My call center is struggling with getting our normalized booking rate up. We are hovering anywhere between 14% to 17%. Does anyone have any pointers on how to bring this up?
Do you have a call flow? Do you use any call coaching program; external or in house? What are the driving factors for non booked leads?
We use an "urgency list". This tool alone increased our booking rates. If you do not already use this- You book the customer for your next confirmed availability. You let them know they are marked as urgent so if an opening becomes available sooner we will move them forward. We use the urgency tag on jobs when booking so we can easily locate jobs to pull forward when we get openings.
