Revolutionise your outbound campaigns and keep your agents in-call with our cloud-based predictive dialler software.
This module automatically dials multiple numbers and connects the first person to answer. It weeds out all the voicemails, disconnected calls, and engaged numbers, ensuring your team spends their time actually talking to real people. Configuring the dial rate is simple and instantaneous.
No longer will your users have to spend hours every day listening to dial-tones and manually dialling numbers. Let our hosted dialler do the work for you – automatically screening the useless calls and enabling your agents to have more effective conversations.
Minimise break time and supercharge call centre efficiency!
For high-volume operations, nothing beats the strength and agility of a predictive auto dialler. If you’ve got enough leads, the possibilities are endless!
Our progressive dialler is another method of minimising agent downtime and improving outbound efficiency.
When an agent ends the previous call (or moves on from their post-call administration/wrapping), this software will automatically dial the next lead on your list. contactSPACE enables you to introduce automated decision criteria, so that calls that don’t begin ringing, or which aren’t picked up, are automatically dealt with, meaning less unproductive time for agents.
Plus, you can also use dynamic skills-based routing rather than simply giving the next lead to the next available agent. By defining highly-customisable prioritisation rules and skills groups, you can avoid lead cherry-picking and ensure that each contact is assigned to the perfect member of your team. This enables you to make more sales and have highly streamlined, better-quality conversations.
Don’t fret about call preparation though! The contactSPACE progressive dialler allows you to set a specific time period for your agents to preview the next call.
If you create really specific initiatives, progressive diallers are an awesome way to minimise your cost per minute of dialling. However, if your agents need a little more time to prepare for each call, check out our…
A preview dialler enables your team to move through leads quickly, while still giving them time to review the record prior to calling.
After wrapping the previous call, the agent is shown a preview window and can choose when they want to dial. They may also be able to skip that particular contact (if you allow them the choice), or choose which numbers to dial. Our solution tracks and reports on overall and agent/initiative-specific preview time, enabling you to monitor and minimise downtime in your contact centre.
How the contactSPACE interface previews a call.
What exactly is a power dialler?
This term essentially refers to any type (or the ability to choose between any type) of the three diallers discussed above.
Ultimately, your power dialler rings numbers automatically once the previous call is complete. You can tell it to dial predictively, progressively (moving on from each call automatically) or with a pause for previewing the next call.
This flexibility enables you to pick the perfect settings for each initiative you’re running, ensuring the best-possible outcomes no matter the types of calls being made.
No matter how many calls you’re making, it’s always a good thing to have access to an old-fashioned softphone dialler.
Whether you’re following up on a lead or want to make a special-case call, having the ability to ring up anyone at any time is essential for most outbound operations.
Our intuitive manual dialler enables agents to begin their calls from the comfort of their dashboard, minimising the distraction of fiddling with a hardphone.
Which dialler system is right for me?
Each type of auto dialler system behaves very differently to one another. Using the wrong cloud dialler in the wrong business process or initiative is a recipe for disaster.
Here are some rough guidelines as to what dialler software is most appropriate for different types of contact centres.
For organisations with large teams making tens of thousands of calls per day, being able to dial efficiently and minimise agent downtime is crucial. This is why having a predictive dialler is so useful for high-volume operations. Think about it: if you’ve got 200 agents who each spend 15 minutes a day listening to dial tones and fighting with message banks, that’s 250 hours of time wasted every single week.
In the long run, using a normal/manual dialler becomes very expensive for high-volume call centres. Plus, since larger organisations have a higher gross turnover, they can more easily absorb the cost of a predictive dialler and see a greater return on investment in the technology.
Conversely, using this software with small teams and lower call volumes can easily throttle performance and create a poor customer and agent experience. Low-volume contact centres are likely to run out of leads very quickly with a predictive dialler, and may also end up making silent calls.
Another thing to consider when dealing with large volumes is minimising wrap time. The contactSPACE software suite enables you to define exactly how long you want your team to spend on post-call administration – or you can leave it entirely up to their discretion if you like. Plus, our interface gives agents the capability to update records in your CRM as the call’s going on, helping to save precious time that would otherwise be spent wrapping.
Telemarketing, fundraising, collections medium-volume enterprises
If your outbound initiatives have a pitch with little variation from customer to customer, but you don’t have an absolutely insane volume of leads, you’re probably going to see more success with a progressive dialler.
The great thing about this option is it gives you the freedom to define how long agents get to preview their next call. This allows you to strike a nice balance between call efficiency and call quality. What’s more, progressive diallers have very little red tape involved (compared to predictive diallers – more on this below).
Also, this option won’t burn through your leads too quickly. Some contact centre managers have found themselves in the predicament of being fresh out people to contact because their predictive dialler worked through their lists so quickly. Unless you’re able to quickly find more leads, you’re going to have agents sitting around with nothing to do, which is never a good thing.
Inside sales, customer engagement
Some organisations – even large firms – simply need agents to have the freedom to take as much time as they need to prepare for each call. For these contact centres, using a preview dialler is the most appropriate choice.
