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Until recently, Automated Dialling software was prohibitively expensive. However, with the increase in processing power and reduction in personal computer costs a host of innovative software packages are becoming more widely available.

Three such examples are singlular, progressive, and predictive dialling software. The differences are as follows:

• Singular dialler; the ability to dial one record at a time from a database or contact manager such as Outlook or GoldMine.
• Progressive dialler; the ability for the dialling software to import a range of contacts and their telephone numbers and to sequentially dial each number. The agent simply notifies the software that they are ready for another call.
• Predictive dialler; the software imports an extensive range of telephone numbers, typically residential, and will dial a group of numbers at the same time.As soon as a line is answered it is immediately transferred to an agent, along with the corresponding contact record.

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There are a variety of products available that enable singular dialling via your telephone system if it is TAPI compliant (see CTI section).

For example Microsoft Outlook and Act! can dial without any additional software. For products such as GoldMine, middleware is required, such as TAPI Link by Papillion Software.

When using a contact manager such as Act! or GoldMine, once you have telephoned your customer a record of this call is automatically placed in the customer's history.

Singular dialling is simple to operate, and normally works both ways - click to dial out and screen pops when receiving a call.

As stated in the Feature, Attribute, Benefit section, the increase in productivity can be staggering.Normally it is unheard of to be mentioning statistics that state productivity can be improved and increased between 50% and 200%, however, these figures are borne out by every dialling installation.If your business depends on making outbound calls, dialling from the screen is crucial to ensure the highest productivity;

• Manual dialling = 80-100 calls per day
• Singular dialling using CTI = 150+ calls per day.
• Progressive automated dialling = 200+ calls per day.

It is easy to calculate that a company with the right tools can be twice as effective.

If productivity is increased by 100% - so is your profitability?

Solutions range from £200 plus VAT per person to fully integrated systems catering for whole sales teams or call centres.

Action

If you're unsure whether your telephone system and/or database is TAPI compliant please contact us on 0800 970 9751 or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it , we will be happy to help.

Contact us now for advice on the most suitable product for your business and situation.

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How Progressive diallers work: Progressive diallers increase the productivity of your staff who make outbound telephone calls. By automating the process of dialling calls, less time is spent managing call lists and more time is spent talking to customers. With automation comes reporting and with reporting comes management control.

With a Progressive dialler, campaigns can be set up in minutes using a very easy to use Campaign Editor.The campaign editor makes it simple to import call lists and set call outcome codes and dialling parameters. If combined with CTI, you can also assign screen-pops to activate each outbound call that is dialled.

When the user becomes available, the Progressive dialler retrieves the next call in the campaign and dials it for them, using the telephone on their desk. The computer shows the user a campaign call dialogue, giving information about the call and the recipient.

At any time during the call, the user can select a call outcome code. The user can also choose to reschedule the call for another time and date. When the call is finished, the Progressive dialler gives the user time to do any post-call work or “wrap-up” as it is called, before making the next call.

If the user wants to take a break, they can use a simple “make this my last call” feature and the Progressive dialler will mark them as unavailable until they are ready for more work.The Progressive dialler records the time a user spends unavailable, so you can easily create a report showing how much time users spend unavailable and how much time they spend talking to customers.This can also highlight the need for more training if an agent is feeling overwhelmed.

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The NMS Adaptive Progressive dialler makes the process of outbound calling much easier for users than manually working through a list of calls.Users prefer this way of working, which then makes them happy in their work.It also lets them work faster and more accurately, which means greater productivity.Using a Progressive dialler can double the number of calls made per user per day.

A Progressive dialler provides real-time and historical management reports.At any time, you can see how much work has been done, how much is waiting to be done, how many calls each user has completed and how successful their calls were.You can generate historical reports on campaign activity, call outcomes, user productivity, etc.You can even export report data for use in other applications.

In short, Progressive diallers provide a whole host of information to help you run a successful outbound dialling team.

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Any company that has two or more people making over a hundred calls per day or less will benefit from using a Progressive dialler.The Progressive dialler is ideal for all kinds of outbound campaigns, from small, informal teams right through to large-scale outbound call centres and dedicated Call Centre agencies.

Any user of a CRM package such as Act! GoldMine or Maximiser will benefit from using a Progressive dialler.

The Progressive dialler is used for telesales, appointment setting, debt collection, order processing, progress chasing, customer service, etc.

• Progressive dialling can double the number of effective calls each outbound user can make per hour
• Increased productivity leads to better profitability.
• Users like Progressive dialling - it makes their lives easier
• Better management reporting leads to better staff management.

It is easy to calculate that a company with the right tools can be twice as effective.If productivity is increased by 100% - is your profitability?

Action

If you would like more information about implementing a Progressive dialling solution in your business please contact us on 0800 970 9751 or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
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