Sales Dialer

How predictive dialer can increase your outbound sales calls by 3X

Selling is hard. It always has and it always will be. There is no buffer between a won and a lost deal. Your sales reps are constantly faced with competing tasks, all seemingly more urgent than the next. And when we are talking about productivity, mere human fingers can’t cut much of the time.

This creates a gap that can be only filled with a sales automation tool like predictive dialer. For a much faster, more reliable, and more efficient outbound calling solution, a predictive dialer is a good choice. If you are serious about the growth of your business, you have to break the mold of traditional outbound calling. And, this can only be achieved by putting a brain behind the outbound sales strategy- Predictive Dialer.

To determine why Predictive Dialer is the best choice for all your outbound calling woes, we’ll walk you through these points:

What creates the need for Predictive Dialer:

A sales rep, on average, makes 30-50 outbound calls(with proper research) on a daily basis [Source]. There are multiple instances where the time invested by the sales rep in calling is not justified. Also, there are multiple tasks that are repetitive and mundane:

  1. Deciding which prospect to call and then dialing numbers manually.
  2. Waiting for the prospect to pick up the call.
  3. Finding the sales script of the ongoing call.
  4. Remembering all the important key points and jotting down notes after the call.
  5. Finding notes of previous conversations with the contact.
  6. Recording and dropping voicemail.
  7. Adding selected leads to a new or child campaign.
  8. Wasting multiple hours each day logging calls and data entry.

These repetitive tasks decrease the productivity of the sales rep. Heavy outbound calling campaigns can take a toll on sales reps and all the energy will be wasted on these repetitive idle tasks. With Predictive Dialer, you can focus more on persuading the prospects instead of struggling with these less productive tasks.

That’s why smart businesses are moving towards sales automation tools like Predictive and Auto-Dialer. Automation is a must for the sales team as there are multiple levels involved in getting a lead converted into paid. It’s a must for organizations to look into the productivity of sales and find ways to make them more efficient.

So what is a predictive dialer?

Predictive Dialing campaign dial multiple numbers at once and only the answered calls are connected to the agent. It helps in filtering the calls which are not answered or which go to voicemail. Actions are sequential- new calls begin only after the previous call has ended.

You can also send saved voicemail replies to the calls that aren’t active but requests a voicemail. Plus, it is automated. You just need to record the voicemails before starting the campaign. In the live campaign, you can send the voicemail directly from the dialer with a click.

Recommended Read: What is a Predictive Dialer? (6 Benefits of Predictive Dialer)

How predictive dialer can increase sales team productivity:

1. Saves time in deciding which prospect to call and then dialing numbers manually.

Dialing manually costs 15-25 seconds per number. At first, this doesn’t seem to be a big number. Now consider the thousands of calls your team makes per week. Rest is simple maths.

The predictive dialer completely eliminates this manual repetitive work. It calls all the numbers from the campaign list and there is zero chance of error like dialing the wrong number which is a completely possible human error.

Your sales reps don’t have to decide which number to dial and in which pattern from the campaign list. The predictive dialer will only connect you with the answered and active calls. You can also drop the saved voicemail if you hit a call that is only receiving voicemails.

Predictive Dialer takes care of all such time-consuming events & ensures that your agents are spending their time only on conversions and winning sales. This way predictive dialer can save 1-2 hours on a daily basis, which can be effectively utilized for more conversions and closures.

2. Automatically log calls and save notes while the sales rep is on the call.

You have just jumped off a call from a high-value prospect. Just before completing all the follow-up work after the calls: writing notes, moving the deal to the next pipeline, and others. You got an inbound call! You start to check the contact details of the caller. But due to manual search, you will not get to see all the details of the caller. What’s worse, you have to do it all before the call ends.

At this point, it’s pretty obvious that you might have forgotten some key points discussed with the first lead. And the second call is lost.

Sounds familiar right?

This situation can be tackled with robust features like creating and saving notes while you are on the call.  Moreover, after the call ends, you can rate the call and set the disposition code. Hence, you can get on the next call in no time

Q: What’s disposition code and how it can help me with managing outbound calling?

Ans: After the call ends, you can tag the contact with the call outcomes or the ‘disposition code.’ These disposition codes can be anything like ‘interested, follow up’ and so on.

