How a National Telecom Provider Increased Conversions 31% and Cut CAC 28% with Perch
1. Blind to lead source performance
The company was spending across multiple lead sources without any visibility into which channels actually converted. Marketing budgets were allocated based on volume and cost per lead, not downstream sales outcomes. Leadership knew money was being wasted, but could not pinpoint where.
2. Slow speed to lead undermining conversion
First contact attempts averaged 56 minutes after lead submission. By then, prospects had moved on to competitors or lost interest entirely. The operations team suspected timing was a factor in their 6.8% conversion rate, but lacked the data to prove causality or measure improvement.
3. Inconsistent objection handling across the sales floor
Conversion rates varied significantly across agents, but coaching efforts were scattershot. Managers had no visibility into which objections were being raised, how agents were responding, or what behaviors separated top performers from the rest.
“We had dashboards everywhere, but no answers. Every question required a two-week deep dive, and by then the moment had passed.”
— VP of Sales Operations
1. Unified data in 30 days
Perch deployed and integrated Salesforce CRM data with the company’s CCaaS platform within 30 days. For the first time, the organization had a single source of truth connecting marketing spend to lead flow to contact execution to sales outcomes.
2. Lead source performance revealed
Perch’s journey model immediately surfaced that one lead source, which appeared cost-efficient on a CPL basis, was converting at less than half the rate of other channels. The data was clear: volume was high, but value was low. Within weeks, leadership reallocated budget to higher-performing sources.
3. Speed to lead diagnosis and improvement
Perch’s operational analysis pinpointed the 56-minute delay and correlated it directly with conversion loss. The platform identified specific intervals and agent groups where delays were concentrated. Armed with this insight, operations restructured lead routing and staffing to cut response time to 5 minutes.
4. The Perch Guide for automated coaching insights
Perch deployed its AI-powered Guide to analyze sales conversations and identify objection handling gaps. The Guide surfaced specific behaviors that top performers used and flagged inconsistencies across the floor. Managers received targeted coaching recommendations tied directly to conversion outcomes.
“Perch didn’t just show us the problem. It showed us exactly where to intervene and what would happen if we did. That changed everything.”
— Director of Contact Center Operations
Conversion rate climbed from 6.8% to 8.9%
By addressing speed to lead, eliminating underperforming sources, and improving objection handling, the company achieved a 31% improvement in overall conversion within one month of go-live.
CAC reduced by 28% in a single month
Eliminating the low-performing lead source and improving conversion efficiency drove a 28% reduction in customer acquisition cost, freeing budget for reinvestment in proven channels.
Coaching became targeted and measurable
The Perch Guide’s conversation analysis gave managers actionable coaching paths for the first time. Instead of generic training, supervisors focused on specific objection handling techniques tied directly to conversion lift.
“We stopped guessing. Perch gave us the confidence to make real decisions, fast. The ROI showed up in the first month.”
— Chief Revenue Officer
Key Insight
“Never one silver bullet.” Performance improvement came from multiple optimizations working together: better lead allocation, faster response times, and more effective conversations. Perch identified all three and enabled action on each.
About This Customer
This national telecom services provider operates a high-volume contact center supporting residential and business customers across the United States. The company processes thousands of leads monthly through a mix of inbound and outbound sales motions, with complex product offerings requiring consultative selling.
After deploying Perch, leadership noted that decision-making cycles compressed from weeks to days. Questions that previously required manual data pulls and analyst time were answered instantly through Perch’s unified platform and the AI-powered Perch Guide.
National Telecom Provider
Telecom Services
United States
$250M+ Revenue
30 Days
“Perch simplified decision-making dramatically. We stopped hunting through dashboards and started getting real answers.”
— VP of Sales Operations