Dialler technology has revolutionised the way sales teams and contact centres operate through automating and streamlining the manual task of making outbound phone calls.
Today’s dialler technology solutions go far beyond simply dialling a phone number, offering a range of advanced capabilities designed to boost agent productivity, increase efficiencies and maximise sales conversions.
In this article, we’ll explore the benefits of dialler systems in a contact centre, the different types of outbound dialling modes available, and how you can leverage cutting-edge dialler technology in order to improve your sales conversion rate.
What is dialler technology?
Dialler technology in a call centre or contact centre refers to an automated system that dials a list of phone numbers in order to connect agents with customers or prospects.
The primary goal of dialler solutions is to increase the efficiency and productivity of contact centre agents by eliminating the mundane process of manual dialling, spending time waiting to be connected, and handling busy signals or disconnected numbers.
Dialler technology that is used in conjunction with a cloud contact centre solution creates more opportunities for sales agents to increase conversions and personalise their pitch. This is possible through the agent script which can contain advice for best practices during the call.
What are the different types of outbound diallers?
There are several types of dialler technologies commonly adopted by sales and contact centre teams:
Preview diallers provide sales representatives with customer details prior to the call commencing. Applying the auto-preview dialler, agents are allocated a certain amount of time to review customer information (for example, 30 seconds) and when that time is up, the dialler will initiate the call. In contrast, when the dialler mode is set to manual-preview, the agent is in control of calling the customer (rather than this happening automatically).
With this type of outbound dialling technology, agents have the advantage of being presented with relevant information about the customer prior to connection, such as the customer’s previous purchase history. As a result, an agent can personalise the engagement more effectively which can assist in improving customer satisfaction and help enhance the quality of the call, contributing to higher conversions.
With a progressive dialler solution, the system dials the number only when a live agent is available, which alleviates the need for contact centre staff to manually input the next phone number to call.
By providing a balance between call volume and call quality, progressive diallers will automatically initiate the next call which helps maximise agent efficiency, while also minimising call abandonment rates.
In the case of a predictive dialler, advanced algorithms predict the ratio of available agents to live calls, in order to dial numbers before agents become available. This type of outbound dialling technology can be used to enhance contact rates and talk time, as well as maximise efficiency.
Predictive diallers will adjust automatically by either slowing down or speeding up depending on agent availability, allowing you to customise your outbound sales campaigns based on setting the dialler ratios.
A power dialler is essential for sales and contact centre teams that make a high volume of outbound calls. This dialler technology will automatically call the next number on the list as soon as the agent hangs up the previous call, saving time from having to select or enter the next phone number to call.
Power dialler technology can help to maximise talk time by reducing the wait time between calls, enabling agents to speak with more prospects. In this way, power diallers can improve team productivity, as well as increase outbound sales opportunities.
Outbound Dialler Dictionary – Common terms used when creating an outbound dialler strategy:
|Dialler Mode can be either Auto-Preview, Manual-Preview, Predictive, Progressive or Power.
|Auto-Preview Timeout (*Auto-Preview mode only)
|Set the length of time a preview screen-pop is displayed before the Dialler automatically dials the first number presented.
|Enable Phone Numbers (*Predictive mode only)
|Dialler technology can enable multiple phone numbers to be uploaded per customer. To ensure the dialler can attempt to call each phone number that is linked to the customer, enable the multiple phone numbers setting so if more than one number is uploaded, the numbers are called in the order of their definition – for example, Phone 1, then Phone 2, then Phone 3. Only one number is called at a time, and continues to dial subsequently to the next number in the sequence only if the first number dialled is not answered.
|Minimal Dial Ratio (*Predictive mode only)
|Set the numerical value that represents the minimum ratio of calls to available agents. e.g. a setting of 1.5 means that the Dialler makes no less than three calls for every two available agents.
|Maximum Dial Ratio (*Predictive mode only)
|Enter a numerical value that represents the maximum ratio of calls to available agents.
|Maximum Dialling Lines (*Predictive mode only)
|Set this to indicate how many outbound lines are available for the campaign to use.
|Dial Ratio Calculation (*Predictive mode only)
Select Feedback or Direct Mode.
In Feedback mode, the Abandon Rate is used to moderate the Current Dial Ratio, whereas, in Direct Mode it is solely determined by the success of recent dial attempts.
|Dial Ratio Scale Factor (*Predictive mode only)
|The Scale Factor moderates the Dial Ratio Calculation in Direct Mode only.
|Answering Machine Detection Technology (*Predictive mode only)
Answering Machine Detection (AMD) is a technology that allows the outbound dialler to screen out the number of calls made to answer machines.
1. Detection of background noise (rumble and hiss) associated with a tape-based answering machine. Since most telephone answering is now handled in the network this is not as important as it once was.
