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

call or on 0844 826 7600 orbit:

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