Bonus: With JustCall, you can create a new campaign and workflows based on the disposition codes you have set for the leads. Disposition codes work as tags and you can segregate contacts based on your disposition code

The best part- all your notes, call summary, and disposition codes will be saved in your respective CRM.

3. Increase agent talk time and more meaningful conversations

One of the key benefits of a predictive dialer is the many folds increase in agent talk time as compared to a manual dialing scenario. With minimized idle time and improved call connect ratio, agents spend more time talking to prospects and current customers on call.

In the case of inbound calls, screen pops filled with CRM data automatically provide context for every call. For getting information regarding the inbound caller, JustCall has a profile badge. With a profile badge, you can directly go to the contact profile in the CRM and see all details and previous conversations.

So with a predictive dialer, you don’t have to compromise quality with quantity. This makes sure that while managing the outbound campaign, all the incoming calls are also handled with utmost care.

4. Call monitoring, reporting, and analytics

Sales managers have to constantly keep an eye on the performance of their reps. But on a heavy outbound calling campaign, it’s pretty difficult to monitor the activities of the sales reps. The predictive Dialer dashboard comes in handy in this situation.

It’s really easy to measure the performance of campaigns and agents by using Predictive Dialer’s comprehensive analytics dashboard and reporting options. On the dashboard you can track multiple metrics: total dialed calls, average call duration, total call duration, and others. These easy-to-understand metrics assist sales managers to analyze the performance of the sales reps.

JustCall dashboard also gives the option to monitor the ongoing call. This includes call monitoring (simply listen to the active call), call whispering (speak to your agent, only the sales agent will hear the voice and not the lead) and call barging (join the call).

This helps businesses to understand how successful is the current process along with the team performance. Removing bottlenecks and training sales reps for much more effective communication can be the silver bullet for more conversions and sales.

5. No more human error

Accurate and thorough notes can be an effective weapon in your sales rep’s arsenal. These notes can be referred to for future reference and evaluation.

But if your sales reps are spending much of the time in manual data entry, missing out on important key points and inaccuracies are bound to happen. Inaccurate information simply means a bad follow-up call and a lost deal. Also, the time spent on manual entries is the time away from valuable sales deals.

With the note-taking feature in the predictive dialer, you will never miss any important points discussed with the prospect. Moreover, all these notes will be saved in your respective CRM. Like this, you can have a meaningful conversation with the prospects and a better chance of a conversion.

Features of Predictive Dialer:

Predictive Dialer comes loaded with all the important features that will help you scale your outbound call campaigns & increase your sales exponentially. Some of the useful Predictive Dialer features:

1) Predictive Dialing

Upload a list of contacts that you want to call and start the campaign. Predictive Dialer will start dialing multiple numbers at an instant and connect you with the one who picks the call.

2) Contact List Management

Upload or copy-paste the contact list to start the Predictive Dialer campaign. You can also run a new campaign by selecting contacts in bulk from the available lists.

3) Voicemail Drop

While making calls to your prospects, if you encounter a voicemail box, you can easily drop a pre-recorded voicemail message. This saves a lot of time and energy for your sales reps.

4) Sales Pitch Script

Within the Dialer area, you can open your sales pitch scripts that need to be read out during the phone calls. This ensures that you don’t miss out on any important key points.

5) Call Notes

While on a phone call, your agents can take notes directly from the dialer area using the call notes feature. These notes will also be stored in your CRM against the contacts.

6) Disposition Codes & Rating

After every call, agents can select a disposition code (call outcome) and rate the call on a scale of 1 to 5. While creating a campaign, you can set your success goal (in terms of these ratings) and easily track the success of your campaign. Moreover, disposition codes can be used to build further campaigns and segregate the leads.

7) Incoming Call Routing

Although, Predictive Dialer is used for outbound calls only, what if the prospect calls you back? Well, we have that also covered. You can easily configure your incoming calls settings and set a phone number to route these incoming calls.

8) Analytics & Reporting

In Predictive Dialer, you get access to detailed analytics around your call campaigns. Managers can use these reports and metrics to keep an eye on the performance of the sales reps. You can also download these reports for future reference.

