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“Ringing” the most out of the PowerDialer
Jared 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
10
1/10
Don’t Hang up Between Calls
$4,125/yr
Assumptions: (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 Onethis 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 Day
Rep Effectiveness
Campaign Effectiveness
Lead 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
Descendingby Created Date
6/10
Incorporate Immediate Response
~37%of new clients never implement immediate response
Market to Marketing
show marketing how you are leveraging their work
Not just for Web leads
trigger on email opens, lead score attainment, lead age
7/10
Reduce Inbound Wait Times
Most Readyroute calls to reps who are most ready to answer
Group Ring
route calls to all reps at once – first to pick up gets the call
Failover Immediately
ignore failover timeout when no agents are available
IS.com
Agent
Client
Agent
Agent
8/10
Use Call Now Queue
Visibility
Urgency
for 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 Emails
so 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
PowerDialer - "Ringing the most out of the PowerDialer" - Jared Haleck

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PowerDialer - "Ringing the most out of the PowerDialer" - Jared Haleck

  • 1. “Ringing” the most out of the PowerDialer Jared Haleck | Sr. Product Manager
  • 2. 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 10
  • 3. 1/10 Don’t Hang up Between Calls $4,125/yr Assumptions: (3sec/New Agent Connection) (10 Person Team) (100 Dials/day) (Avg Salary of $36K) IS.com Agent Client
  • 4. 2/10 Use Prerecorded Voicemails 7hr21mTalk Time: 4h31m + 2h42m VM Press Onethis will help you get straight to the “BEEP” <30 Secfor every second over 30, 2% more will abandon
  • 5. 3/10 Enforce the Call Results Panel Time of Day Rep Effectiveness Campaign Effectiveness Lead Source Quality
  • 6. 4/10 Use SMS Reminders ~48%appointment hold rate ~32%of reps are late to their own appointments
  • 7. 5/10 Create Simple Seek Lists Ascending by Dial Attempt Descendingby Created Date
  • 8. 6/10 Incorporate Immediate Response ~37%of new clients never implement immediate response Market to Marketing show marketing how you are leveraging their work Not just for Web leads trigger on email opens, lead score attainment, lead age
  • 9. 7/10 Reduce Inbound Wait Times Most Readyroute calls to reps who are most ready to answer Group Ring route calls to all reps at once – first to pick up gets the call Failover Immediately ignore failover timeout when no agents are available IS.com Agent Client Agent Agent
  • 10. 8/10 Use Call Now Queue Visibility Urgency for reps to service a call now for reps to know how many call nows are in queue
  • 11. 9/10 Use Local Presence Display LP Caller id Use LP # in Emails so you can reflect a local number in email comms so reps know what phone number they are calling from 40%20%
  • 13. 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

Editor's Notes

  1. Thanks to everyone, excited to see everyone hereThanks Bob, Thanks Larry for their evangelismToday I want to talk about a sensitive subject that may offend
  2. Questions?