Spend the day talking, not dialling.
A calling day is mostly not calling. It is finding the next number, listening to it ring, leaving another voicemail, and typing up the last one.
For anyone working a list of people who have to be phoned.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
Half the day is dead air
A rep dials, listens to it ring out, gets an answerphone, hangs up, and goes looking for the next number. Then does it again. The talking, which is the part you are actually paying for, is a thin slice of the day.
The waiting happens off the floor
Calls go out ahead of the reps, so the ringing, the engaged tones and the answerphones all happen with nobody sitting there listening to them. What reaches a headset is a person who has just said hello, with their record already open on the screen.
See predictive dialerNobody answers an unknown number
Every call goes out from the same number, or from whichever one the system happened to grab. People stop picking it up. You cannot tell which of your numbers still gets answered and which one everybody's phone has learned to ignore.
The number you ring from is chosen
Each of your numbers carries its own answer rate, right there on the screen beside it, so a number that has stopped working is visible rather than suspected. The one this particular person is most likely to pick up is the one already selected, and the rep can still choose another.
See smart caller idThe list gets worked out of order
Some of it gets rung four times and some of it never gets rung at all. Nobody can say who has been tried, when, or what happened. So the same person gets called twice on Tuesday while the good ones sit at the bottom untouched.
The list keeps its own place
Every name carries how many times it has been tried, when it was last tried, and when it is due again. Stop a list at three o'clock and it starts again where it stopped. Two copies of the same person are caught as the list goes in, rather than found by the person who rings them twice.
See power & preview dialingCalling people you should not call
Somebody asks to come off the list and it gets written on a sticky note. A number that should never be dialled gets dialled anyway. You find out about it when a letter arrives, not when it happens.
The check runs before the call
Nothing goes out until it has been through the do-not-call lists, so a call that should not happen is never placed rather than written up afterwards. When somebody asks to come off, the rep picks that ending on the call, and from then on the number is out of reach for everyone, including whoever types it in by hand next month.
See compliance screeningWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By what you want to do
See a calling hour with the waiting taken out.
We will run a list in front of you: calls going out ahead of the reps, answerphones dropping away, and a person arriving on the headset with their record already up. Bring a list of your own and we will point it at your own numbers.
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