Predictive dialer immediate connect to customers

Recently we have many questions regarding the initial delays when a predictive call is answered, and whether a power dialer should be used instead. In this article we will show you how to utilize a special mode in our predictive dialer such that all calls are connected immediately.

The initial delay is caused by the system trying to differentiate live answer vs. machine answer. The process is called call progress detection and must be performed in order for the dialer to skip answering machines. Readers who are interested in finding out more about this call progress detection and the initial delay can search our knowledge base online.

In some cases, for example, calling businesses when almost all calls are answered by human or an IVR system, a power dialer is preferred. Basically, the system dials numbers automatically from a call list, all calls are handled by agents. The agent hears the dialing tone, hears call answer, etc. Power dialing is very much like manual dialing, except agents do not need to enter phone numbers to dial.

Voicent offers all types of dialers: auto dialer, predictive dialer, preview or progress (power) dialer. All these dialers are included in our cloud subscription.

Special mode in predictive dialer

If you want calls to be connected immediately, using a special mode of predictive dialer is actually going to work better than power dialer. Here is how to set it up.

When the detection mode is set to “No detection”, there will be no initial delay and all calls are connected immediately. The advantage of this special mode over power dialing is that agents do not hear the initial dialing, and all campaign features like call script and report will be available.

Posted in Predictive Dialer |

Predictive dialer campaign list management

Can I add more records to an already existing list that I’ve previously uploaded?

Yes. Just manually add or upload a new list. But make sure you set the “Lead Source” the same as your previous list.

2) What if I have two separate lists, can I run both simultaneously? If so, Will the dialer calls on both lists at the same time and connect calls to the agents from the list where the customer answers?

Yes. Just run two campaigns, each with its own list. And yes, it will call on both list at the same time.

It will connect to the agents that you selected for the campaign.

3) What is the recommended lines per agent? When I start a campaign it asks me for the # of lines. Is that per agent or is that total for all agents?

Normally 2. But if your agent is not getting that much calls, you should increase the number of lines.

The # of lines when you start the campaign is for the whole campaign, regardless which agent is on the campaign.

Posted in Predictive Dialer |

Notification of sales or forms

Question: Is there a way where when a “sale” is made… the data for that record is forwarded via email to a designated email? I’d like to “collect” information on records where the call was successful. Also is there a template where information can be entered by the agent on the script? or any forms at all that can be forwarded to a designated email?

There are couple of ways you can do that in our platform. Here are just a few suggestions.

Use Voicent CRM to track your sales

CRM is designed for tracking sales from lead stages all the way to the closed sales stage. If you simply want to record all the sales made during the phone call, ask your agent to create a potential by clicking the plus sign in the popup screen.

Please also note you can customize the popup Potential screen by go to the main menu, Setup, Potential, Default Value.

The advantage of this approach is that you can easily search any closed sales, generate sales reports, and avoid manual emailing process.

But if you do need to keep track of the sales in your email or other system (like your accounting system), then the next choice is our workflow system.

Use Voicent workflow

The workflow is an advanced business process automation system. It is an optional feature on the cloud platform. The basic usage is to use “triggers” to automate certain tasks. For example, when a contact is changed from any category to the “Customer” category, you can automatically trigger an email or a phone call. Actually you can do even more when an event is triggered. For example, you can also automatically send a survey email after 3 days of the purchase.

To set up workflow triggers, please go to Setup, Workflow, trigger.

Use Custom Button

(If you are not a developer, ignore this section.)

You can also use custom button in the screen pop to send HTTP post to a web form. The POST parameters will contain all the name value pairs of the contact record.

Posted in Predictive Dialer, Tips & Tricks |