• Facebook
  • Twitter
  • Google Plus
  • LinkedIn

Telemarketing Software Featured Article

Understanding the "Three Bears" of Auto-Dialers to Improve Inside Sales Metrics

 
September 26, 2016




In inside sales, the number of calls per hour is an important metric that is often used to measure the success of a campaign as well as the individual performance of sales people. The amount of time that is often wasted in manually dialing calls is enormous, and it can seriously depress the calls per hour metric.


Most inside sales or telemarketing functions use some kind of software in their daily quest for leads, appointments and sales closures. The sheer variety of options can be confusing, but inside sales experts generally agree that auto-dialing capability – whether predictive, preview or progressive – is vital for the success of a sales campaign. But the three capabilities (VanillaSoft’s Genie Parker calls them “The Three Bears”) can lead to very different results, so it’s vital that companies know what they’re getting when they choose a telemarketing software solution.

Predictive dialing, which involves a system that calls many numbers at once and connects to a live agent if someone picks up the phone, is not a well-loved technology by Americans. (It’s what leads to the pause at the beginning of a telemarketing call.) Preview dialing, notes Parker, is simply a better option as it eliminates answer delays and the nonprofessional approach.

“The sales rep controls when the call is made by previewing the contact information first,” she wrote. “This is often used for more complex sales calls where prior contact may have been made. Valuable insight can be gained from a review of the record that will enhance the sales call, or research on social media connections prior to the dial. Additionally, preview dialing is used as part of most progressive dialing platforms to handle callbacks. When a callback is routed, it will not autodial until the rep has reviewed his other notes.”

Sales departments looking for an even more professional approach may ultimately want to look at progressive dialing, which automatically dials the next contact in the queue the moment the current call is complete. This technology takes the advantages of preview dialing and adds queue-based, next-best-call logic, which can save even more time in two ways, according to Parker.

“First, it frees salespeople from searching through a call list and cherry picking, when they could’ve already called the next lead in the queue based on priority,” she wrote. “Secondly, managers can specify, route and distribute the most important leads with queue-based routing. The next-best lead to call is ranked in the call queue by predetermined criteria, and automatically routed to the sales rep, ensuring that priority leads, such as web leads, are called first.”

Preview and progressive dialing can lead to improvements in call quality as well as speed. They allow inside sales personnel to review customer information before the call is connected, which takes some of the “cold” out of cold-calling, all while improving the vital calls per hour metric. The software-based nature of these solutions makes them affordable today, even for smaller organizations, and they are important tool for sales managers who wish to improve both speed AND quality metrics. 




Edited by Alicia Young

Featured Whitepapers

Mastering the Lead Management Process for Inside Sales

NEW! Mastering the Lead Management Process for Inside Sales
Managing leads is one of the largest expenses and most perplexing pains experienced by inside sales teams, and only a few companies know how to do it successfully.

Dynamic Inside Sales Scripting: Be Prepared to Go with the Flow

NEW! Dynamic Inside Sales Scripting: Be Prepared to Go with the Flow
While it's clear that successful and productive sales calls are the goal of all inside sales teams, believe it or not, many do not have a dynamic script to handle different call scenarios.

Sales & Marketing Alignment: Bringing the Pieces Together

NEW! Sales & Marketing Alignment: Bringing the Pieces Together
As business professionals, we are always looking for that next big thing. The thing that drives business, increases revenue, decreases operating expense, simplifies the process, and works more efficiently.

Featured Case Studies

Colt Powertrain

NEW! Colt Powertrain
Colt Powertrain is a one-stop source for engines, transmissions and transfer cases. It offers products to automotive repair professionals, car dealers and consumers on a variety of makes and models including domestic brands like Ford, Chrysler, Chevy, and GM, as well as a range of components and engines for foreign models.

The SALT Group

NEW! The SALT Group
The SALT Group provides its clients with the most efficient and accurate Expense Reduction Reviews available today. Transactional over-payments occur on a regular basis due to a variety of reasons.

Millikin University

NEW! Millikin University
Millikin University is a private, four-year university, with traditional undergraduate programs in arts and sciences, business, fine arts, and professional studies, as well as nontraditional, adult degree completion programs (PACE) and graduate programs in business administration and nursing.