2. Detecting a long string of words in one burst such as “Hello I’m afraid that I cannot come to the phone right now, but if you leave a message…”
3. Detecting a live caller saying something like “hello, hello”
Consult your local statutory telecommunications regulator about the use of Answering Machine Detection (AMD) before using it with predictive dialling.
|AMD Hangup Message (*Predictive mode only)
This feature is designed for two purposes:
1. When the dialler has identified an Answer Machine, it will leave a pre-recorded message (i.e. a soundfile) to the contact e.g. “Hi I tried to reach you, I will try to reach you again soon or please call me back on XXXXXXXX”).
2. If the dialler setting has been configured inaccurately and an abandoned call occurs due to there being no available agents to take the call, a pre-recorded message is announced to the customer that explains the call has been abandoned because an answering machine has been detected.
|Assumed AMD False Positive Rate (*Predictive mode only)
The percentage of calls that are assumed to have been abandoned because the AMD process erroneously classified a call as being answered by an answering machine.
Answer Machine Detection (AMD) is not an exact science and can result in false positives which happens when the dialler incorrectly guesses a real person as an answering machine and hangs up the call. The effect of this is that the customer effectively receives a silent call.
This value is used by the Predictive Dialler when adjusting the dial ratio in an attempt to ensure the maximum allowable abandon rate is not breached.
How can auto dialler technology help you to improve your sales conversion rate?
From increased efficiency to enhanced personalisation, auto dialler technology offers a range of benefits. As a result, the right auto dialler solution can significantly increase your conversion rate and help your business to achieve better sales outcomes.
- Improve contact rates with dialler technology
Advanced outbound dialler technology enables your contact centre agents to connect with more customers by spending less time dialling numbers or waiting while the phone rings. As a result, the outbound calling process is more efficient, with a higher volume of calls being made in less time.
This provides your agents with more opportunities to connect with prospects and engage in conversations, rather than spending time dialling.
- Reduce time between calls by applying auto dialler modes
Traditionally, call centre agents would need to manually search for the next number to dial after finishing a call. Using auto dialler modes like progressive or predictive diallers, this process is completely automated, with the next number being dialled as soon as the agent has completed the previous call.
By automating this process, auto diallers can reduce the amount of time it takes for agents to move between calls, thereby increasing output and providing more opportunities for conversions.
- Blend calling lists to maximise list penetration
Effective dialler technology solutions will equip your contact centre with a range of lead optimisation tools, such as list weighting. This feature allows for prioritisation inputs to be assigned to each list that has been uploaded in the campaign.
Using list weighting, provides you with control over which lead records will be shown to your sales representatives. As such, if there is one particular list from a lead source that usually converts higher, you can prioritise this list through assigning a higher weighting compared to other lists within the same campaign. Moreover, to avoid lead quality diminishing over time, you can assign equal prioritisation inputs to all lists which helps maximise list penetration.
- Improve call quality with personalisation
Of course, meeting sales targets is about more than just making a higher volume of calls. The quality of the call is a key factor in improving conversions – and personalisation, that can be based on customer history, is a crucial aspect in the pursuit of winning over your prospects.
For example, with ipSCAPE’s Lead Manager solution, customer information can be uploaded within the lead list, which can then be displayed within the script, enabling your sales team to engage in more personalised conversations which can help improve sales conversions.
- Improve answer rates with a state-based Calling Line Identification (CLI) number
Did you know that people are nearly four times more likely to answer calls from local numbers? Ensure that your sales representatives are making cold calls from a local number to reach more customers, ultimately increasing chances of conversions.
Displaying state-based CLIs can be used a tactic to overcome a common call centre problem of calls reaching answering machines, as prospects may feel more inclined to answer a phone call that appears to be made locally. The more times a call is answered, the more opportunities agents have to engage in a conversation with the prospect and the higher the likelihood of obtaining a sale.
- Empower agents to work productively from anywhere
Cloud-based dialler technology solutions allow contact centre agents to work from any device, in any location, without impacting efficiency. This type of flexible work capability is imperative as more and more organisations are moving away from a traditional office-based workplace.
Dialler software that can be easily implemented and made accessible on laptops and desktops can give your agents the freedom and flexibility they need to maintain efficiency wherever they’re based, while helping to increase sales conversions for your business.
- Save time with answering machine detection (AMD) technology
Dialler technology that includes AMD can help optimise sales performance and maximise efficiency by filtering out any calls that will result in an answering machine.
AMD technology means that a call will only be presented to agents when a customer answers the call made by the dialler, thereby enabling sales opportunities to be maximised.
- Utilise call recording to improve sales performance
Using call recording as part of your outbound dialler strategy can provide contact centre managers with valuable insights that can be used to enhance future outbound calling performance.
Call recordings can be used to analyse successful sales calls, as well as identify areas for improvement. In addition, call recording software can be leveraged for training purposes, such as demonstrating effective sales tactics to new employees.
