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 Molly Maid® 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 Molly Maid
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 Molly Maid 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.
Lead Conversion Rate
For Molly Maid, we are extremely proud of the service we have been able to offer. We are always working to be better, and recently, we have been working to improve our Lead Conversion Rate.
During the month of May, we were able to achieve an 83% Lead Conversion Rate! As this is one of the highest conversion rates for any company we work with, we are very pleased with the work we’ve done.
This is what we strive for every day.
“ProNexis is Awesome! I have complete peace of mind in what they’re doing to support my business. Their agents are TOP quality and their response time and follow up has been amazing. I added in a lead this morning to test the system and within seconds I was called, and received an email and text message. I’m so glad I have them in my corner and don’t have to worry about how customers or leads being handled properly. I’m a very satisfied customer!”
-Paul Raschilla, Molly Maid of Bethlehem and Easton
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.
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
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
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.