From 20% to 70% Conversions. Fixing the Real Problem Behind Lead Gen

(Client name withheld for confidentiality.)

The Situation

This client approached us because they wanted more leads.
Like many businesses, they assumed the problem was marketing and that if they could generate enough enquiries, the sales would take care of themselves.

So we rebuilt their entire lead generation funnel:

• Fixed their social media campaigns

• Optimised their Google advertising

• Cleaned up the website experience

• Streamlined the signup journey

And it worked. Leads came through strong, steady, and well above KPI targets. But something still wasn’t adding up. Despite high-quality leads, the business was only converting 20% of them.

That’s when we knew: Lead generation wasn’t the issue — conversion was.

What We Found

The call centre was responsible for handling all inbound leads.
They were great people, polite, helpful, and excellent at customer service, but they weren’t trained in sales. And they didn’t know how to qualify, guide, or close a lead. That meant money was being left on the table every single day.

What We Did

We recommended a full, structured sales training programme tailored specifically for a customer-service-based call centre team.

The 3-Stage Training Approach

Stage 1: Foundations of Sales Psychology

We taught the team how leads think, what motivates people to buy, and how to create trust without pressure.

Stage 2: Practical Conversion Techniques

We covered:

• Asking the right questions

• Active listening

• Objection handling

• Guiding conversations with confidence

• Moving from “helping” to “converting”

• Recognising buying signals

• Next-step clarity

Stage 3: Real-world Practise & Coaching

We trained them together and individually, listened to calls, refined scripts, and coached each team member until the process felt natural.

The Results

The turnaround was huge.

Once the call centre team understood how to convert, not just serve, the numbers shifted dramatically. Conversion rate jumped from 20% to over 70%.

The impact across the business was obvious:

• More revenue

• More confidence

• Better customer experience

• Faster lead turnaround

• A stronger internal rhythm between marketing and sales

• A leadership team finally able to see the full power of an aligned funnel

The Bottom Line

Great lead generation means nothing if the team receiving the leads can’t convert.
Once we aligned the funnel and the team, the entire business shifted gears.