July 20, 2022

Cloud-Based Progressive Dialer to Maximize Productivity & Boost Sales

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Maximize Productivity & Boost Sales With a Cloud Based Progressive Dialer

Does your sales team use a cloud-based progressive dialer software solution? If not, you’re missing out on an opportunity to grow your business. Cloud-based progressive dialing software can help businesses of all sizes maximize outreach to their pipelines and improve the service leads and prospects receive. It’s an essential part of any sales team’s operation, and it’s something that more and more businesses are starting to invest in. 

But with all of the progressive dialer software options out there, how do you know what to look for? And how do you know which one is the best for your business?

In this blog post, we’ll answer the top questions that sales leaders come up against when choosing the right progressive dialer software. So whether you’re just starting out and looking for a whole new software solution altogether, or you’re an experienced sales manager who wants to learn more about the latest technology, this blog post is for you.

What is a progressive dialer and what does it do?

A progressive dialer is an automatic dialing system that is often found in outbound call centers, especially those focused on lead generation and creating efficiencies in demand generation and sales process. Progressive dialing automates the process of making outbound phone calls so service representatives and agents don’t have to manually enter each number from the call list. Progressive dialers are considered as the middle-ground between manual dialing and predictive dialing solutions.

The major distinction that sets progressive dialers apart from predictive dialers is that progressive dialing systems wait for an agent to complete a call before moving on to dial the next number.

Progressive dialers can be used in a variety of industries for a range of purposes, including outbound sales, telemarketing, collections, customer service follow-up calls, and more. Since the dialing speed of progressive dialers is slower when compared against a predictive dialer, it’s considered to be a less efficient dialing mode and is not recommended to use for businesses that need to make a high volume of outbound calls.
Progressive dialers work by automatically dialing numbers from a contact list and connecting agents to calls only when there is a live contact on the line. They bypass busy lines, answering machines, and disconnected or inactive  numbers. In the progressive outbound dialing mode with LiveVox’s Four Clouds Dialing Solution, the system waits for agents to finish their current call and only then moves on to dialing the next number one at a time until the next live person is reached.

How can progressive dialer software help my business grow?

Progressive dialer software has a variety of features that can help a business grow, including the ability to automatically dial phone numbers and connect with potential customers. Progressive dialers save agents time, helping them hit their target performance metrics faster. As a result, progressive dialer software saves businesses time and money while improving customer satisfaction.

Here are a few of the benefits of a progressive dialer: 

Improved agent efficiency

Since progressive dialers dial numbers automatically and filter out busy lines, answering machines and disconnected numbers, agents don’t have to waste time on manual dialing and failed calls.

Wait time reduction

As progressive dialers ensure agent availability (there’s always an available agent ready to handle the call, once it’s connected), it reduces wait times and results in fewer dropped calls in comparison to predictive dialers.

Better call conversions

Reduced call abandonment means improved call connection ratio and higher agent talk time that may lead to increased goal conversion rates (sales, collections, etc.) and better customer satisfaction.

What are the different types of dialer software solutions available on the market today?

There are several different types of dialer software available on the market today. The most popular type of dialer software is a predictive dialer, which uses an algorithm to predict when an agent will be available to speak with a customer. Other types of dialers include progressive dialers, which dial numbers in a predetermined order, and power dialers, which dial multiple numbers simultaneously.

The top frequently asked questions (and answers) about progressive dialers

Predictive dialer

Dials multiple numbers and places phone calls before an agent becomes available. This type of dialer is used in very high volume contact centers where efficiency and cost-per-call are the key focus.

Progressive dialer

Automatically dials a number when an agent is finishing up the previous call. Unlike a predictive dialer, a progressive dialer will wait for an agent to finish their current call before it dials the next number on the list, and it will only dial one number per agent.

Preview dialer

Also called power dialers. Preview dialers cue up phone numbers in a predetermined list for the agent to then decide to dial. This gives agents the power to auto-dial a call when they’re ready after reviewing the customer’s information first. Preview dials are ideal for more complex sales where a bit of research may be required between calls to increase the chances of success.

Manual dialer

This is the most basic type of dialer. It requires the agent to dial numbers manually by referring to their contact list.

Is dialer software difficult to use and set up in my contact center environment?

The short answer is no. Dialer software is not difficult to use or set up in your contact center environment. In fact, most dialer software solutions come with easy-to-use interfaces and a variety of features that can be customized to fit the specific needs of your business. But not all solutions or providers offer this. Identify your business needs and then research software accordingly. Some software may require more work on your end and some easily integrate into your current systems.

What are the benefits of using dialer software over other methods of customer contact?

Some of the key benefits of dialer software include the ability to reach more customers in a shorter amount of time, increased customer satisfaction, and improved agent productivity.

Reach more customers

With dialer software, businesses can make more calls in a shorter amount of time, which leads to increased sales and revenue. Your agents don’t have to worry about manually dialing each phone number and instead focus on their main goal of helping customers or closing sales.

