ARE PREDICTIVE DIALERS THE ANSWER?

Predictive dialers maximise productivity by dialing more numbers than there are agents available, reducing waiting times between calls to zero. However, this efficiency can lead to two common problems that affect the customer experience (but have solutions):

1. Phantom calls:
2. These occur when the user answers but hears no one on the line because the system is still transferring the call to an available agent. This is often associated with telemarketing campaigns and causes users to hang up immediately.
3. Disconnected calls:
4. This happens when all agents are busy and the system disconnects a call that has already been connected to a customer, intending to try again later. This feels like a missed call to the customer.

Although advanced predictive algorithms minimise these problems, they can still occur if the system isn’t configured correctly, as we explain below.

ENSURE YOUR TOOL IS CONFIGURED CORRECTLY

Follow these three steps to optimise performance and reduce abandoned calls:

1. SET YOUR PREDICTIVE DIALER TO AUTO-TUNE

Every predictive dialer works differently, so it’s important to understand how yours works and what its strengths and limitations are. This is particularly important because some intelligent systems, such as Outbound by Enreach, will automatically adjust the volume of outbound calls if they detect that more calls are being connected than agents can handle – helping to avoid disconnects.

2. ADJUST DIALLING SPEED

Before launching a campaign, some systems allow you to choose between different dialling modes and adjust the speed (for predictive dialers), offering options such as ‘normal’, ‘fast’ or ‘aggressive’ depending on your campaign objectives.

3. REDUCE CONNECTION TIME

All software tools come with a default connection time that determines when an unanswered call is disconnected to prevent it from going to voicemail. By adjusting this time and finding the optimum setting (e.g. reducing it from 25 to 15 seconds), you can ensure that agents spend less time waiting for customers to pick up, so they can quickly move on to the next call.

TWEAK YOUR TELMARKING STRATEGY

The market is constantly changing and what worked a year ago may no longer be effective. It’s time to reinvent yourself and try new approaches. Here are three tips to help your campaigns succeed:

1. MONITOR PERFORMANCE IN REAL TIME

Analyse your response rates by time of day. Identifying the most successful times will allow you to fine-tune your strategy and maximise results.

2. COMBINE TWO DIALLERS BASED ON CONTACT QUALITY

• Use an automatic dialler for high quality contacts to ensure they are immediately connected to an agent when they pick up.
  Reserve the predictive dialler for lower quality contacts, where the impact of phantom calls is less likely to affect the connection experience.

3. GRAB ATTENTION IN THE FIRST FIVE SECONDS

Create a compelling and original opening script or voice prompt. This small detail can prevent users from hanging up and increase your chances of success.

WE’RE HERE TO HELP

Our outbound campaign experts are just a form submission away. Alternatively, you can call us directly on +34 900 670 750.

La entrada How to minimise abandoned calls in your telemarketing campaigns se publicó primero en Enreach ES.

It’s not enough to have a power dialer – you need to set it up correctly to get the most out of it. Here are nine tips to maximise the success of your campaigns.

1. CONSIDER YOUR TEAM SIZE WHEN CHOOSING AN AUTO DIALER

While predictive dialers are designed to initiate multiple calls and ensure agents are always talking to someone, they’re not always the best option.

The two-second delay it takes for the system to connect with a lead can cause them to hang up if they don’t hear a voice immediately after answering.

In our experience, if you have a team of less than seven agents, we recommend using an auto dialer to avoid this delay affecting your results.

2. SEGMENT YOUR LEADS

Personalised marketing campaigns are the key to better results. Segmenting your contact base allows you to create tailored messages for each buyer persona.

For example, with the right dialer, you can filter out all men aged 20-35 who live in Madrid and speak English and assign them to a specific agent. This allows each agent to tailor their script and deliver a more direct and effective message.

3. PREVENT YOUR NUMBER FROM BEING MARKED AS SPAM TOO OFTEN

We can’t prevent a number from eventually being marked as spam, but we can extend its life by using a numbering pool.

With Outbound by Enreach, our auto dialer, you can register multiple numbers from the same region and enable random rotation in the campaign settings. This allows the system to choose which number to use for each call.

We also recommend uploading the Robinson list to the system; even if some contacts are active in a campaign, the power dialer will ensure that they are not called, thus complying with privacy regulations.

4. SYNCHRONISE YOUR PERSONAL CALENDAR WITH THE AUTO DIALER

It’s a simple feature, but it can save agents from scheduling meetings with leads at times when they may already have a personal appointment, such as a doctor’s visit.

