Case Study
Common Living
Common is a global leader in coliving and apartments for today’s renter with over 33,000 units globally.
Challenge
Common receives thousands of inbound calls weekly from potential renters seeking more information about coliving and rental options. Their service offering demands real-time engagement for success. However, many customers call during non-business hours – nights and weekends. They had trouble hiring and maintaining Sales Development Representatives (SDRs), especially finding support for peak hours. Hence, this created a substantial weekly backlog, where internal employees working standard shifts were consistently playing catch up. As a result, they looked externally to supplement their internal staff needs.
Goal
- 1,600 tours per month (average 2 tours per hour per representative)
- 45% of tours booked show up to the tour
- Increase answer rate of 1 in 9 inbound calls
- Decrease follow up time from an inbound call, which is 3 to 5 days
Solution
Common hired The Selling Factory to promptly hire, train, and implement staff for their high-call volume hours over their peak season. They needed thousands of calls made during nights and weekends to minimize lost opportunities and increase customer conversions. The Selling Factory’s fractional SDR model could support evening and weekend call volume. The Selling Factory offered Common a highly efficient approach to manage this large volume during the peak hours. Additionally, another asset that the TSF team provides is a similar population demographic that offers a more relatable experience for potential renters. Primarily, TSF started with 1 Full Time Equivalent (FTE) team (4 students). Then, the success of the campaign increased FTEs to 3 (12 students) in month 3 and 5 (20 students) in month 4.
Outline Project
Specifications
Identify Talented Students
Manage Team for Outcomes
Deploy Team on Inbound Calls
Results
- 1,600 tours per month (average 2 tours per hour per representative)
- 46% of tours booked show up to the tour
- Increased answer rate to accommodate answering every call
- Immediate follow up time for inbound tours
Testimonial
“The Selling Factory was fundamental for us to get through our peak seasons. We were challenged to fill, and maintain, our internal SDR roles which kept us from scaling as quickly as we wanted to. With TSF as a trusted partner, we can focus fully on growth. They quickly ramped up to handle inbound volume previously untouched. Beyond exceeding expectations, their talented students and seasoned leadership were transparent and collaborative at all times.”
Eric Rodriguez, Senior Vice President of Operations, Common
