Dialers & Dialer Technology
If you’re looking for helpful information about dialers & dialer technology, we’ve assembled a collection of our best articles. From click-to-call through predictive dialing, we have it covered!
"This call may be monitored or recorded for quality assurance purposes." Many people dread hearing this phrase in their personal lives, but it exists for good reasons. As a consumer, it's for our protection. As a call center operator, it's not only for our protection, but it also creates a framework for improving the performance of call center agents. To help you with your call center performance, we've assembled a few best practices for call recording in call centers.
As the calendar turns, it's a good time of year to review your numbers. Do more of what works and less of what doesn't. That's how your business can really benefit from tracking metrics. As Stijn Debrouwere once said, "Metrics are for doing, not for staring. Never measure just because you can. Measure to learn. Measure to fix." With that mindset, you can then build your plan and choose the right sales metrics. Unfortunately, you can encounter basic problems before you even set up your first sales dashboard. Even if you've started tracking results, your foundation may be cracked. Problem #1: Not Tracking Any (or Not Enough) Sales Metrics Some business owners or sales managers haven't subscribed to the metrics revolution. They either rely on anecdotal evidence, gut instinct or traditional sales figures. The problem here is that without suitable sales metrics, you may be missing key opportunities or squandering time on the wrong ones. Problem #2: Not Reviewing the Sales Metrics Tracked "I'm too busy..." Yes, we're all inundated with far too many channels to monitor and manage. But it does little good to track performance and then not review it. With out-of-sight-and-out-of-mind, you may as well not measure. Problem #3: Tracking Vanity Metrics Vanity metrics are typically statistics that sound good or look good on paper, but don’t reflect things important to business success. You can't spend a LIKE, but you can take REVENUE to the bank. "We had 2,000 people visit our booth at the big industry conference" sounds like it could be a good thing, until you find out those were mostly college kids looking for summer jobs or random people entering your sweepstakes to win a new iPad. Problem #4: Valuing Volume over Value Which is better, making 200 calls a day or closing 2 [...]
In the market for a new SaaS dialer or CRM solution? Frustrated by the evaluation process when comparing dialer & CRM solutions? You’re not alone. Selecting a SaaS product can be confusing, but we’re here to make things easier. When evaluating SaaS solutions, here are 10 questions questions you should ask each prospective dialer and CRM vendor. 1. What do your customers consider your best features? Your weakest? 2. How long does a typical implementation project take (to get a new customer fully online)? 3. What software integrations do you already support? How difficult is it to add a new one? 4. What is the uptime guarantee in your service agreement? What happens if you have problems? 5. Are there any additional costs we should anticipate over time (aside from subscription fees)? 6. How do we report issues and how do you manage them? 7. Can you describe your security framework? 8. Can you provide two references from my industry? 9. What are the term and termination provisions of your standard service agreement? 10. What major enhancements do you have planned for the next year? The Fastest All-in-One Dialer, CRM & Marketing Automation Platform Want to see how we respond to these questions? Ask Us!
Strategies for Creating Status Codes in Your CRM or Dialer Hello, my name is Beau Bratton. I’m the founder and general manager of Speed to Contact in Torrance, California. Our website is speedtocontact.com. We’re the makers of Ricochet, the fastest dialer, CRM and marketing automation platform on the market today. Today's subject will be about strategies for creating statuses in your CRM or dialer. Maybe you're thinking about switching over to a new CRM or dialer and you want to how to start. Or maybe you're looking to retool what you already have. There are really just two main strategies to think about when making that decision. Number one is creating more status codes. What are the advantages of creating a wide variety of statuses? And, on the opposite end of the spectrum, number two, what are the advantages of creating fewer statuses? Let’s dive in... The Pro’s and Con’s of Creating More Status Codes in Your CRM or Dialer We're going start with “creating more statuses”. One of the pros to having many status codes in your CRM or dialer is that it's great for hyper-targeted marketing. Why is that so? If you have a status of “just contacted” versus a status of “contacted and scheduled meeting”, you know that a consumer is already scheduled for a meeting with you. So then you can trigger an automated email when you disposition or status that record in your system. You could either send out a message that is very basic, knowing that they contacted them, or send out a message that's more targeted, knowing that you contacted them and you've already scheduled a meeting. For marketing purposes, having more descriptive status codes in your CRM or dialer is advantageous. It's also great for the sales reps because when [...]