Improve customer satisfaction

Dialer software provides businesses with the ability to track and measure customer satisfaction, which helps them improve the quality of their products and services. The ability to track specific performance analytics depends on which software provider you choose. If this is a priority for your business (and it should be), select a dialer solution that offers robust data collection and analytical tools.

Increase agent productivity

Dialer software helps businesses increase agent productivity by freeing up their time so they can focus on sales and customer service. Not only does this help your business grow, but it also makes your agents happier. Agents don’t want to be bogged down with tasks that could be automated.

Should I be concerned about the TCPA?

The Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, auto-dialed calls, pre-recorded calls, text messages, and unsolicited faxes. The TCPA prohibits using an automated dialer software or prerecorded message to contact cell phones, and pre recorded telemarketing messages to contact residential phones unless the recipient has provided and not revoked “consent” to receive the call or text message.

Here are a few examples of TCPA rules to consider:

  • All lists/leads need to be scrubbed against the Do Not Call (DNC) list
  • Gathering express-written consent from leads is required if you are using an autodialer that falls under the TCPA’s definition of an ATDS
  • Dialing leads with pre-recorded messages or automated assistants is prohibited without express written consent

Risk and compliance management is a top priority for contact centers using progressive dialers. If a state or federal government finds that a business is not complying with regulations, they can heavily fine them. The TCPA has a history of high-profile lawsuits and settlements, so it’s important that your business takes the necessary steps to ensure you’re in compliance.

There are many dialer software providers that offer TCPA-compliant dialing solutions. Before selecting a provider, make sure you understand their compliance policies and procedures.

Which performance analytics, reporting, and other dialing metrics should I track?

There are several dialing metrics that businesses should track, including: 

  • Call volume
  • Call duration
  • Number of calls dialed
  • Number of connected calls
  • Number of sales generated

Like mentioned above, different software solutions will provide different data collection and analytical abilities. It’s key that you identify what your business needs to track to be successful, then find a software solution that matches your goal. 

What is the average cost of dialer software?

The cost of dialer software can vary depending on the features and functionality your business needs. Basic dialer solutions can start as low as $30/month, while more advanced solutions can cost up to $500/month.

The cost of dialer software can vary depending on the features and functionality your business needs

Before making a decision, compare different dialer software providers and find the solution that best fits your business needs and budget.

What are some of the features that I should look for in dialer software?

Some of the features that you should look for in dialer software include: 

  • Call recording
  • Call monitoring
  • Silent monitoring
  • Click to call
  • Screen pops
  • Text to speech
  • Local presence
  • VoIP integration

These are just a few of the features that you should look for when researching dialer software solutions. On top of these features, you want to confirm what kind of security and compliance measures a software provider implements. Companies that use auto-dialers must follow federal and state regulations. Make sure to identify your specific business needs before making a decision.

Is dialer software right for my business?

The answer to this question depends on the specific needs of your business. If you are looking for a way to improve customer satisfaction, increase agent productivity, and save time and money, then dialer software may be a good fit for your business. However, if you are not sure whether or not dialer software is right for your business, it is always a good idea to speak with a dialer software expert who can help you make an informed decision.

When shopping for dialer software, it is important to remember that not all solutions are created equal. There are a variety of features and options available on the market, so it is important to do your research and identify the specific needs of your business before making a purchase. With the right dialer software solution, your business can improve customer satisfaction, increase agent productivity, and save time and money. 

How is LiveVox’s dialer solution different from others?

LiveVox provides multiple dialer software solutions to meet your business needs, like manual dialer software as well as an automated dialing system. Both offer easy integration with your current systems, top-of-the-line features, and simplified compliance management so you can improve your contact center operations without worry.

You’ll find all of the common features that are expected from a dialer solution at LiveVox, plus more. Here are just a few key reasons why our dialer software is different from others on the market today.

Make every second count

LiveVox’s automated dialer is ideal for high-volume use cases where the efficiency of your agents and the cost-per-call are key. Calls are launched automatically under a variety of dialing strategies, including RPC, Quick Connect, plus Mass Email and SMS.

Equips agents to facilitate meaningful conversations

Our enriched agent desktops contain a single-window panel with key information about the customer as well as agent scripts which can be automatically presented based on customer attributes and if/then scenarios. Fantastic for using a progressive dialer.

Creates targeted campaigns that include compliance controls

We configure dynamic campaigns based on nearly any customer attribute or interaction history. Our software adheres to specific regulatory requirements with a variety of contact attempt controls.

Keeps agents busy and productive

Whereas most competitors allot only 3-6 lines per agent, and then charge more for additional capacity, LiveVox offers unlimited line capacity to maximize productivity in keeping with today’s Live Connect rates.

Stay ahead of industry and regulatory changes

At LiveVox, we constantly stay up to date with state and federal regulations – like the Supreme Court’s Facebook v. Duguid ruling – so we can optimize our automated dialing software with an effective and compliant dialing strategy.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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