Before we go on to the Dialer Initiatives tool, which forms the backbone of the database portion of the PowerDialer, we felt it might be useful to explore the user interface.
Keep in mind that many elements of the interface are completely customizable—nearly all of the action buttons that appear, the layout (as we talked about previously), and many of the report features. As a result, your dialer interface screen may vary slightly from the images presented here, but the core concepts should remain the same.
The goal in showing you this section before delving into Dialer Initiatives is to show the effect that various criteria have on your user's experience.
Next, you'll be asked to select a Dialer Initiative. We'll be covering initiatives in-depth next chapter, but an initiative is essentially a dialing list pre-designed to maximize calling opportunities. InsideSales.com's implementation team will generally prepare a sample initiative with sample data to explore; for now, use this test initiative and familiarize yourself with the interface.
The PowerDialer interface comprises a few basic sections:
The status controls do two things: sets agents' availability to place and receive calls, and monitor the time spent on the dialer. Any time a user sets themselves as "Unavailable" for either outbound or inbound, the dialer "greys out" the call options. Have users monitor their availability status; they're a key component for helping them and you monitor their productivity.
This bar gives the agent information about their personal performance over the course of the day.
These areas are located in the top right portion of the interface. The colored-in tab indicates the record that the user is currently working with.
If/when the user is working inbound and outbound calls simultaneously, inbound calls will appear in a separate tab, as shown.
If an inbound call arrives while a user already has another inbound record open (for example, while the user is wrapping up notes from a previous call), the record will open in a new tab as shown below.
Click here for more info on using multiple inbound records tabs.
Clicking this tab displays the search results found through the search bar on the dialer panel. This way users can easily switch between search results and the record associated with their current call(s).
The tool itself is almost identical to the Global Search in the LMP system, embedded in the dialer interface. You can search on first and last name, company, email address or phone number. Then press Enter on your keyboard or click the search icon to the right of the search field.
Lastly, click Open next to the record you wish to open. This record will then be displayed under the Search Tab.
The Exit Dialer link in the upper right corner of the window should be used any time the user is finished working a dialer list. This ensures that all timing mechanisms stop (like availability timers), and ends the user's session. Users should not simply close the window for the PowerDialer interface page.
The first trick to effectively navigating the dialer is to understand the agent leg/client leg paradigm explained in the Telephony System section. While you're using the dialer, your agent leg will generally remain connected at all times. Leaving the agent leg connected removes the time delays between placed calls, lets you leave automated messages at the click of a button, and makes doing your work faster and easier.
The other trick is to learn which functions you want to use based on your workflow. Some callers move from call to call and automatically dial each number the second it pops up. Others look at the record first, take mental notes, and then place the call. Both options are valid, but the buttons/actions you use most frequently will depend on which workflow style you choose.
Also, be aware: depending on how your sysadmin configures the dialer, you may be required to use one specific style, or some options may not be available to you.
The table below lists buttons and explains what they do. Pay particular attention to which actions automatically create activities in the report engine, and which ones save changes to the record. Note that some of these buttons may not be available in your Standard Dialer Panel, but can be added into a custom layout. For information on how to do this, see the section of this guide entitled "Managing Dialer Panels."
|Dial||Places a call to the currently viewed record. If the user's agent leg is not already connected, this will initiate the agent leg connection first, then call the number.
This action creates a dial activity.
|Next Call||Saves the currently viewed record, moves to the next record in the list, and automatically dials the default phone number field. If a user's agent leg is already connected, the system will immediately start calling, and the user will instantly hear the call go out.
This action creates a dial activity.
|Connect to Dialer||Connects the agent leg without actually dialing a number. This helps agents who regularly use inbound to connect to callers more quickly, and take advantage of the inbound call routing and logging features.
|Disconnect||Drops the currently connected client leg off of the call. If a user's agent leg is connected, it remains connected, and the user can immediately move to the next call.|
|Hold||Press the Hold button to put a call on hold. When you do this, the button remains depressed, and a flyout appears until you click the Retrieve Call button and take it off hold again. In the meantime, it will display a clock showing how long the caller has been waiting.|
|Transfer||Opens the Transfer Call dialogue options. This feature is necessary if a user wants to transfer a call, because the PowerDialer servers must get the signal that the client leg needs to move to a new connection. For example, if a user manually transfers a call using their phone handset, but failed to use the Transfer option in the dialer, the next time they place a call in their list, the previous call that got transferred will get disconnected, because the dialer server assumes that the old client leg needs to be disconnected.
The transfer options are:
These options immediately transfer the call and drop the agent off of it.
