Automation

Automated Calling System: Everything You Need to Know

A transactional call usually lasts four to eight minutes, depending on the industry or size of your business. As such, an agent can make approximately six calls per hour, which means that an eight-hour shift could land 48 calls — if most things go smoothly, of course.

However, many businesses need to make tens of thousands of calls every day to meet various objectives. So, at this rate, your call center would be heavily dependent on a large number of agents to scale as needed!

Not to mention, you would have to onboard, train, upskill, and retain talent, which can get expensive in high volumes! At the same time, a heavy workload and imminent employee dissatisfaction can jeopardize business continuity.

Fortunately, many of these woes can be addressed with an automated calling system.

How? Here’s a detailed look. But let’s start with the basics.

What is an automated call?

An automated call is essentially a phone call made by a computer system instead of a human. These calls use automated voice messages, relying on pre-recorded content or text-to-speech technology for interaction with individuals on the line.

You’ve probably encountered these when receiving reminders for appointments, notifications from service providers, or during telemarketing campaigns.

So, why are these automated calls becoming a big deal for businesses? Well, they can seriously streamline operations and boost efficiency.

Business benefits of automated phone calls

  • Time-saving: Sending automated calls helps you quickly reach lots of people, freeing up time for other important tasks.
  • Cost reduction: Of course, an automated call system isn’t free, but it’s way cheaper than employing dozens of call center agents.
  • Improved customer service: An automated phone call can keep customers in the loop and reduce missed appointments or late payments.
  • Increased reach: Automated calling can contact thousands at once, helping to spread messages, conduct surveys, or make announcements more widely. This feature of the automated call system expands a business’s ability to communicate on a large scale.
  • 24/7 availability: These systems work all the time, so your business can reach customers whenever, perfect for different time zones or after-hours service. The automated call feature ensures that there is no downtime in customer engagement.
  • Volume handling: An automated call system can manage many conversations at once, much more than human agents, using a pre-recorded voice message or messages to make more outbound calls than your team could handle on their own.
  • Enhanced data collection and analysis: Built-in analytics in these systems help track call success, gather feedback, and study communication trends for smarter business decisions.
  • Scalability: They can adjust to business growth, increasing or decreasing call activity as needed, demonstrating the flexibility of automated call systems.
  • Consistent messaging: An automated call delivers the same message every time, keeping your business’s image consistent and professional.

What are automated calling systems?

Sales Dialer Software

An automated calling system is a piece of cloud-based software that makes phone calls for you. It’s like having a robot that can dial numbers and talk to people using pre-recorded messages or computer-generated speech.

Think of it as a super helper that can manage big or small call tasks easily. Whether you need to reach out to many people at once or just a few, this system can do it automatically. It’s great for any business that wants to save time and effort on calling people for things like marketing, customer service, or setting up appointments.

How does an automated phone system work?

  1. Message creation: The first step is to create the message that will be delivered during the call. This can be a pre-recorded audio file or a script that will be converted into speech through text-to-speech technology.
  2. List uploading: Businesses upload a list of phone numbers they want to call. These lists are often segmented based on customer demographics, past interactions, or the purpose of the call campaign.
  3. Scheduling and dialing: The system then schedules and starts dialing the numbers on the list at the predetermined time. Advanced systems can even analyze the best times to call to increase the chances of the call being answered.
  4. Interaction and response handling: During the call, recipients can interact through voice commands or keypad inputs. The system can be set up to route calls to live agents if the recipient needs to speak with a person, or it can record responses for later analysis.
  5. Analytics and reporting: After the calls are made, the system provides reports on the campaign’s success, including details like the number of calls answered, the duration of interactions, and any recipient responses.

These automated calling systems are highly customizable, allowing businesses to tailor their call campaigns to meet specific goals, such as customer outreach, marketing, reminders for appointments, and feedback collection. By leveraging this technology, companies can achieve efficient and effective communication at scale, enhancing their customer engagement and operational efficiency.

Automated call systems vs Auto dialing systems

Automated call systems (or automated phone systems) and auto dialing systems, while sometimes confused, actually refer to two different technologies in the world of telecommunication.

An ACS automates phone calls, handling them without needing a person. This includes features like voice menus (“Press 1 for Sales, Press 2 for Support”), directing calls, and providing information with things like voicemail. It’s all about managing incoming calls well.