When considering strategies to maximise sales conversions, contact centre software that comprises of both outbound dialler technology and an intuitive call recording module will help continually improve the performance of your sales agents.
What steps can you follow to achieve individual sales targets using outbound dialler technology?
As a sales manager, it’s important for you to determine the most effective steps that will help ensure individual sales targets are met.
Here are some of the steps you can take to maximise sales conversions and optimise agent performance when using an outbound dialler:
Segment and prioritise leads
Lead segmentation is an important part of managing your leads in order to determine which have the strongest likelihood of converting. Following this step, list weighting can be used to ensure that the most valuable leads are prioritised.
An in-built lead prioritisation tool – such as ipSCAPE’s list weighting feature – will allow you to prioritise leads from multiple lists by assigning a percentage to each list. This simplifies the process of manually prioritising lead lists and ensures your sales team are focusing their efforts on the prospects that represent the most value.
The process of uploading leads into a campaign can be automated by leveraging APIs (Application Programming Interface). As soon as your business receives a digital inbound enquiry, the customer’s details entered can be uploaded into a campaign list and immediately prioritised for the next available agent to call. For example, if there is a contact form on your website, an API can be used to sync the information received on the form submission and immediately uploaded into ipSCAPE’s dialler, ready for a sales representative to call and make a sale.
Integrate your dialler technology with your Customer Relationship Management (CRM) Platform
If your company uses a CRM to manage customer data and interactions with your organisation, you can use this rich information to personalise customer calls and elevate outreach efforts.
Leveraging the capabilities of an outbound dialler within your CRM platform will arm your agents with complete visibility of the customer’s profile while they are speaking to a customer including their name, details of previous interactions, and other details.
This integration maximises staff productivity by facilitating agents to work from one single screen, optimising every sales opportunity.
Tailor the sales pitch to optimise the customer experience
Using the data obtained from your CRM, your sales reps can personalise their conversations in order to maximise conversions. For example, ipSCAPE’s scripting module can be used to create customised interactions with customers by providing agents with specific information such as the customer’s name, their call history, and products used.
ipSCAPE’s contact centre script builder is a simple-to-use, no-code tool that provides multiple layout options with pre-defined script objects – making it easy to design customised call scripts that can assist your agents to maximise sales conversions.
Leverage analytics to improve conversion rates
Increasing sales conversions relies on continually monitoring and reviewing connected calls in order to identify opportunities for performance improvements.
By leveraging information such as call recordings or reports, you can identify how well your dialler strategy is performing. This data can be used to develop an actionable plan based on what’s working well and what needs to be improved.
Ensure your campaigns are live at the optimal time
Determine the best time to call based on the location of your customers and configure the outbound dialler to ensure calls take place during optimal time periods. Moreover, it is important to review local regulations to check if there are call windows your organisation is bound to comply with.
With ipSCAPE’s timezone parameter feature, you can set call windows for customers who live in different time zones, so that customers are only called at appropriate times such as during business hours. This can help to maximise contact rates and, as a result, increase sales conversions.
Conduct regular training with your sales team
Ensuring your team is equipped with the right contact centre technology and are empowered with the latest sales techniques is a critical part of optimising results and building a high performing outbound contact centre team.
Engage in regular training sessions to make sure all members of your sales team understand how to use solutions such as dialler technology optimally, in order to avoid any sales opportunity being missed.
Monitor and adjust your dialler settings
To maximise the effectiveness of your dialler technology, you should continually monitor the performance of your outbound campaigns and make adjustments as necessary.
For example, if you’re applying the predictive dialler mode, by keeping track of the rate of abandoned calls you may discover you need to modify the dialler settings to ensure a balance between optimising agent productivity and minimising dropped calls prevails.
Be sure to follow up
A dialler system with scheduling capabilities will allow your agents to set reminders for follow-up calls. Moreover, dialler software that is integrated with your Customer Relationship Management (CRM) system will ensure when an agent assigns a time to call a customer, the customer’s record appears in the lead list to make an outbound call. This can help to ensure you don’t miss out on potential sales opportunities.
For example, if a prospect communicates they are busy at present but will be available the following morning, the agent can manually select the date and time to set an appropriate call back. ipSCAPE’s advanced dialler technology will automatically re-pop the customer’s record according to the date and time selected.
It’s clear that the right type of dialler technology can play a key role in optimising your sales conversions and delivering the best outcomes from your outbound call campaigns. In addition, dialler solutions can help to improve the customer experience and significantly enhance agent productivity.
To find out how ipSCAPE’s cloud contact centre solution can help your organisation boost conversion rates using our sophisticated outbound dialler technology, check out our range of dialler modes and get in touch to discover more about our award-winning software.
ipSCAPE is a feature-rich, scalable cloud communication technology solution with advanced integration capabilities. We help businesses connect with their customers through multi-channel communications, including Voice, Web Chat, Email, SMS, IVR, and other emerging channels.