A predictive dialer is a software or hardware system that creates a highly efficient way to make phone calls. Telemarketing and sales call centers often use predictive dialers. A dialer uses a list of telephone numbers to automatically place calls for the agent. The goal of a predictive dialer system is to make as many successful calls as possible over time, automatically moving through the list of telephone numbers as calls complete. What Are the Advantages of a Predictive Dialer? A predictive dialer system uses statistics and formulas to adjust dialing rates, speeding up and slowing down based on factors like number of available agents and lines, average call time and other applicable data. It creates efficiency because it only connects an agent to a call that is answered by a person. As a result, agents avoid busy signals, unanswered calls, voice mail, answering machines, FAX machines or disconnected numbers. Another efficiency is that the dialer can initiate the call before the last call is even complete, so the time spent dialing actually overlaps the previous call. This approach mitigates idle time for agents. In addition, sales staff can reschedule unsuccessful calls automatically to ensure another future call. CRMs with a Predictive Dialer The dialer often integrates with a customer relationship management (CRM) system so that the marketer or sales agent can view and add information about the contact. The system can prompt available agents with scripts or provide easy tools to engage customers on the line. In the United States, a predictive dialer should comply with state and federal regulations. The Fastest All-in-One Dialer, CRM & Marketing Automation Platform Schedule a Free Demo
NEW RICOCHET FEATURES AND UPDATES! Our team has been hard at work building exciting new features and working countless hours to ensure greater system stability and highest performance possible. We're excited how things have turned out and we want to share some of the latest enhancements that are now available to you. If you would like to get a demonstration or activate new services, please give us a call us at 866-678-1288. SYSTEM RELIABILITY In July of last year we stated our goal to attain a 99.9% uptime. We are pleased to report that we have done just that. Ricochet has been stable and solid for over 99.9% of the time over the last 9 months, and we continually add redundancy to improve our infrastructure. SPEED, SPEED, & MORE SPEED The Ricochet development team has built a brand new system for processing leads that is faster than ever before. We are now in the process of migrating all lead providers over to this new service and we hope to have the transition complete in the next 60 days or less so all clients can benefit from this drastic increase in speed. It is our constant focus to insure our clients are the first ones on the phone with new leads and we are always looking for new ways to improve this. MOST RECENT FEATURES 1. Scripting Build your entire sales workflow for new hires or provide news updates or daily bullet points for your sales teams to access in the Ricochet Pop-up for every call. Learn More About Call Center Scripting 2. Email Marketing Automation Create automated email messages triggered off of status changes or new leads so you can start generating more interest and increase your conversions today. 3. Lead Management Enhancement Coming out in the next 48 hours [...]
Predictive Dialer Rules: Abandonment Rate – Concurrent Call Ratio – Recording – TCPA – FTC Regulations
It is important that you understand what the predictive dialer rules are to prevent any legal action being taken and for running optimal campaigns. You also want to make sure you check with an attorney about the rules and legalities of your state and industry. We are going to provide an overview on predictive dialer rules for abandonment rates, concurrent call ratios, call recording, TCPA regulations, and the FTC’s (Federal Trade Commission) telemarketing hours and state calling regulations. Predictive Dialer Abandonment Rate Rules in Management This is probably the most critical thing that you need to watch out for when you are running a predictive dialer. You are not allowed to go over three percent on your abandonment rate for each individual campaign over a 30-day period, from the beginning of the campaign until 30 days later. After thirty days it resets and then you are measured for another 30-day time period. You are able to go over the 3% for a day or even for a week, but by the end of that period you need to bring your abandonment rate down to three percent or less. Some systems allow a cell center manager to control this in order to stay at or under a 3% abandonment rate by changing the concurrent call ratios on the fly or through changing the number of agents available. The concurrent call ratio is the number of calls that the predictive dialer will make per agent. This means that if it is set on a three-to-one ratio and there are ten agents, the dialer will make 30 phone calls at a time as long as they are all in dialing mode. Management could also set the concurrent call ratio a five to one, or seven to one, or sometimes even higher call ratio depending on the number of agents or dialer capabilities. [...]
Hosted predictive dialer systems work by looking at how many agents you have logged in, making a certain amount of phone calls, patching consumers when they pick up the phone to available agents, and predicting how many agents will be available using a simple algorithm. We'll describe the different variables of hosted predictive dialer systems and how they are used.
When selecting between sales dialers for your business or call center, you have a few different options. There are three main types of dialers, which each have strengths and weaknesses. We outline these three types of sales dialers for contacting leads and provide details regarding how each one may be best suited for your business or call center.
The New Telephone Consumer Protection Act (TCPA) (THIS IS NOT MEANT TO BE LEGAL ADVICE) As technology innovations for your telephone and website continue to emerge, these new technologies such as "click to call" are enabling business owners to quickly implement these tools around the globe. While the race is on to secure this competitive advantage, a small handful of companies have been taking advantage of their improved databases of potential customer contact information. This situation has led to updates being implemented in the Telephone Consumer Protection Act of 1991 (TCPA). Understanding how TCPA affects your business is mission-critical. In this special report, we'll explain the key highlights of the legislation changes and what they mean for your business. Let’s start by quickly understanding what the TCPA is. Understanding the TCPA and Why You Should Take it Seriously The TCPA was originally passed as an amendment to the Communications Act of 1934. In principle, it’s designed to restrict telemarketing companies contacting people without permission. If you slipped up and found yourself the subject of a legal case, a lawyer could press statutory damages of up to $1,500 against your company if it was proved there was any willful or knowing violations. The problem is, modern telecom systems can be incredibly complex and, mixed in with a potential lack of vigilance from staff or possibly some over-enthusiasm from a salesperson, it’s all too easy to find yourself backed into a legal corner. Businesses Confused with the New TCPA Regulations Many small to medium businesses whose marketing efforts rely on outbound calls have been struggling to understand exactly what the new legislation means. While marketing campaigns launched on the basis of either politics or fundraising are exempt from the changes, all other verticals need to have a clear grasp. Some companies have even resorted to [...]