a uniform, successful way for all franchisees.
This sets our agents up for success, which ultimately means more appointments for you and your staff.
Client Success Director
Call Center Cubicle
ProNexis Performance Not Affected By Quarantine
During this pandemic, we’ve asked all of our agents to stay home while working to maintain their health and safety.
While this might be a negative or disruptive situation for most companies, we hope you know that you can trust our agents as much as we do.
During this challenging time, ProNexis agents continue to be successful in both taking care of and converting your customers and leads.
Maintaining Service Excellence Through the COVID-19 Quarantine
While many companies are struggling right now, ProNexis continues to thrive and provide the best conversion and customer service.
In many call centers, unless there is a manager or supervisor to keep a handle on their teams, the numbers fall, calls are missed, and call quality drops.
At ProNexis, all of our agents go through rigorous training to make sure they provide the best customer service possible and are responsible and accountable, and the numbers speak for themselves.
Before the start of the quarantine, our agents had an average conversion rate of 79.20%.
Now, working from home, our agents are maintaining at a 79.43% conversion rate.
Before the start of the quarantine, customers were rating the quality of the agents’ calls at 80.63%.
Now, working from home, our agents are receiving an 84.52% rating.
You can rest assured that your company will continue to grow with the help of our professional agents.
Sr. Director of Call Center Operations
Website Chat and Website 2 Way Texting Launch
ProNexis has launched a Chat and Texting tool for your website! Now ProNexis agents can manage online chat conversations on your website and respond to text messages that are sent in via text-enabled numbers.
If this is something you would like to have on your website, please reach out to Ben Fox at bfox@ProNexis.com | 972-800-0759.
Text to Schedule
ProNexis has released an awesome new feature used in our outbound lead follow-up system. Now when we text a lead they can follow a link and schedule themselves for an appointment!
Chief Technology Officer
Give ProNexis and Get ProNexis – Referral Program
We’ve introduced a way to refer your peers to ProNexis and put money in your pocket. For every referral that comes on you’ll get 5 Free Appointments!
Just send them my calendar link to book a demo and I’ll take it from there: https://calendly.com/bfox1/30min
For details contact me, Ben Fox, at bfox@ProNexis.com | 972-800-0759.
VP of Business Development
Stay At Home Is Driving More Home Service Projects
Through our partnership with Thumbtack, a leader in the home project space, we’ve been able to provide some insights for what the national pandemic has done for different industries. Most homes were largely empty with people being at work, now homes host makeshift offices, schoolrooms, and leisure activities seven days a week.
During this difficult time, we’re seeing resilience and increases in time-sensitive home projects with the main categories being outdoor home services.
ProNexis is here to help you continue to grow during this time.