Converting More Phone Leads: 17% to 49%
Keith helped a healthcare company identify breakdowns in the booking process and increased lead conversion by centralizing intake and training a dedicated team—driving 80% more appointments without increasing ad budget.
KEY RESULT
+80%
increase in booked appts in 6 months
Challenge
Leads were increasing, but only 17% were converting into booked appointments.
Solution
Implemented a centralized call center with trained staff, custom workflows, and clear tracking of conversions.
Company
Veterinary - Not Disclosed
Industry
Veterinary / Healthcare
Services
Lead Conversion Optimization, Call Center Strategy, Sales Training, Dashboard Development, Digital Agency Transition
One of the healthcare CEOs Keith worked with had a clear goal: drive more demand. New dashboards were built to track performance, digital ad agencies were reevaluated, and lead volume quickly improved.
But there was a problem.
A few weeks of reviewing call recordings uncovered a key issue. Only 17% of inbound leads were converting to booked appointments. Local teams were stretched thin, and lead handling was inconsistent across locations.
What he did:
- Implemented a centralized call center system
- Added call queues, custom on-hold messaging, and routing logic that sent new leads to trained reps while keeping existing patients with local clinics
- Hired and trained a dedicated inbound call team focused on new patient acquisition
- Built dashboards to track lead sources, answer rates, and conversion performance
What changed:
- The lead conversion rate increased from 17% to nearly 50%
- Staff had clearer roles and better tools to manage new patient calls
- No additional advertising spend was required to support the growth
Key outcomes:
- 80% increase in appointments booked between November and May
- 1,343 appointments booked in November
- 2,413 appointments booked in May (during the COVID-19 period)
By improving how leads were handled, not just how they were generated, Keith helped this team turn existing demand into real patient growth.
More WORK
