Debt Relief Company Doubles Daily Sales with Convoso

A leading provider in the consumer financial health space that helps clients resolve issues and improve their financial futures. With remote staff across the U.S. and Belize, the company relies on a hybrid call center where agents manage both inbound and outbound calls to connect with customers and prospects.

However, as outbound operations struggled to keep pace with competitors, the executive vice president (EVP) and director of call center operations (DCCO) knew they needed a change. 

Their existing dialing system, Five9, wasn’t cutting it. Inefficiencies were holding the team back, limiting productivity and hurting sales.

Determined to reclaim their top position in the industry, the company leaders turned to Convoso’s dialer software to streamline operations, boost agent productivity, and help the company regain its edge. 

The results? Faster sales cycles, more motivated agents, and a return to the #1 spot in its category.

Sales surge while staff shrinks, thanks to Convoso

With Convoso, the organization achieved 2x growth in daily sales while reducing staff, thanks to the platform’s efficiency and ease of use. The company’s annual sales are up 25%, reflecting the system's direct impact on performance. 

The increased productivity and ROI of using Convoso make the investment worthwhile. “Even though I may spend a little bit more on Convoso per seat, a seat is twice as powerful,” the executive VP said. “Our cost per acquisition is maybe $20 cheaper now than we were prior to using Convoso. And that's because our human cost is so much lower.”

Convoso’s user-friendly interface allows the team to make quick adjustments without relying on additional tech staff, which is something their previous systems couldn’t offer. 

“The difference between Convoso and other dialers is the ability for a very slim team to run a dialing cadence that would normally require three or four people,” the company’s EVP said. “With Five9 or RingCentral, you’d need more tech people just to keep it running at the speed that Convoso operates.”

Because of Convoso’s efficiencies, the organization reduced its management and support staff while boosting sales performance. “We used to have six managers and two trainers. Now, I have just four individuals handling everything, because our team size didn’t have to grow, but our sales did,” the EVP explained.

Agents are now more productive than ever, with daily dials shooting up from 500 to 8,500 — a 1,600% increase. “We’re in a completely different league now than we were six to eight months ago,” the director of call center operations said.

With more calls translating into more sales, agents are motivated by the extra income they earn. 

“Everyone is making at least 15% to 20% more a year because of the amount of dials they’re able to make,” the DCCO noted. 

“We have the same, if not smaller, crew and we’re doing triple the amount of sales. We're still bringing in more and more leads each and every day growing our business, but the agents don't feel completely overwhelmed. They're happy to take those calls because those calls are just leading to more money for themselves.”

Smart voicemail drops free agents to focus on selling and training

Before Convoso, manual dialing and leaving voicemails drained agent productivity and morale. With only 25% of prospects answering, agents often left up to 80 voicemails a day, a tedious and frustrating task. “To get 80 quality voicemails out of somebody is...a non-starter,” one exec said. “It's not going to happen.” 

The constant workload left managers struggling to find time to pull agents off the phones for coaching. Overtime became routine, further straining the team. “We were calling people in on their day off to handle the traffic,” the EVP said. “We'd have to say, ‘Hey, can you stay a little bit later? ‘Cause we’ve got a mountain of leads to get through.’”

Convoso’s automated voicemail drop feature eliminated this burden. Now, voicemails are left automatically in the background, giving agents the freedom to focus on live conversations. “[Voicemail drop] is our best friend...Agents only talk to prospects who are actually interested in speaking to us,” the DCCO said.

With time-consuming manual tasks out of the way, agents now move through leads faster, and managers have more time for targeted coaching to improve performance even more. “All that energy we were putting into [manual tasks], we’re now able to use to coach our team members more frequently,” the executive vice president explained.

Real-time reporting and lead filtering power smarter campaigns

Convoso’s reporting tools and advanced lead filtering have become essential for the company, helping managers track performance and optimize strategies in real time. With metrics like answer rates and speed to answer, the team can quickly identify areas for improvement. 

“We’re able to use [Convoso’s reporting] on so many different elements...whether it’s a campaign we’re focusing on or adjusting marketing to get more clients to answer,” the DCCO said.

Agents also benefit from individual performance dashboards, a tool they never had before. “Now they can track their sales, calls, talk time, and progress week over week,” he said, allowing them to set goals and improve performance.

Reporting that once required manual data entry in Excel is now done with a click, allowing managers to make decisions quickly and easily. Convoso’s lead filtering gives the team precise control over dialing strategies. “If I need to get a source’s percentages up or dial a source harder, I can filter with just a click of a button,” the DCCO said.

The system also boosts morale by allowing managers to target higher-converting leads during slow periods. "If we’re having a slower hour, I’ll target higher-converting sources to get some sales in and lift the team’s spirits," he continued. "I can plug and play with that all day long, and it’s by far my most favorite thing about Convoso."

Convoso support turned early friction into incredible success

Switching to a new dialing solution can be overwhelming — something the company’s leadership knew all too well. The CEO initially pushed back, worried about the stress and time involved with learning a new system. 

But the results spoke for themselves once the new system was up and running, with more than twice as many sales per day. “We’re consistently hitting 250 sales every day,” the Director of Call Center Operations said. “Previously we were doing anywhere from 120 to 140 in a day.” 

When the CEO saw the dramatic increase, doubts about switching to Convoso disappeared, and he was convinced they had made the right choice.

Convoso’s support was crucial in easing resistance to the new system. The executive VP praised Ricardo and Mark from the implementation team, describing them as “absolutely amazing.” 

He shared how they went above and beyond, staying hours after their shifts to walk him through the setup. The next morning, despite being called at 6 a.m. his time, Ricardo joined a meeting without hesitation. 

“I felt horrible for the man, and he didn’t care. He was all in this for us,” the DCCO said. Their dedication had a lasting impact: “They’re a huge reason why the account stayed. 100%.”

Convoso’s user-friendly interface also made the transition easier than expected. Agents and managers quickly adapted to the system, which allowed campaign setup, lead filtering, and user management with just a few clicks. 

“The UI is so intuitive. You can set up a campaign, assign a phone number, or create a new user really easily,” the EVP said. “If a new rep has a certain skill set, I can clone an existing user type to match them...and they’re ready to go at the touch of a button.”

This combination of an intuitive platform and unwavering support from Convoso made a lasting impression. 

“From an organizational pride standpoint, we were not an easy acquisition,” the EVP said. “There was a lot of fear around this change...But Convoso stuck with us and gave us every opportunity to keep going.” 

Today, with higher sales, smooth operations, and an engaged team, the company’s decision to switch to Convoso has proven to be the right one.

Convoso helps agency reclaim leadership and maximize efficiency

The credit repair company’s transition to Convoso was driven by the need to regain its edge in the competitive debt and credit solutions credit repair industry.

“We were starting to lose ourthe number one position. for credit repair. We were so manual and were always wondering why companies are just outrunning us on conversion rate and overall sales,” the DCCO said. But with Convoso’s powerful dialer software, everything changed. “We gained that back, and now we’re number one again.”

For the executive vice president, “the biggest impact that Convoso has had on our business is time. Time and efficiency has given us the ability to not only leverage every lead that we have and make every interaction count, it's also helped us leverage our people to unlock their superpower, to get them on the phones with clients that are ready to speak with them and not have to worry about the lift of finding that next prospect to speak with.”

By streamlining operations and empowering agents, Convoso has positioned the organization to reclaim the top spot and continue building on that momentum. With a more productive, motivated team and efficient tools in place, it's now poised for sustained growth and future success.