“ Our funnel continues to get narrower ,” says Sanford . “ That ’ s why we have seen our results consistently improve . A few years ago our call to appointment conversion rate was 45 %, today it is 78 %.”
As CSG needed more and more data , Howard required custom reporting . “ I no longer go to the CallSource website to find the data I need . I call our Account Manager , describe what I ’ m doing and they “ give me a report that does what I need .”
Figure 4
Total Appointments 18 Month Trend
September 2012-2014
52 |
54 |
56 |
44 |
31 |
18 |
29 |
39 |
22 |
27 28 |
31 |
54 |
29 |
32 |
38 |
49 |
31 |
29 32 |
50 |
54 |
51 |
54 |
9
Apr 2012 |
Jan 2013 |
Jan 2014 |
Sep |