Advanced Training: Admin

Outbound Dialer - Overview

  • The basic concepts behind the telephony system.
  • The "ins and outs" of the dialer user interface.
  • Concepts for using the outbound PowerDialer to improve productivity and save time.
  • Tips for creating dynamic voicemail and email content while doing outbound prospecting.

Practical Scenarios

  • Describe the logistics of outbound and inbound dialing in terms of the "two-leg" telephony system.
  • Describe the Activity history documented on a lead record that has been contacted through the Dialer.
  • Demonstrate knowledge of the functions of each element of the Dialer interface.

Getting Started

If you've been following along with this training guide since the beginning, you may have already identified some of your key calling strategies when you built out your workflow process. If that's the case, then linking your workflow to the dialer should be considerably easier.

However, even if you feel you have a solid process outlined, we highly recommend you read this section of the training guide. Much of what the PowerDialer does and how it works is pretty straightforward, but some of it is not. Having a better grasp of how the PowerDialer functions will help you integrate the system your workflow more effectively.

Thinking Like a Call Center Manager

Some B2B sales managers question the title of this section heading—"We're professional sales people, not some hack telemarketers working the swing shift pushing credit cards."

We agree, but while the sentiment is understood, there are certain skills, techniques, and mindsets that come from call center selling environments that can prove useful when setting up the PowerDialer.

Call center management teams:

  • Tend to be highly metrics-driven when it comes to agent phone calls and talk time, to make sure that call time is being maximized.
  • Have a clear understanding of how call strategies affect success rates—time of day, number of calls per day/week, speed of response, and more.
  • Recognize that the age and quality of leads necessitates different strategies and approaches.
  • Vary follow-up and "touch" strategies with different media—calling, email, voicemail.
  • Design their agents' call schedules to make sure they're on the phone at the right times of day, calling the right people.
  • Prepare key marketing collateral in advance—emails, white papers, pricing sheets, call scripts—because they know it's more difficult to get materials ready when agents are already "in the line of fire" making calls.

In so saying, we don't want to discount the needs of B2B professional sales. Every sales manager and agent has some experience doing prospecting calls, but a call center manager brings a more defined, clearer focus on the goals of outbound calling.

Use the questions below to help formulate some ways you can increase the leverage provided by the PowerDialer:

  • How many calls per day are your agents making now? How many do you expect them to make with the added leverage of the PowerDialer?
  • How many valid contacts a day (i.e., the agent talks with the correct target, not just the secretary) do agents make? How many more valid contacts per day are you expecting them to get?
  • How long does it take them to make their daily calls? How much faster do you expect them to complete their calls with the PowerDialer, freeing up additional time?
  • What collateral will agents need in the dialer? Common emails to be sent? White papers? Pricing sheets?
  • Are your agents leaving voicemails as they make their calls? If not, now is the time to have them start, since the PowerDialer automates the process. If they are leaving voicemails, what types of messages do they leave? Do you have scripts for the messages that can be recorded in the agent's own voice?
  • What types of leads are you calling? If you're primarily calling lists, initial response speed isn't critical. If you're contacting leads you receive in real-time, however, response time is more important than any other factor in call success. Do you have an immediate response plan in place for leads generated in real-time?
  • How will you plan callbacks? If an agent plans a callback, but isn't there to take it, does the call move to another agent who is there? How long does the original agent have to take a callback before it passes to another agent?
  • Will you be calling different time zones (national calling zones), or only be calling one location at a time? Will you need to account for changes in time zones as you make your calls so you're not calling to early or too late in the day?

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