A Melbourne call centre closing the gap between enquiry and appointment

Building a new home is a complex, non-linear journey, and prospects rely on a real person to steer them through it. Consumers increasingly expect a brand to be there whenever, and wherever, they are considering their options, so the first impression had to be fast, personal and genuinely useful to both the buyer and the JG King sales team.

Our call centre attempts first contact 20 minutes after an enquiry lands, qualifies the lead and passes it to JG King’s sales team in a direct warm transfer. Lead notification alerts and seamless CRM integration keep the sales team current, with real-time reporting and detailed monthly insights on top.

Agents are trained on the JG King brand and product inside out, and capture the intent markers that matter: timeframe to purchase, product of interest and consideration stage. SMS and email notifications with detailed handover notes make the transfer effortless, so the sales team spends its time converting sales-qualified leads rather than triaging raw ones.

Across 2021 the centre made 15,673 calls, connected 5,898 of them and logged 691.56 hours of talk time at a 65-minute average speed to call. In FY21, 58% of leads were qualified into a next conversion step, 24% converted into appointment requests, and 104 sales followed qualification by the call centre.