Client caseContinuing professional education · students nationwide

How we stopped losing one call in four

A voice AI agent on the front line 24/7: it answers every inbound call from any time zone, consults, qualifies and passes the lead to sales in 3 minutes instead of 87.

Project overview

Industry: Continuing professional education
CRM: Kommo
Task: Answering inbound calls 24/7
Tool: Voice AI agent for inbound calls
Time to launch: 14 days

missed calls (was 24%): 0%
from call to CRM lead (was 87 min): 3 min
sales conversion (was 42%): 58%
from brief to launch: 14 days

Context

Where it started

The company trains students across a country with 11 time zones, while its four-person sales team worked on head-office hours. When the workday started at head office, it was already 4 PM in the far east. When reps went home at 6 PM, it was 10 PM four time zones east: exactly when people sit down after work to choose a course.

The company gets more than 20 calls a day. One in four went unanswered: after hours, on weekends or when every rep was on the line. When someone did get to the lead, the callback came 87 minutes later on average. In an hour and a half a person can call two other schools.

Process

How the work went

Brief and knowledge base

We collected everything a rep tells a caller on the first call: programs, formats, timelines, completion certificates, terms for companies and individuals. That became the agent's knowledge base. Together with the sales team we defined what counts as a qualified call and when a lead goes to a person.

Call script

The agent follows a script but talks freely: it answers in its own words and does not read lines aloud. Its job is to consult and find out three things a rep needs to continue the sale:

01Which profession they want to train for
02Who is enrolling: an individual or a company employee (a contract with the employer)
03When they want to start

Kommo and phone system integration

The agent was connected to the client's phone system and to Kommo. Every call creates a deal, and the caller's answers land on the record automatically. Nobody copies anything by hand.

Handoff to the second line

A qualified lead reaches a rep with a filled-in record: who called, what they want, who pays, when they start. The rep does not re-ask and picks up where the agent left off.

Launch and support

14 days from brief to launch. After launch we review call transcripts and add answers to new questions to the knowledge base.

For the caller

What it looks like for the company's customer

01A person seven time zones east of head office calls at 9:30 PM local time. At head office it is 2:30 PM, and every rep is on the line.
02The agent picks up right away, explains the program and answers questions about timing and certificates.
03It asks which profession, who will pay and when they want to start.
04Three minutes after the call, the lead and the answers are in Kommo.
05A rep calls a person who is expecting the call and has already shared everything needed.

Result

After 3 months

Metric	Before	After
Missed call rate	24%	0%
Time from call to CRM lead	87 minutes	3 minutes
Sales conversion	42%	58%
Inbound coverage	76%	100%

Leads are processed 29 times faster.
Sales conversion is up 16 percentage points, a 38% increase.

A rep still closes the sale. What changed is what reaches them: every call, without exception, fast and with the details already collected.

Outcome

What the client got

of inbound calls answered at any hour: 100%
faster lead delivery to a rep: 29x
sales conversion: +16 pts

The main point

Four reps stopped standing guard by the phone and sorting out unqualified calls. Calls that used to get lost at night, on weekends and across time zones now reach a deal, and reps work only with people who have already said what they want to study.

Let's count how many calls you are losing

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