About the client
The client is a large real estate development company specializing in modern residential complexes. Since the company invests heavily in marketing and gets tons of inbound leads, it is mission-critical to pick up every single call and do so quickly and with high quality.
Challenges
- Cut the number of missed calls
The sales team was overwhelmed by a flood of unqualified calls — spam, bank inquiries, and other irrelevant contacts. Nearly 35% of calls were being dropped before anyone picked up. With marketing dollars on the line, missing even one lead hurts, so the lost calls could result in wasted advertising budget. - Improve call quality
Managers were bogged down by non-sales calls and the real clients were getting too little attention. This spoiled the overall impression of the service and diminished chances of closing a deal. - Reduce average answer speed
People were stuck listening to the IVR, which could last up to 30 seconds. That’s why many hung up before even connecting with a manager.
CallGear solutions
- Introducing a first-line call response team
The company added a first-response team to screen every call. Within a minute, they figure out the purpose of a call and route the lead to the right department — sales, support, or service. That way, sales reps can focus only on real leads.
Result: Missed-call rate dropped from 30% to 10% in just a week. - Increasing staff
The company hired 20 new operators to handle the growing call volume (+15%). As a result, the managers could devote more time to real conversations.
Result: Average call duration jumped by 42%, from 1:02 to 1:28. - Optimizing response time
With more hands on deck and smarter call routing, average answer time was cut in half — from 30 seconds to just 15. This improved customer loyalty and reduced the rate of abandoned calls. - Handling abandoned calls
Even when calls are missed, first-line operators call back to understand the client’s intent. This helps save deals and provide a high level of service. - Improving lead qualification process
After each call, the operator manually tags the conversation as “deal”, “service”, or “unqualified”. Then, CallGear’s AI listens in and automatically adds tags like “qualified” if it hears key trigger words.
If a call gets conflicting tags, like both “qualified” and “unqualified”, the system flags it as a “misclassified lead”. A specialist then double-checks the call and tags it correctly.
Results
- Missed calls dropped from 30–35% to 10%.
- Answer time cut from 30 to 15 seconds.
- The average call duration increased by 42%.
- The quality of customer service improved, which led to better conversion at the first consultation stage.
Conclusion
Even with a high call volume, it is totally doable to build a customer-first communication flow. With the right tools and a proactive mindset, this developer cleaned up their call process, saved leads, and boosted sales.