Auto dialing systems, though, are for making lots of outgoing calls, like in telemarketing or surveys. They dial numbers automatically from a list and can connect a person to the call when it’s answered. They can even play messages or interact using voice responses. The main aim is to make things more efficient by cutting down the wait time for calls to go through.

Main features of automated phone systems

Automated calling system

Some key features of an automatic phone dialer include:

  • Configurable caller ID: Customize caller IDs to display local numbers through local presence dialing, increasing the likelihood of call acceptance by recipients.
  • Automatic phone dialer: Initiates calls to a contact list, connecting the call to an agent after it connects, and facilitates bulk voice message broadcasting to deliver pre-recorded messages to a large audience simultaneously.
  • Personalized greetings: Welcome callers with custom messages and utilize Text to Speech (TTS) technology to convert written text into spoken language, enhancing message delivery.
  • Voicemail drop: Automatically leaves a pre-recorded message when reaching a recipient’s voicemail, ensuring message delivery even if unanswered.
  • Call scheduling: Enables setting specific dates and times for calls or messages, optimizing campaign timing across different time zones.
  • Incoming call routing: Algorithmically directs inbound calls to the appropriate department or agent, with options for skills-based or time-based routing.
  • Call disposition and CRM integration: Captures call outcomes and integrates with CRM systems for efficient data management and workflow automation.
  • Feedback and ratings: Engages customers to provide feedback through scale-based ratings, enhancing service quality.
  • Reporting and analytics: Offers insights into campaign effectiveness with metrics like call response rates and message delivery success.
  • Bulk text messaging: Sends customizable text messages to large groups, supporting mass notifications and proactive sales outreach.
  • Do-not-call list management: Ensures regulatory compliance by excluding contacts from calling lists as per legal requirements.
  • Transfer to agents: Connects recipients with live agents when needed, improving call resolution and customer experience.
  • Interactive voice response (IVR): Provides self-service options and efficient routing to the most suitable agents, streamlining inbound call management.

 

What are automated calls used for?

An automated phone call can be useful in many industries, from healthcare and finance to retail and education. Remember the last time your insurance was about to expire? You might’ve received an automated call reminding you to renew.

And yes, some people find these calls annoying, but that’s usually only if they’re not executed properly. So, how do you make an automated call the right way? We’ll talk about that in a moment, but first, let’s talk about the specific situations where an automated calling system might be just what you need.

Use cases for automated voice messages & calls

Using automated outbound calls effectively means ensuring they are timely, relevant, and add value to the recipient. By considering the preferences and needs of your audience, you can turn what some might consider an annoyance into a valuable and appreciated service.

Appointment reminders

Automated calls are a lifesaver for reminding patients or clients about upcoming appointments. This not only helps in reducing no-shows but also ensures better planning and service provision in industries like healthcare and beauty services.

Customer surveys and feedback

Gathering insights directly after a service or product experience can significantly improve the quality of offerings. Automated calls to customers efficiently collect feedback, allowing businesses to quickly act on customer insights.

Marketing campaigns

Promotional messages about sales, new products, or events can be spread far and wide through automated calls. They offer a direct line to potential customers, enhancing the reach and impact of marketing efforts.

Emergency alerts

In situations where immediate attention is required, automated calls can disseminate critical information swiftly to large numbers of people, be it for natural disaster warnings, safety alerts, or urgent community notices.

Payment reminders

Finance and utility companies often use automated calls to remind customers of upcoming payments, helping manage cash flow and reduce the incidence of late payments.

Informational broadcasts

Schools and community organizations can send automated calls giving timely and relevant updates to parents, members, or residents, keeping everyone informed of important developments.

Customer support follow-up

Following up on a service interaction to ensure customer satisfaction can build trust and loyalty. Automated calls can efficiently perform this task, enhancing the customer experience.

Political campaigns

Automated calls can play a crucial role in mobilizing support during election periods, allowing political campaigns to reach out to constituents with their messages and updates.

Order confirmations and updates

For e-commerce businesses, communicating with customers about their order status or any changes can be easily managed through automated calls, enhancing the buying experience.

Subscription renewals

Reminding customers about subscription renewals and offers can boost retention rates. Automated calls make these communications straightforward and effective.

How to make automated calls the right way

Using automated phone calls can be a powerful tool for businesses to communicate effectively with their customers.

However, it’s crucial to know how to use automated phone calls in a way that improves the customer experience rather than detracts from it. Automated calls, when done right, can provide timely information, streamline customer interactions, and improve overall service efficiency.