While they can keep both calendars open at all times, our auto dialer allows them to synchronise their personal email (Gmail, Outlook or iCloud) within the system, giving them a clear view of all their daily commitments.

5. SEND EMAIL CAMPAIGNS FROM THE AUTO DIALER

If your telemarketing campaigns include sending emails to prospects, you’re probably using an external mailing tool.

To avoid investing in multiple licences and to automate emails based on call results, Outbound allows you to create personalised email templates that can be sent from the email address of your choice, whenever you decide.

6. UPDATE CRM DATA AFTER A CALL

Connecting your auto dialer to the CRM ensures that all call information is automatically logged in the customer’s profile.

This removes the need for agents to manually enter data, reducing errors and increasing productivity. It also allows you to compare data, for example, to see how many calls it takes to convert a lead.

7. KNOW YOUR AGENTS’ AVAILABILITY

As the head of your outbound call team, knowing how many agents are active allows you to allocate resourcesefficiently.

With the Activity Calendar feature of our outbound system, you can create custom statuses such as ‘training’, ‘lunch’ or ‘meeting’ to keep you informed of each team member’s status.

8. MAINTAIN A CHANGE LOG

The success of a power dialer depends on correct setup. When a user changes a key setting, it is useful to have a history of the changes.

Our outbound software allows you to check when changes were made and by whom. This is particularly valuable if there’s more than one team leader or supervisor, as it helps to manage accountability.

9. USE SHORTCUTS

The difference between using shortcuts and not using them can save you up to eight full working days a year.

With an auto dialer you can use shortcuts to start recording a conversation or pause a campaign after speaking to a lead, for example

EVERYTHING YOU NEED IS IN ENREACH OUTBOUND 

Our auto dialer has everything you need: two dialling types (automatic and progressive), scheduling, different levels of information access, lead segmentation, automated email and SMS sending, customisable templatecreation, real-time reporting and statistics, and much more.

Request a demo to discover how the right technology can be the key to improving your results, team coordinationand lead management.

DISCOVER THE KEY TO SUCCESS

La entrada 9 tips to get the most out of an auto dialer se publicó primero en Enreach ES.

All predictive dialers promise to increase response rates and therefore conversion rates, but few actually have the capabilities to deliver on this promise.

As the saying goes, “every teacher has his or her own way”, so each provider uses their own algorithm to make the predictive dialer work, and it is this that will determine the success of your campaigns.

As well as understanding how your provider’s autodialer is configured, you should also be aware of its limitationsand ensure that it does not fall into the following pitfalls:

1. INABILITY TO CONFIGURE THE AUTODIALER

When using a predictive dialer, it’s quite common for prospects to pick up the call and not hear the operator’s voice. This can cause prospects to hang up before the agent has a chance to speak.

Did you know that for a predictive dialer to work effectively, you need a team of at least eight agents with a long list of leads? No matter how good the software you use, if you don’t meet these requirements, it won’t work optimally.

While some auto-dialers allow for minor adjustments to try to mitigate this silence, the best solution is to have software that includes both of the most popular types of dialers.

2. INABILITY TO MONITOR CALLS IN REAL TIME

Real-time quantitative data is important, but so is qualitative data.

If you’re monitoring the performance of a campaign in real time and there’s an agent who’s not converting leads, it’s incredibly helpful to be able to listen to their conversation live to give them specific guidance on where they can improve.

3. INABILITY TO CUSTOMISE CAMPAIGNS

Not all campaigns are the same, so you need a dialer that allows you to create campaigns tailored to different stages of the conversion funnel.

This is why it’s crucial to be able to customise the template of a campaign and, once it’s ready, change the caller ID, set the preview time for customer details, determine when a callback should be made if the lead doesn’t answer, and so on.

FINAL THOUGHTS

In summary, to maximise the effectiveness of your predictive dialer, it’s important to ensure that the software you use allows for flexible configuration, real-time call monitoring and campaign customisation.

These features will not only improve the efficiency of your agents, but will also increase conversion rates and therefore the success of your campaigns.

Knowing all the features of your predictive dialer and understanding its limitations can mean the difference between a mediocre campaign and a highly effective one.

WANT TO SEE HOW OUTBOUND BY ENREACH WORKS?

La entrada 3 common mistakes when using a predictive dialer se publicó primero en Enreach ES.

