personal trainers orbit report
DESCRIPTION
Office Response Personal Trainers ORBIT ReportTRANSCRIPT
orbit:
personal trainers
sector report
office response business intelligence team
orbit:call or on 0844 826 7600 office-response.co.uk
how it works100% of your attention is given to the client during a training session
The phone rings during this session
Office Response pick up the calls to ensure that no potential or existing client’s calls are missed
1.
2.
3.
4. The details you want us to take will be sent to you via either email text or both
voicemail usage
88%
of people will leave a message on voicemail if they personally know the individual they are calling. 79%
of people will not leave a message on voicemail if they are calling to place an order for a product or service 2/3
of people surveyed will not leave a message on voicemail if they are calling to make a complaint
key notes1. When calling a business during office hours in response to an advert more than half
of the people will not leave a voicemail
2. The majority of people expect to be called back the same day if they leave a
voicemail
3. 83% of people are comfortable leaving voicemail messages on mobile phonessource1. Active Office Response Clients and a random sample of the general public
2. Sample size of 500 individuals
3. Sample period Apr-Jun 2010
orbit:office-response.co.uk
Click here to visit the Office Response blog for more information on voicemail use in the Personal Training sector
call or on 0844 826 7600
call or on 0844 826 7600 orbit:office-response.co.uk
testimonials
‘’Office Response has enabled us to answer more calls and enhance our
customer service levels without the need to employ additional staff ... We have
found the team extremely professional and would not hesitate to recommend their
services’’
‘’We employed the services of Office
Response and were amazed and slightly
concerned just how many calls we
were missing. The set up process was
simple and hassle free and I have
appreciated Office Response’s flexible
approach as we continually change and
develop this service to our clients’’
‘’Office Response has
responded quickly to changes
and handle our customer
queries in a courteous and
efficient manner. Based on
our experience we would be
happy to recommend them
to other organisations’’
what our clients are saying…
74.9%
12.1%
4.8%
2.6%
2.0%
1.5%
1.2%
0.6%
0.2%
0.1%
0% 10% 20% 30% 40% 50% 60% 70% 80%
1
2
3
4
5
6
7
8
9
10
% Qualified by hour from submission of an enquiry % Qualified
37%
4%
4%
3%
0%
6%
24%
23%
0% 5% 10% 15% 20% 25% 30% 35% 40%
0-1 Hrs
1-2 Hrs
2-4 Hrs
4-8 Hrs
8-12 Hrs
12-24 Hrs
> 24Hrs
No Reply
% Companies that respond in a given time followingsubmission of an enquiry % Companies
88.1%
8.3%
2.1%
0.8%
0.4%
0.2%
0.1%
0.0%
0.0%
0.0%
0% 20% 40% 60% 80% 100%
1
2
3
4
5
6
7
8
9
10
% Contact Rates by Hour From Submission of Enquiry % Contacted
5.1 companies that respond in a given time following submission of an enquiry
5.2 qualification rates by speed of response (hours)
5.3 contact rates by speed of response (hours)
1. HBR reported survey of
response times to submitted
web-forms for 2,241 businesses
2. 37% of web-forms received a
response within 60 minutes
3. 47% took longer than 24hrs or
received no reply at all
1. Survey based >12,000 sales
leads across a sample of
business types
2. The odds of contacting a lead if
called within 5 mins vs. 30 mins
are 100 times greater
3. The odds increase 21 fold
when attempting to enter the
lead into the sales process if
called within 5 compared to 30
minutes.
benchmarking
performance
webform response
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money matters
call or on 0844 826 7600 orbit:office-response.co.uk
cost savings Be available when your clients need you with coverage on Mon – Fri 8am -10pm and
Sat & Sun 9am- 5pm
Consumer hours coverage starts at little more than £4 a day
The service could pay for itself with just one new client every 4 months
No long term contracts – limiting your financial exposure
efficiency gains1. Resource available, when you aren’t
2. Activity peaks managed automatically without loss of any call
or: office response
key notes1. Award winning UK based call centre that has traded continuously for 12 years
2. Privately owned and managed
3. Call handling 24/7/365
services1. Consumer hours call handling (New enquiry capture, bookings etc.)
2. Call transfers
3. Business Continuity
4. Email / web form fulfilment
call or on 0844 826 7600 orbit:office-response.co.uk
orbit
key notes1. orbit is the business intelligence function within Office Response
2. Call profiles gathered over 12 years for over 6million calls in 1 minute intervals.
3. Primary focus is to deliver robust, actionable insight that improves business
performance.
services1. Client call audits to identify needs
2. Market sector benchmarking
3. Call centre capacity panning
4. Ad hoc analysis according to Client/Business need
call or on 0844 826 7600 orbit:office-response.co.uk