These options allow the agent to remain involved with the call until the transfer is complete.
Once connected via Hot or Warm Transfer, the user can choose Drop Off Call to leave the call with the new agent, or Merge Calls Together to join everyone in conversation at the same time.
PLEASE NOTE: When in the middle of a transfer, the dialer panel will "lock down" and refuse further user input in order to prevent an accidental disconnection.
|Save||Saves any changes/updates to the currently viewed record.|
|Save and Next||Saves any changes/updates to the currently viewed record, and moves to the next record in the list, but does not automatically dial the number.
This action DOES NOT create a dial activity; the user would need to click the Dial action to initiate the call.
|Skip||DOES NOT save changes/updates to the currently viewed record, moves to the next record in the list, but does not automatically dial the number.|
|Set Callback||Opens the Set Callback dialogue. A record flagged for a callback will automatically rotate in to the user's dialer queue at the specified date and time.|
|Leave VM (Voice Message)||This action drops the bridged link between the agent leg and client leg, and patches in a prerecorded voice message into the client leg. The user should initiate this action after they get prompted to leave their message (i.e., "Please leave the message after the tone"--*Tone*).
This action creates a Voicemail activity log.
|View Pending (Callbacks)||Shows the user all of their currently scheduled callbacks, and gives them the option to pull up the record for ones that are scheduled. The user can also change/update the scheduled time for the callback using this option.|
|Manual Dial||Opens the manual dial pad, allowing users to input a phone number in the way they would on a physical phone. Push the Dial button once the number has been input to make the call. For your convenience, the buttons also feature letters on the dial pad.|
|Touch Tones||Like the Manual Dial button above, this opens a dial pad that agents can use to manually input numbers. In this, case, however, the numbers aren't used in the process of making a dial. Instead, they are immediatly sent through as individual button presses. Use this function for navigating IVR or voicemail systems. For your convenience, the buttons also feature letters on the dial pad.|
|Play Recording||Agents can use this button to play back a pre-recorded message while on an active call. If your sales process requires you to play a compliance message or other type of notice to the client in the course of your call, all you need to do is press the Play Recording button and choose your message recording.|
|Report Call Quality Issue||Opens a window used to report technical issues with call quality to the InsideSales.com team.|
By default, the dialer will automatically create a logged call (completed task sub-object) for each dial made, and attach it to the appropriate record. If a user doesn't feel the need to change those automatic call logs, this feature is purely optional.
If a user wishes to update the subject for a particular logged call, they can select a more specific log status in the dropdown menu. When the record is saved, it will update the logged call activity as well.
|Call Result||Drop menu to select the generic outcome of an individual call. The standard available results are:
|Subject||Text box to summarize the call log.|
|Comments||Large text box to write out the particulars of a call in more detail.|
To view the call logs later, go to the record of the person that was called and look at the Activity History. For more information, visit this page.
Please Note: The logged calls are an existing part of the LMP system; the PowerDialer is simply automating the task of creating the completed task. Technically, it's no different than a user manually entering a call log in the LMP. These logged call tasks are a separate reporting element from dial activities, which can only be generated by the PowerDialer.
The record panel appearance is controlled by the layout chosen for the initiative. All leads automatically appear in "edit" mode, so users can quickly enter and update information.
Any time you enter information into record, you'll need to save it, either by clicking Save button, the Save and Next button, or Next Call button.
When using the PowerDialer, the standard dial button will place a call to the phone number in the primary "phone" field. However, many records that arrive in the PowerDialer have additional phone numbers for the prospect, like a mobile or additional office number.
To make it easier to call numbers other than the number in the primary "phone" field on a record, we've included Click-to-Call icons next to all phone numbers on records in the PowerDialer. This makes it easy to quickly cycle through numbers on the record.
Additionally, the display shows the local time of the number's area code, which will help your agents know the time of day in the prospect's area before they call.
We get asked a lot if there's a way for a user to "go back," or return to a lead they were just working on. Some users mistakenly think that they can just use the "Back" button on their browser, but this causes a lot of problems when using the PowerDialer.
When you click the "Back" button on your browser, it reloads not just the data, but the entire series of dialer "scripts" linked to the page. The dialer will automatically redial the number, may attempt to leave a voice mail message if attempted previously, and places "dead dials" into the report systems, affecting their accuracy.
Bottom-line: Using the "Back" button in the dialer is bad.
If you need to reference a lead that you recently called, you can run a search for them, if you have permission. Otherwise you'll need to contact your sysadmin and have them help you locate the record, either in the LMP, or in one of the several system reports.