“Ringing” the most out of the PowerDialerJared Haleck | Sr. Product Manager

Overview

1. Do Not Hang up Between Calls

2. Use the Voicemail Feature

3. Enforce Call Results

4. Send SMS Reminders

5. Create Simple Seek Lists

6. Incorporate Immediate Response

7. Use Call Now Queue

8. Reduce Inbound Wait Times

9. Use Local Presence

10. Inspire Competition

“Ringing” the Most out of the PowerDialer

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1/10

Don’t Hang up Between Calls

$4,125/yrAssumptions: (3sec/New Agent Connection)

(10 Person Team) (100 Dials/day) (Avg Salary of $36K)

IS.com

Agent Client

2/10

Use Prerecorded Voicemails

7hr21mTalk Time: 4h31m + 2h42m VM

Press One this will help you get straight to the “BEEP”

<30 Secfor every second over 30, 2% more will abandon

3/10

Enforce the Call Results Panel

Time of DayRep Effectiveness

Campaign EffectivenessLead Source Quality

4/10

Use SMS Reminders

~48%appointment hold rate

~32%of reps are late to their own appointments

5/10

Create Simple Seek Lists

Ascending by Dial Attempt

Descending by Created Date

6/10

Incorporate Immediate Response

~37%of new clients never implement immediate response

Market to Marketingshow marketing how you are leveraging their work

Not just for Web leadstrigger on email opens, lead score attainment, lead age

7/10

Reduce Inbound Wait Times

Most Ready route calls to reps who are most ready to answer

Group Ringroute calls to all reps at once – first to pick up gets the call

Failover Immediatelyignore failover timeout when no agents are available

IS.com

Agent

Client

Agent

Agent

8/10

Use Call Now Queue

Visibility

Urgencyfor reps to service a call now

for reps to know how many call nows are in queue

9/10

Use Local Presence

Display LP Caller id

Use LP # in Emailsso you can reflect a local number in email comms

so reps know what phone number they are calling from

40%20%

10/10

Inspire Competition

PowerStandings

StandingsBar

LeaderBoards

~18% increase in dials in one week of rolling out

Review

1. Do Not Hang up Between Calls

2. Use the Voicemail Feature

3. Enforce Call Results

4. Send SMS Reminders

5. Create Simple Seek Lists

6. Incorporate Immediate Response

7. Use Call Now Queue

8. Reduce Inbound Wait Times

9. Use Local Presence

10. Inspire Competition

“Ringing” the Most out of the PowerDialer

10