To decide whether to go for a progressive or a preview dialler, consider what your agents need to take in before each call. If it’s just a name, job title, and location, putting their preview screen on a timer will generally improve efficiency. However, if your team member actually needs to understand a contact and their wants/needs rather than just note a few details, you need to give them a little more time.
But there’s still a balance to achieve here – you don’t want agents to spend too long previewing, otherwise you’ll be paying for time they’re sitting there twiddling their thumbs. contactSPACE empowers you to define exactly how much preview time you want your team to have – you don’t have to leave it to the agents’ discretion if you don’t want to.
Organisations with diverse outbound initiatives
Having the ability to mix and match different diallers to different initiatives can be incredibly powerful. Suppose you have one campaign to make a first contact with each person on a brand new list of 10,000 leads, and another initiative to nurture your 100 most valuable contacts. You wouldn’t want to use the same dialler for both campaigns, would you?
A power dialler gives you to freedom to choose between using a predictive, progressive, preview, or manual dialler on any given initiative. Most large organisations (other than plain telemarketing firms) actually have the ability to switch between different diallers, but use their predictive dialler for the majority of their outbound operations.
Cold Calling Laws & Regulations
It’s all well and good to have a shiny new dialler, but what are the rules and regulations regarding how you’re actually allowed to use it?
Some countries have rules regarding predictive diallers in particular. When using this technology, it’s inevitable that at some point, a prospect will answer the phone and not have anyone to talk to – the software will get the timing wrong eventually. This is called abandonment, and is regulated in some jurisdictions.
Here is a brief, high-level overview of the rules regarding hosted diallers in different countries.
The Australian Communications and Media Authority (ACMA) doesn’t have any specific rules regarding dialling technologies and silent calls/abandonment rates.
However, there are regulations regarding telemarketing calls – including fundraising and inside sales. When making a call, you must communicate the purpose of the call, who you’re calling from, and the name of the person calling. If the customer asks, you must be able to provide them the contact details of your business, and/or the contact details of your complaints department.
You can only call numbers not listed on the Do Not Call Register (unless calling for research purposes), and there are specific times of day when you’re allowed to make outbound calls.
Ofcom (the Office of Communications) on the other hand does have very strict rules pertaining to predictive dialling technology.
They mandate that less than 3% of all calls on a specific day be abandoned. A call is classified as abandoned (or “silent”) if the person picks up and isn’t connected to a real agent within two seconds.
This isn’t all though – you also need to play a very specific message to those who end up on an abandoned call. If this pre-recorded message doesn’t contain all of the following, you risk being on the receiving end of a £2 million fine:
- Who’s calling.
- A number the person can call to avoid receiving further calls from you.
You’re not allowed to place any marketing content in this message, and can’t call from a withheld number. And another thing: you can’t ring this person back within the next 72 hours without guaranteeing that they’ll actually be connected to a real person.
Ofcom can in fact audit your operations and request up to six months of outbound call data to ensure you’re compliance with these guidelines.
The UK also has the Telephone Preference Service (TPS), which is essentially a do-not-call register. You must run your numbers through this list at least once every 28 days to ensure you’re not calling anyone who has opted out of direct marketing. The exception to this is if you have customer consent to being called on record (this can be an online checkbox or verbal confirmation).
The Federal Communications Commission (FCC) has very similar regulations to Ofcom’s guidelines. Calls are officially classified as abandoned if an agent isn’t available within two seconds of a customer’s “completed greeting”, and they mandate that no more than 3% of calls ring silent within a 30-day period.
If a customer receives an abandoned call, you must play a message communicating your phone number and the name of your organisation. Plus, you’ve got to mention that the call was made for “telemarketing purposes”. If the person then rings the given number, they must be able to opt-out of any future calls as a part of that specific telemarketing campaign. However, non-profit organisations are exempt from these rules.
When making calls with an auto dialler, the FCC mandates that you have “prior express consent” from the person you’re ringing. This can include the person giving you their number. However, you mustn’t make calls for purposes other than what the number was provided to you for. Failure to abide by the Telephone Consumer Protection Act (TCPA) can result in fines of $500-$1500 US per call or text made.
There are also FCC rules about when and who you’re allowed to call. Numbers on the do-not-call register are off-limits, and you can’t initiate a call outside the hours of 8am to 9pm (at the receiver’s location).
Canada’s Radio-television and Telecommunications Commission (CRTC) has slightly stricter rules on call abandonment. In a single calendar month, no more than 5% of calls can ring silent. Telemarketing companies must keep records of their abandonment rate for at least three years from the end of the month in which the record is created.
You can’t call anyone on Canada’s national do-not-call-list, emergency numbers, or numbers “associated with healthcare facilities”.
Plus, when a customer picks up, the agent must disclose their name and who they’re calling from. If asked, they must be able to provide a number/email/mailing address on which the customer can reach them in order to ask questions, make a do-not-call-request, or make comments.
Keen to learn more?
Looking to find out how cloud diallers can help supercharge your outbound initiatives? Or do you want to see contactSPACE auto diallers in action?
Contact us and one of our solution specialists will be in touch for an obligation-free chat.