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June Newsletter for Gotcha Covered®

Successes With ProNexis

Gotcha Covered 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 Gotcha Covered® 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 Gotcha Covered

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 Gotcha Covered 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 Gotcha Covered customers the best experience possible, and during the month of May, we received some extremely high ratings!  

We were rated a 4.5 for Politeness, 4.8 for Knowledge, 4.8 for Accuracy, 4.5 for Sale, 4.8 for Empathy and an Overall rating of 4.5! This is what we strive for every day. 

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

Another service we are happy to provide, is our lead conversion rate.

Since starting with Pronexis, we’re proud to say that Gotcha Covered has experienced a 88% lead conversion rate!

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. 

Sincerely, 

Nate Baldwin
Client Success Director

Nate Baldwin

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. 

ProNexis agents working from home

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.

Conversion Rates

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. 

Call Quality

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.

Ray Petrulsky
Sr. Director of Call Center Operations

Ray Petrulsky

Technology Talk

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!

Shane MacKay
Chief Technology Officer

Shane Mackay

Sales Slice

Give ProNexis and Get ProNexis - Referral Program

Hi everyone,

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.

Ben Fox
VP of Business Development

Ben Fox

CEO Corner

Covide-19 Updates

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.

https://www.domo.com/covid19/economy/

ProNexis is here to help you continue to grow during this time.

Sincerely,

Scott Abbott
CEO

Scott Abbott

Pronexis is the top lead development platform in the franchised home service industry. We work with some of America's most trusted brands to qualify, advance, and close their incoming prospects.
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