Agent Dashboard font size too small

One some high resolution computer display, the screen popup page and CRM pages may display very small text. Since these pages used an embedded Internet Explorer, the font size is not controlled by Agent Dashboard program.

To change the text size, please follow the following steps:

A. Open Internet Explorer.
If the IE icon is not displayed, type in “Internet Explorer” in the Windows search to open it.

B. Click on the “Tools” menu from the menu bar, then select “Internet Options”.
C. The “Internet Options” window will then pop up, click on the “Accessibility” button located at bottom right corner.
D. In the “Accessibility” window, select “Ignore font sizes specified on Web pages”

Exit Agent Dashboard, and you should have the correct text size.

There are other methods that you can try to change the font size. Please simply google the topic and you should find many suggestions.

Posted in Predictive Dialer, Tips & Tricks |

Call center for appointment setting

Here are typical requirements for a cell center to do appointment setting:

  • Agents make outbound calls using predictive dialer
  • Appointment is set for people who is interested in the product or service
  • Appointment reminder calls are made for upcoming appointments

With Voicent’s cloud service, all these can be accomplished seamlessly. If you are new to the service, here are the typical steps to set the call center up and running.

Upload Contact List

Get your customer information in a CSV format, go to Contact, then select Import. For each column in your import file, you need to choose the corresponding fields in Voicent CRM. Many fields are automatically matched. You can also choose ignore a column.

A common question is what to do if there is no corresponding fields in Voicent CRM. The answer is to use custom field. To define custom field, go to the Setup menu, choose Contact, Custom Field.

Predictive Dialer

The following is a youtube video for start a predictive dialer.

Start a predictive dialer campaign

Note: if you are still on trial account, you can skip the steps of setting up agent and manager. Use admin and your password to login to Agent Dashboard.

Setting Appointment

Many of our customers use Google Calendar to manage their appointments. During the call, agents can copy paste customer’s CRM info to google calendar.

If agent needs to send text message to customer about the appointment info, such as your address and time, you can do so by clicking the text message button. You can even create message template to make it super easy for the agent.

Appointment Reminder Calls

It is important to have appointment reminder calls. Doctor offices do that because people do forget. Many of our customers will simply export next days appointment from Google calendar, import it to Voicent as a separate list, and then start an auto dialer campaign for that list. The message can be simply “you have an appointment with so and so tomorrow, please press 1 to confirm, or press 2 to talk to our agent to reschedule”.

Posted in Predictive Dialer |

What is Outbound Sales?

Outbound sales refers to sales teams who call leads generated by web forms, email subscriptions, or some other lead source. This can take the form of cold calls, where the lead hasn’t explicitly expressed their need for the service or product, or it can be following up with a customer who engaged with email advertisements sent out last week. The point of outbound sales is to be proactive, and use the information that leads generate in order to understand them better and make sure their needs are met. This article briefly introduces the types of outbound sales reps found in companies today, and the tools they use to optimize their productivity.

Types of Outbound Sales Reps

There are two important types of outbound salesmen/saleswomen. The first is Sales Development Reps, and they’re the ones primarily responsible for prospecting leads and creating promising opportunities for Account Executives. Sales Development Reps often use cold calls to engage their customers, but more modern approaches include social media and email engagement prior to calling.

The second type of outbound salesperson is a Lead Response Rep. These salespeople are responsible for engaging customers who have filled out a web form, asked for a quote, or otherwise expressed desire for the product or service your organization offers. Although they are responding to inbound sales engagement, it’s important that these salespeople are using outbound sales methodologies to keep the lead active. When dealing with B2B (business to business) prospects, following up is crucial. B2B sales pipelines are usually filled with more steps than ones dealing with regular customers, and involve more finessed engagement with one or more decision-makers.

Tools for Outbound Sales Reps

Auto Dialers

An Auto Dialer is a piece of software that manages long call lists, dialing out to several numbers at the same time to maximize the productivity of an outbound salesperson. These dialers often either play a prerecorded message (Auto Dialer) or connect the callee to an agent (Predictive Dialer), depending on the nature of the call. By providing agents with this software, sales teams can cover more leads within a given workday, and spend more time following up with qualified leads than prospecting them. Voicent’s dialer products go one step further to provide customer data, giving the call context to assist the agent in the call, or giving the prerecorded message a person touch by dynamically inserting CRM records into the message.

Click To Dial CRMs

Another way to engage your leads is to manually choose records to call using a CRM (Customer Relations Management software). This software gives the user the ability to see engagement history, products/services they’re interested in, and other insightful information that can help close the deal. By using a CRM, your sales teams can focus on the leads that have prerecorded data, while ignoring (or putting off) leads where data is limited or nonexistent.

Automated Workflow

An important facet of lead management is knowing how to get the most of customer/lead interactions with software and websites. By tracking the interactions customers have with your website, you can glean valuable information like what products or services they need, how big their organization or team is, and even how much they’re willing to spend. By using an automated workflow system that allows you to automatically log this information, Lead Response Reps can have a plethora of information to guide their interactions with the customer so that their offers are well-targeted and satisfy the customer’s needs.

Posted in Predictive Dialer |