Customize CRM for insurance sales

Every insurance sales agent needs help to get organized – a client contact management system to keep track of their clients and leads. With Voicent’s all-in-one solution for CRM and communication tools, most of the client engagements are tracked automatically. However, you can make the system even better by customizing the client record and display to your needs.

Generic Customer Info

The first place to customize is the custom information area. As you can see there are a lot of empty fields, most of which are not used by insurance sales. For example, the business name and job title. Though all the information is there if you click the scroll bar or expand the area, it will be much better if the most important fields are displayed at the top.

Add custom fields

The first thing to do is add custom fields, such as basic demographics and current policy number. To add these fields, go to Setup, Contact, Custom Field. Choose Edit, in the field name, we add “Age”, and set “Is Number” to true. Save it. Do the same to add “Policy Number”.

Import with custom fields

Once the custom fields are set, you can import/upload your contacts. In step 2 of the import wizard, make sure the select the target fields.

Customize the display area

Now, you can set up the customer information display area. You can hide certain fields and make certain fields to be displayed at the top.

To do so, select Setup, Contact, View. Click the Edit button. First unselect all fieds, then choose the display fields start from the most important one.

Now you will see the following customized display.

Customized customer display

Posted in Call Center Software, Predictive Dialer, Tips & Tricks |

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 |