Successes With ProNexis
We’re grateful to have you as a part of the ProNexis family. April was a great month, and we have some quick success updates on how your Mosquito Authority business is performing with ProNexis. We also have new features we are rolling out and that are now available to you.
Client Success Sector
ProNexis April Performance for Mosquito Authority
For Mosquito Authority, I am 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 customer service skills.
Client Call Ratings
Our goal has always been to give Mosquito Authority customers the best experience possible, and during the month of April, we received some extremely high ratings!
We were rated a 5 for Politeness, 5 for Knowledge, 5 for Accuracy, 4.8 for Sale, 4.8 for Empathy and an Overall rating of 4.3! This is what we strive for every day.
“I am so happy we chose to go with ProNexis. Knowing that I am not missing one call into our office is a huge relief and gives me peace of mind that our customers are being taken care of. Communication from ProNexis is great, they make themselves completely accessible to me at all times, and their professionalism is top notch. This is money well spent and a great investment for our company”
The call rating system is the main vehicle to provide ProNexis with feedback on individual calls. I 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 try and 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.
We are always working to be better, and we are happy with the success Mosquito Authority has seen with our help.
Client Success Director
Call Center Cubicle
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.
ProNexis Performance Not Affected By Quarantine
We’ve been able to maintain the high standard that we set for ourselves.
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.
ProNexis prides itself on the quality of agents that we hire and train. During this time of struggle, I know we can trust our agents to handle the calls of your customers, and 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.
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.
- Roof installation/replacement: +2 percent
- Appliance repair: +6 percent
- AC installation/replacement: +38 percent
- Lawn mowing and trimming: +124 percent
- Tree trimming and removal: +113 percent
- Outdoor landscaping and design: +107 percent
- Concrete installation: +72 percent
- Fence and gate installation: +61 percent
- Exterior painting: +34 percent
Pronexis is here to help you continue to grow during this time.