9) Customer Number Privacy

Some businesses don’t want their agents or 3rd party calling services provider company to have access to the phone numbers of their current/prospective customers. In JustCall Predictive Dialer, you get the option to hide customer phone numbers from the agents.

10) Cool-Off Timer

After every phone call, Predictive Dialer software will allow the agent some pre-defined time break/cool-off time before dialing the next number. Cool-Off time is set to allow the agent to take notes or prepare for the next call.

11) Contact Tagging

To make it easier for you to track your campaigns better, you get an option to tag your contacts. You can easily use these tags to filter your contacts, generate filtered reports or even create new campaigns for certain specific contacts.

12) Call Recordings

Every phone call made via Predictive Dialer gets recorded. So, as a manager or admin, you can always go back to previous calls and refer call recordings. If you don’t want to record phone calls, you get an option to switch off the call recordings.

The power of Workflow automation in your outbound sales process:

After the first outbound campaign, you got to follow up with the prospects for higher returns. For this, either you have to remember all the positive leads or manually manage a different sheet for them. This is again a pretty cumbersome task.

Workflows supercharge the follow-up process as it creates a new campaign for all the contacts that match the filter’s set in the corresponding workflow. These filters are determined on the basis of the disposition code or the outcome you have typed after the call ends. This way, you can start a new campaign for interested or qualified leads.

Benefits of  Predictive Dialer workflow automation:

  • Consistency: Create follow-up campaigns without missing any of the interesting leads. With disposition codes, it’s pretty easy to isolate the contacts based on behavior and interest level. This removes the hassle of creating a manual list and adding individual contacts separately.
  • Accuracy: All the calls and notes of the earlier conversation with the prospect will be logged against the contact in the CRM. Hence, you will be equipped with the exact solution your prospect is looking for and this enhances the chance of conversion in the follow-up calls.

How to find the best predictive dialer software?

To find the best predictive dialer software, you should consider the following factors:

1) Functionality

It’s important to consider the features when choosing a predictive dialer. Some key features to look for include:

  • Automatic call distribution: This feature allows calls to be automatically routed to the next available agent, helping to ensure that calls are answered promptly and efficiently.
  • Real-time call monitoring: This allows supervisors to monitor calls in progress and intervene if necessary, helping to improve the quality of customer interactions.
  • Call recording: This feature allows calls to be recorded for training or compliance purposes, or for review by supervisors.
  • Predictive dialing: This is the primary function of a predictive dialer, and allows the dialer to automatically call multiple numbers in a list, connecting the call to an available agent when someone answers.
  • Call analytics: Some predictive dialers offer analytics and reporting tools that allow you to track key metrics such as call volume, call duration, and agent performance.
  • Customization: Look for a dialer that allows you to customize the settings and features to suit your specific business needs.

2) Usability

A dialer that is easy to use will help ensure that agents can focus on their interactions with customers, rather than struggling with complicated controls or interfaces.

A user-friendly interface with intuitive controls will make it easier for agents to navigate the dialer and access the features they need.

In addition, a dialer that is easy to use for supervisors will help them monitor and manage the call center more efficiently, allowing them to intervene if necessary and track performance metrics. Overall, a dialer that is easy to use will help improve productivity and efficiency in the call center.

3) Integration with CRM

CRM software is a tool that helps businesses manage customer interactions and data throughout the customer lifecycle.

By integrating your predictive dialer with your CRM system, you can manage customer data and track interactions in one place, allowing you to have a complete view of each customer’s history with your company.

This can be helpful for agents when interacting with customers, as they can see the customer’s past interactions and any notes or information that have been added to their records.

Integration with CRM can also allow you to track key performance metrics and analyze customer data to improve your business operations.

4) Flexibility

As your business grows and changes, you may need to add more agents or handle more calls.

A dialer that is flexible and scalable can accommodate these changes and help ensure that your call center can continue to operate efficiently.

Look for a dialer that allows you to easily add more agents or lines as needed, and that can handle a high volume of calls without experiencing delays or issues.

5) Cost

There is a wide range of predictive dialers on the market, and the prices can vary significantly. It’s important to choose a dialer that fits within your budget, while still offering the features and functionality you need.

