All of you working in a call center know what it feels like to be told 'no' throughout the entire day. In all honesty, it sucks..
With so many choices and new products launched every day, it's tricky to choose the right automatic dialer, isn't it? Here, we are going to talk about key points that you should consider when choosing an autodialer. So roll up your sleeves, and let's dive deep into the topic.
Back in 1877, the telephone was invented, but it wasn't until the early 1940s that autodialers debuted in the commercial market. Over the years, technology has been a game-changer, bringing significant changes to the landscape.
Fast forward to 2020, and telemarketing remains a powerful tool for lead generation and customer outreach. In this context, the significance of autodialers cannot be overstated. Finding the right autodialer becomes crucial if you're in charge of a telesales team or rely heavily on cold calling for your sales process.
However, have you thoroughly explored your options? Let's dive in.
Autodialer technology has evolved significantly, offering more than just automatic phone call initiation.
Modern autodialers can handle various tasks, such as dropping voicemails, scheduling, and broadcasting emails/text messages to contact lists in seconds. With these advancements, there are now several types of autodialers available in the market. Let's take a quick overview and explore the differences between them.
The Predictive Dialer automatically dials a long list of phone numbers sequentially. It uses a sophisticated algorithm to decrease the downtime spent by agents drastically. When the system detects a connection, it transfers the call to a live agent. It is a perfect solution for busy outbound call centers with many agents and deals with calling campaigns.
The Progressive Dialer places calls only when an agent indicates that they are available to handle the call. As a rule, progressive dialers make fewer calls than predictive dialers, but progressive dialers, in their turn, help call centers decrease the call abandon rate by boosting agent availability.
This type of dialing system, also called manual dialer, lets the agent see the brief information of the prospect before trying to make a call. This dialer presents a valuable option for inside sales call agents as it allows them time to prepare their script and engage in more productive conversations with prospects.
Assuming that you already know a lot about autodialers, let's go further and find out how you can make a more educated decision and be confident in your choice.
In the business world, knowing exactly what you want can make life a lot easier.
Start by writing down the current problems your organization faces, and, if possible, how an autodialer can solve them. Additionally, make a list of high-priority features that your company requires. Though it may take some time, commit to this process to gain a thorough understanding of the type of autodialer that best suits your business and the specific features you should look for in it.
For businesses with a large client base and many agents, a predictive dialer is probably the way to go as it ensures minimal agent idle time.
On the other hand, if you are a smaller or newer company with limited resources, starting with a progressive or preview dialer might be a more suitable option. The flexibility is there, so you can always switch to different systems if your needs change over time.
When choosing an autodialer, consider your specific goals and needs.
If reaching a maximum number of people without dropping calls is a priority, a progressive dialer should be on your radar. On the other hand, if your focus is on cold calling or telesales, investing in a predictive dialer can be highly advantageous.
Additionally, consider whether your calls are for B2B or B2C purposes. For B2B calling, where preparation and research before each call are crucial, the preview/manual dialer would be the obvious and suitable choice.
Autodialers come with varying price points. The cost depends on the features they offer.
If you're on a tight budget, it's essential to find an autodialer that meets your requirements while being cost-effective. On the other hand, if budget constraints are not an issue, it's wise to avoid purchasing expensive software with features you won't fully utilize. Focus on getting an autodialer that aligns well with your specific needs and provides the best value for your investment.
CRM integration is one of the most crucial features to look for in an autodialer. Ideally, you want an autodialer that comes with a built-in CRM system. However, if you haven't found a solution that offers both, an autodialer with an open API becomes the next best option. This way, you can easily integrate it with your preferred CRM or other necessary applications.
Once you have compiled a list of all the required features and addressed the earlier questions, the next step is to search for a suitable dialer software on the Internet that aligns with your organization's needs. This takes us to next step.
The Internet gives us endless opportunities when it comes to searching for information. For many, Google is the first stop when looking for something. So go to Google and type "the best dialer software" in the search bar. You will see tons of websites popping up on the results page. Quickly look at the pages and choose the ones that stand out.
Try not only to explore the most popular companies but also to read reviews from real customers. Therefore, your next stop should be browsing software comparison websites.
G2 - Capterra - Software Advice.
Here are the names of the most popular, reputable software comparison websites. Check them out and see which software companies have the best performance. Read real reviews from verified customers but don't just rely on the reviews. Every business is unique, and if that particular software did wonders for them, there is no guarantee that the same will happen for you.
Having identified some of the market's leading players, it's time to create a shortlist. Aim to include 5-10 options, then start narrowing it down by focusing on the ones that meet your needs. Reach out to the selected vendors, ask any questions you may have, and request a product presentation. Make sure to list both the pros and cons of each candidate and then conduct a thorough comparison.
All these features, exclusive offers, and other perks look great on software company websites, but how can you be sure that their solution will work for your business? In this case, your best bet is to contact the software company and request a product demonstration video or a free trial.
Many software companies offer a free trial on their websites. That means you have 7-14 days at your disposal to fully test the system and see how user-friendly, practical, and usable the product is.
At the same time, prepare a list of questions to try customer support.
Yes, you read that correctly. Test their customer support. If the product is a good match, but the support team sucks (pardon my French), you will have many problems in the future.
Try to reach out to them in different formats at different times of the day. E-mail them, call them, chat with them, and see how fast they respond to you, how accurate and detailed answers they provide, and, most importantly, try to find whether they are the real experts in what they sell by knowing their product from A to Z.
As the old saying goes, "Don't put all your eggs in one basket."
In our case, don't count on just one software. Always have at least one backup option, so if your primary system breaks down or, even worse, gets out of the market, shifting to new software will be easier, quicker, smoother, and hassle-free.
Bringing a new technology into your business can make or break it.
Unfortunately, there is no perfect "one software fits all" solution, and sometimes you'll have to go through the trial and error process until you find that special software that gives you the best value.
However, following the tips suggested above will significantly reduce the odds of failure. So conduct deep market research, choose a decent autodialer, sit back, and watch how it squeezes the juice out of your outbound sales calls.
