Not all call center dialer software is created equal. Check out these tips to help you choose the best one for your business.
Whether you’re new to the call center industry or a seasoned veteran, you know that you have a lot of options when it comes to call center dialer software. With so many different providers to choose from, it can be challenging to know exactly which product is the best for your organization. Is a predictive dialer better than a power dialer? What’s the difference? Do you need CRM integration features? Are coaching features really necessary?
No matter your needs, we’re confident the perfect call center dialer software exists for you. (And we hope it’s ours!) To help you sort it all out, though, here are some things to consider if you’re in the market.
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7 Considerations before you invest in your new call center dialer software
1. Learn from the past
For those of you who are switching software, the first thing to consider is, what don’t you like about the software you’re using now? Are there features missing you’d like to see? Is it a customer service issue? Make a list of what’s initiating the change, then do your homework to ensure that your new provider meets those needs.
It can also help to make a list of what you do like about your current call center dialer software, so you make sure you don’t lose any features when you change.
2. Predictive, power, or progressive?
Call center dialer software can work differently, depending on what each company offers, so it’s good to get this sorted early on.
A predictive dialer uses artificial intelligence (AI) to determine when a rep is available for a call.
A power dialer goes through a call list consistently at a continuous pace until you interrupt it.
And a progressive dialer works in tandem with marketing automation software to give your reps helpful information about the caller.
In general, we feel that a progressive dialer is best for most businesses since it’ll give you the most bang for your buck and also the most help in building relationships with people. Predictive and power dialers can also be helpful, but you’ll have to do a little more heavy lifting.
One of the most popular features of most call center dialer software is automating many processes to save time on administrative work, avoid forgetting key milestones, automate follow-up emails, scheduling, set reminders for touch-points with clients, use pre-recorded voicemails, and many other things. While you do still need to manage automation, once you get things set up the way you want, it becomes very hands-off unless you need to change something.
4. CRM integration
While you can use call center dialer software, such as Call Logic, as a stand-alone tool, if you’ve got a CRM you already like, check to ensure that your new call center dialer software has integration capabilities. If not, you may need to rethink your strategy or consider parting ways with your old CRM to make room for something more streamlined.
5. TCPA Compliance
Compliance with regulatory agencies and legislation is a critical part of keeping your business a success. Here’s where some auto-dialers leave others in the dust. Some brands, like Call Logic, come with TCPA compliance built-in, including regular updating and scrubbing of do-not-call lists, which means you can significantly reduce the amount of time you spend thinking about abiding by the law. TCPA-compliant software may come at a slightly higher price point, but the amount you’ll save in potential citations and fines more than outweighs the additional cost of a compliant platform.
6. Assess customer service
A common complaint about auto-dialer software isn’t about the software itself, but the help that someone receives when they call in for assistance. Do your due diligence here. Ask tough questions to the sales rep. See if you can run a mock situation by a customer service rep. Read online reviews and ask people in your industry circle about their experiences. There’s little more frustrating than investing in a product you like, only to find that you can’t get help when you need it.
7. Pre-recorded voicemails
Voicemail drop can do wonders in saving time and money for your business, as well as connecting you with the people you need to reach. Most call center dialer software comes with this feature. If you’re evaluating one that doesn’t, we can’t stress enough the importance of pre-recorded voicemails. You’ll be able to make more calls. You’ll likely get more calls back. You can even measure the performance of your voicemails through your CRM to see if they’re compelling enough. This feature is definitely a must-have from our end!
Other features to consider
If we were shopping for call center dialer software, here are a few other things we’d want to see in a system:
- Whisper coaching – This allows you to have a seasoned rep on the phone during a live call, guiding newbies to success when necessary without the client knowing about it,
- Email integration – For easy follow-up, among other things
- Reporting – Pulling down data analytics regularly will help you to refine your workflow and improve in any areas where your teams may not be performing as well as you’d like. Use this feature to tweak your approach as often as is significantly measurable and to measure success in different areas of your business.
- Scheduling – Use software like Call Logic to manage your calendar, including scheduling calls, follow-ups, etc. We also recommend that the scheduling feature include reminders since those are one more easy thing you can automate, allowing you to focus on other things.
- Recordings – Listening back to calls can help you train new hires, critique current sales reps, and develop a more consistent approach across your teams.
It’s true that your dialing software is just one tool of many that help you succeed. But it’s a vital tool that will make you more successful while it makes your job easier. No matter what company you go with, make sure that whatever you choose is working for you and not the other way around.
Why shop for call center dialer software when Call Logic can provide everything you need? Check out a free demo to see what we’re talking about!