Some dialers may offer a one-time purchase price, while others may charge a monthly or annual subscription fee.

Consider the total cost of ownership, including any setup fees, training costs, or ongoing maintenance costs.

It may also be helpful to compare pricing options from multiple vendors to ensure you are getting the best deal.

6) Customer support

Good customer support can be critical if you encounter any issues or have questions about the dialer.

Look for a vendor that offers multiple channels for customer support, such as phone, email, or live chat, so you can get help quickly and easily.

Consider the hours of operation for customer support, as well as the response times. It can be helpful to read reviews from other users to get an idea of the level of customer support offered by the vendor.

Also, look for a vendor that offers training and resources to help you get the most out of the dialer and ensure that your call center is operating efficiently.

7) Reputation

A dialer with a good reputation is likely to be reliable and effective, while a dialer with a poor reputation may have issues or be prone to problems.

One way to assess the reputation of a dialer is to read reviews from other users, which can give you an idea of the experience of others who have used the dialer.

You can also research the vendor to see if they have a good reputation in the industry, and look for any awards or accolades they have received.

As an added step., ask for references or case studies from the vendor to see how the dialer has been used by other businesses.

Conclusion: Predictive Dialer is the right choice for outbound sales call automation

Sales is a roller coaster ride of emotions and success. A business should always look for ways to enhance the productivity of sales reps as it is directly related to the revenue and growth of the business. With a sales automation tool like Predictive Dialer, your sales reps can work more efficiently and with a better conversion rate.

Manual work like data entry, call logging, dialing numbers, creating notes after the calls kill time that can be otherwise utilized for persuading leads and understanding their requirements. With a predictive dialer doing all the lifting, your sales reps can effectively utilize their time for conversions and handling more calls than before.

A predictive dialer turbocharges your sales team to blow past their quota.

Sign up right now and know how you can transform your sales cycle and unleash your team’s potential with predictive dialer.

Frequently asked questions about predictive dialers

What is the purpose of a predictive dialer?

The purpose of a predictive dialer is to increase the efficiency and productivity of the call center by automating the dialing process and only connecting calls to agents when a live person answers the phone.

How do predictive dialers work?

Predictive dialers use algorithms to predict when a call center agent will be ready to take a call, then automatically dial a list of phone numbers.

If a live person answers the call, the dialer connects them to an available agent.

If the call is answered by an answering machine or voicemail, the dialer hangs up or leaves a pre-recorded voicemail and moves on to the next number. The dialer can also be set up to handle busy signals, no answers, and other call outcomes. The goal is to increase the number of live calls that agents handle and minimize their wait time between calls.

How to use predictive dialer?

To use a predictive dialer, provide it with a list of phone numbers and a script or script template for the call. The dialer will then automatically call the numbers on the list and connect live answers to available agents, who will use the provided script or template to conduct the call.

The dialer can also be configured to handle busy signals, no answers, and other call dispositions.

 

What is the difference between a predictive dialer and an autodialer?

Predictive dialing software anticipates when an agent will be ready to take a new call by calculating their current call duration and availability. It places a call a few seconds before the agent finishes their current call.

On the other hand, an autodialer contacts a predetermined number of people from the list and connects answered calls to an available representative.

What is the difference between predictive and progressive dialer?

Predictive dialers prioritize the volume of calls made and connect answered calls to available agents. Progressive dialers prioritize the quality of the call and the customer experience.

This means that they may wait longer before connecting a call to an agent, in order to ensure that the agent is fully prepared and able to have more contextual conversations.

How to choose the right dialer software for your sales team?

To select the most suitable dialer software for your sales team, you should consider the following:

  • Whether the software is compatible with your current customer relationship management (CRM) system and phone system
  • Whether it has useful features such as automatic dialing, call recording, and lead prioritization
  • Whether it is user-friendly for your team
  • The cost of the software, as well as any additional fees for integrations or training
  • The level of customer support and training provided by the vendor

With a foundational role at Saas Labs, Anand has been a key player in establishing the Product Management function and spearheading the launch of our Conversation Intelligence solution. His expertise in AI innovation guides both the strategic direction of the products and a team committed to excellence.

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