The easiest way to increase telemarketing conversions is to prioritise leads further down the conversion funnel, and the best way to do this is to automate the prioritisation of these leads directly from the autodialer.

The most advanced diallers on the market allow us to create a logic that is automatically and systematicallyapplied to build the contact list for a campaign.

Here are the essential prioritisations that any autodialer should have to maximise conversions:

1. PRIORITISATION BASED ON LEAD STATUS

The dialler should be able to prioritise leads based on their status. The main statuses to prioritise are:

1. Unsuccessfully contacted leads who call back.
2. Leads that we have scheduled for a call on the same day.
3. Unsuccessfully contacted leads.
4. Remaining leads on the list (sorted by priority and date of creation).

Following this priority order, the system allows us to work with leads we have already spoken to or tried to speakto before exploring new horizons.

2. PRIORITISATION BASED ON LEAD PRIORITY

When we create an Excel spreadsheet of leads, we can assign each lead a number from 1 to 10, for example, based on how confident we are that they will convert to a customer. The higher the number, the sooner the dialler will call them.

If there are two prospects that we have tried to call unsuccessfully, the autodialer will prioritise the one with the higher assigned score.

This ensures that we speak to the leads most likely to convert first, preventing them from cooling off.

3. PRIORITISATION BASED ON LEAD CREATION DATE

The last parameter the dialer needs to consider is the date the lead was uploaded to the system.

If we create 50 leads on Monday and 50 on Wednesday, the ones created on Monday will be called first (unless the previous two rules indicate otherwise).

This prevents prospects from cooling off and also ensures that we do not leave any old leads unreached.

FINAL THOUGHTS

The criteria agents use to process their prospect lists may not be the most appropriate. By making these adjustments, we ensure that we are following the best strategy to increase conversions.

By prioritising contact with leads we have already spoken to, calling those with the highest conversion potential first, and ensuring we leave no leads untouched, we can optimise the conversion funnel and acquire more customers.

The autodialer will generally follow this logic, but sales reps can always stop the autodialer if, for example, a new lead is acquired and immediate contact is required.

For repetitive tasks, it is best to rely on as much automation as possible to ensure better results and allow agents to focus on their pitch and listening to the person on the other end of the line.

WANT TO MULTIPLY THE RESULTS OF YOUR TELEMARKETING CAMPAIGNS?

Contact our experts on +34 900 670 750 or chat with us to try the Outbound By Enreach autodialer.

La entrada How to prioritise leads with an autodialer to increase conversions se publicó primero en Enreach ES.

All telesales contact centres are looking to increase their conversion rate. Logic tells us that if we get more leads, we’ll get more conversions, but what’s the point of having more leads if agents can’t reach them due to lack of time?

Autodialers are telemarketing software that focus on creating more effective campaigns, not only by freeing sales reps from manually dialing leads, but also by strengthening the strategic and measurement aspects.

When it comes to autodialers, the most popular are the Power Dialer and the Predictive Dialer.

WHAT IS A POWER DIALER?

A Power Dialer is designed to maximise the number of people each agent speaks to by eliminating manual dialing.

All the agent has to do is press the ‘Call’ button to initiate the automatic dialing. Once the call is complete, the software automatically dials the next contact on the list.

WHAT IS A PREDICTIVE DIALER?

The Predictive Dialer also allows agents to speak to more potential customers by eliminating manual dialing and the waiting time from when the call is initiated to when it is answered or disconnected.

Thanks to predictive algorithms based on the number of operators in the call centre and call history, it calculates the optimal number of calls to initiate.

For example, if we have a team of 10 agents and history shows that 30% of calls go unanswered, it will dial 13 phone numbers and route the answered calls to the available agents.

WHICH IS BEST FOR YOUR TEAM?

Choose a Power Dialer if:

• You have a team of 2-7 agents.
• The leads you contact are already at the top of the conversion funnel because they’ve downloaded a document or subscribed to your newsletter.
• Your sales team is focused on consultative selling.

Choose a Predictive Dialer if:

• You have 8 or more agents.
• The prospects are cold, for example if they come from an external provider.
• You’re running a survey or promotional campaign and the lead list is long.

Or benefit from both! Our telemarketing software has all the dialers you need to run different types of campaigns. Request a demo by calling +34 900 670 750 or contact us via chat.

La entrada Power Dialer vs. Predictive Dialer se publicó primero en Enreach ES.