How Does
it Work?
The call center manager will load a list of names
into the dialer and start the dialer based on a desired
calling ratio regardless of abandonment rate(a).
The ratio dialer work is as follows:
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- Agents login to the InsideSales Agent Login
(seen to the left) and become available.
- It will call a contact’s phone number
from the list loaded.
- If a live contact picks up, it will then connect
the agent/rep to the contact.
- If the dialer detects an answering machine,
it will leave a pre-recorded message and then
move on to the next call.
- If it gets a bad number or busy number it
notes it in the contact management system and
then move on to the next call.
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The calling ratio is the number of outbound call the system
will make for each sales rep that is available to take
a call. (a) An abandonment is defined
as a hang-up from the contact before they hear anything.
Benefits of using the InsideSales.com Ratio Dialer:
- Dramatically Increased Dialing Productivity-
The most obvious benefit is the increase in sales
and leads that can be generated by automating the
dialing process. Many clients report they are able
to do eight hours of work in two or two and a half
hours. The Ratio is especially designed for Business
to Consumer (B2C) applications where the sales process
is simple and less intelligence must be provided by
the sales rep to navigate to the proper decision maker
and the sales manager has advanced skills to keep
the abandonment ratio below the FCC regulations.
- Optimal Blended Inbound / Outbound Productivity-
By using the Inbound / Outbound call blending of the
Ratio Dialer blended with Inbound ACD, IVR and CTI
Screenpop capabilities you are able to optimize the
productivity of both sales or support reps who are
capable of making either outbound and inbound calls.
This is a great way to keep inbound reps busy when
the inbound calls slow down, or to have outbound reps
help with inbound call spikes during busy times!
- Increased Voice Messaging Productivity-
You increase the quality and quantity of voice messages
you leave. Each pre-recorded message is in your own
voice, and can be scripted in content and tone. The
Voice Messaging tool lets you select from a library
of messages and play them over the phone with a single
click, then move on to the next call quickly.
- Increase Call Fulfillment Productivity-
Now you or your reps can fulfill their promises before
they finish the call. Tasks like leaving a voicemail,
sending an email or fax, scheduling a event (appointment)
or a follow up task are one click away.
- Reporting Visibility- By using
the Ratio Dialer functionality you activate all of
the telephone reporting tools in the InsideSales.com
system to track effort, ratios and results.
- Quality Control- By standardizing
your dialing and voice messaging approach, you optimize
your chances for success every time you make another
dial. You also are able to record or monitor calls
for quality control and training purposes.
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