Raising qualified-case rate from 22% to 58% with IVR pre-screening
An intake firm handling mass tort claims was burning agent hours on callers who did not meet case criteria. Moving screening into the IVR, ahead of the transfer, more than doubled the qualified rate.
Results
What was actually broken
Intake agents were spending the first four minutes of every call establishing diagnosis, exposure dates, and jurisdiction — and disqualifying more than three-quarters of callers. Agent capacity, not media spend, had become the constraint on growth.
Client: A national mass tort intake firm
What changed, specifically
Listed in the order the changes were made. The sequence mattered as much as the changes.
What it moved
The qualified-case rate rose from 22% to 58%. Agents handled fewer calls but signed more cases, and the firm reallocated roughly 1,900 monthly agent hours from screening to signed-case follow-up.
“The screening tree did in ninety seconds what our agents were spending four minutes on. We did not need more agents; we needed to stop sending them the wrong calls.”
Run the same decomposition on your account
We will take a month of your call data and show you where it fails, before anyone talks about switching anything.