1. Strike a balance between automation and personal touch

Don’t over automate, people like talking to people. While automation offers speed and convenience, it should never make the recipient feel like they’re just another number in your database.

Integrating a human-like element, such as a friendly tone of voice or a personalized message, can make the interaction more engaging and less intrusive.

2. Keep it short and sweet

People appreciate brevity. Make sure your automated call message is concise and to the point, delivering the necessary information without unnecessary fluff.

Start with the most important information. Let the recipient know who is calling and why, right at the beginning of the message, to immediately clarify the call’s purpose.

3. Offer clear value

Make sure the call offers something valuable to the recipient, whether it’s important information they need, a reminder that saves them time, or an offer that benefits them. Use clear and simple language in your message. Avoid jargon or complex terms that might confuse the listener.

4. Personalize when possible

Personalization can make a big difference. Use the recipient’s name and tailor the message to their specific needs or history with your company, making the call feel more relevant and less like a mass broadcast.

5. Choose the right time

Timing is crucial. Make calls at a reasonable hour when the recipient is likely to be free and more receptive, typically mid-morning or mid-afternoon.

6. Respect privacy and regulations

Adhere to legal standards and respect privacy by providing an easy opt-out mechanism for those who no longer wish to receive calls. Always comply with telecommunications and privacy laws, including the do-not-call registry, and obtain consent where required.

7. Test and optimize

Test different versions of your message for clarity, engagement, and effectiveness. Use feedback to optimize and improve future calls.

8. Follow up if necessary

If your call is part of a larger process (like customer service), ensure there’s a clear and easy way for the recipient to take the next step, whether that’s speaking to a human agent or taking action online.

What to avoid when using automated call systems?

  1. Failing to provide value: Automated calls should have a clear purpose and benefit to the recipient. Otherwise, they will be seen as unwanted and intruding. Avoid making calls that do not offer significant value or information, as they can be perceived as intrusive or spammy.
  2. Lack of integration: Automated calling systems should be well-integrated with other business systems like customer relationship management (CRM) and analytics platforms. Isolation can lead to disjointed customer experiences and missed insights.
  3. Neglecting customer experience: Ensuring a positive customer experience should be a priority. Automated calls that are too frequent, lengthy, or poorly timed can negatively impact customer perception and engagement.
  4. Overlooking ethical considerations: It’s crucial to consider the ethical implications of automated calls, especially in terms of privacy, consent, and transparency. Misusing these systems can lead to trust erosion and even legal repercussions.
  5. Underestimating brand impact: Automated calls to customers are a direct line of communication and can significantly impact your brand image. Poorly executed calls can lead to a negative brand perception.
  6. Ignoring feedback loops: Without mechanisms for capturing and acting on customer feedback related to automated calls, businesses miss out on opportunities to improve and refine their communication strategies.
  7. Inadequate training and support: Even if calls are automated, staff should be well-trained to handle follow-ups or inquiries effectively and provide a seamless experience for the customer.

How to choose the right automated phone calling software?

Choosing the right automated calling system can get tricky. You need something that is reliable and versatile but still affordable.

Firstly, automated phone systems should be versatile enough to manage both incoming calls and outgoing calls effectively. For outgoing calls, capabilities like mass calling and automated voice message systems are essential for reaching out to a large number of customers simultaneously.

On the other hand, for incoming calls, automatic call distribution plays a vital role in routing calls to the appropriate department or agent, enhancing the customer experience and reducing wait times. A good voicemail system is also key for managing after-hours calls or when live agents are unavailable, ensuring that no customer query goes unanswered.

Automated calling services are not limited to voice communication; they often include automated text messages functionality. Sending messages is particularly useful for sending out quick updates, reminders, or promotional content directly to customers’ mobile phones.

In summary, when choosing an automated calling service, it’s important to ensure it encompasses key functions like:

  • automated phone systems
  • an automated voice message system for outbound calls
  • phone numbers management
  • text message capabilities and automated text messages
  • incoming calls handling
  • a voicemail system

These capabilities combined make for a powerful tool that can support your business’s communication needs and help maintain a high level of customer service and satisfaction.

So what should you choose? JustCall’s Sales Dialer is one of the most popular choices for sales teams. It comes packed with three types of dialers: Auto dialer, Predictive Dialer, and Dynamic Dialer. Give it a try and sign up now.

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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