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Is Your Calling Software Predicting Opportunities for Your Sales Team?

November 14th, 2018

Sales reps often spend up to 2 hours a day researching information. Each of these hours is a wasted opportunity to reach customers and win revenue for your organization. Above all, when it comes to a highly-competitive outbound sales environment, each minute of productivity on the phone matters.

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A sales agent's success revolves around a single metric: meeting or exceeding their sales quota. As technology evolves, there is an influx of sales enablement solutions that increase efficiency. So, organizations with best-of-class sales strategies and techniques, sales agents achieve quota more often. Are your sales reps meeting their quota?

How A Predictive Dialer Helps Your Sales Team

A predictive dialer is among the most effective ways to maximize the efficiency of sales agents in a call center. In other words, you're leaving opportunities on the table if your call center lacks predictive dialer technology. With the right solutions, you maximize the number of occasions your sales agents reach clients and minimize their downtime.

Capturing Opportunities

Sales enablement is "providing the sales team with the information, content, and tools that help salespeople sell more effectively." In an outbound call center, the right tools are key to capture opportunities. Without predictive dialing, agents spend a majority of their day between calls waiting to speak to a live person. That means wasted time because of outdated technology. Consequently, this downtime lowers your sales reps ability to reach their quotas.

CallTools predictive dialer technology with proprietary redial rules is designed to help sales gain opportunities by minimizing downtime. The system connects calls using real-time data, algorithms, and rule parameters for redials. As a result, you see high efficiency, less downtime, and more agents reaching quotas each month.

Using Data to Increase Efficiency

Predictive dialers represent an improvement over "power dialer" technology. They incorporate real-time data to maximize the agent's "calls per hour," and weed out voicemails and invalid numbers. Furthermore, instead of just powering through a list of prospects, the algorithms dial intelligently.

The algorithm is at the core of predictive dialer technology. It continuously analyzes data from the sales teams' past calls in a call center setting:

  • Amount of Dials to Reach a Live Person
  • Average Talk Time
  • Type of call: Busy, No Answer, Answering Machine, Live Answer, and Fail

The algorithm uses this data to dynamically calculate the optimal number of leads to dial and predict when the current call will conclude. For example, when the sales agent is finished speaking and setting a disposition, the dialer is ready to connect them with the next opportunity.

While the system makes smarter predictions with a higher volume of data, it doesn't require much data to work. Typically, a predictive dialer accurately calculates dials, call types, with as little as four sales agents.

Predictive Dialers With Redial Rules

All predictive dialers are not equal. Even with predictive dialing's immense efficiency, many simple solutions still leave some opportunities behind. So, to best enable your sales team to compete, the most intelligent technology is crucial. "In today's world, every successful company is a tech company," writes Forbes' Adam Rogers.

When evaluating predictive dialer solutions, consider the value of "redial rules." This unique feature automatically addresses unanswered calls with a set of defined stipulations. These parameters can determine data points, such as:

  • Dispositions for a Call-Back Attempt (Unanswered, Busy, Voicemail, Failed, Abandoned)
  • How long to wait before calling again.
  • How many call attempts to make.
  • Follow-up with a text message.

When unanswered calls meet the predetermined parameters for a redial, the dialer places a lead back into the queue at the right time. Hence, this automation ensures maximum efficiency.

Minimize Manual Efforts

Redial rules reduce the burden on sales agents compared to the manual effort needed for redial lists. Without predictive dialer technology, historically agents called through "recycle lists" at the end of a campaign.

The recycle list approach is time-consuming. It also leads to significant delays in reaching qualified leads who did not answer during the first attempt.

Scrub Bad-Quality Lead Data

The most intelligent predictive dialers improve the efficiency of your sales agents and significantly optimize the quality of your campaign data. By integrating with your customer relationship management (CRM) software, redial rules work behind-the-scenes. Their goal? To remove outdated and bad-quality contact data from the database for future campaign cycles.

Studies indicate the often staggering costs of poor-quality lead data. One analysis of 3.64 million B2B leads found that 33 percent of the CRM records contained duplicate lead data and 10 percent contained invalid data. The redial rule feature maximizes opportunity and reduces the cost of bad-quality leads to your sales organization.

Choosing The Right Predictive Dialer

When considering the best predictive dialer for your company, keep a few things in mind. You want a system with robust algorithms. Also, consider something with CRM integration so you can keep all contact in one place. Finally, look for features like Call Tools' "redial rules" that take the software to the next level and capture all sales opportunities.