About the Company
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 to do it fast and to a good quality.
Challenges
- Cut missed calls which reached up to 35%
The sales team was overwhelmed by a flood of unqualified calls – spam, bank inquiries, and other irrelevant contacts. But nearly a third 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 waste of advertising budgets. - Improve call quality
Managers were bogged down by non-sales calls and the real clients were getting lack of attention. It was spoiling the impression of the whole service itself and diminished chances of a deal. - Reduce average answer speed which reached 30 second
People were stuck waiting through the IVR. So many callers hung up before even connecting with a manager.
CallGear solutions
- Introducing the 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 for real conversations.
Result: Average call duration jumped 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 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 show a high-level 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 “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 leads 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.
