How call management software eliminates dead-end numbers

Jun 28
Call management software

How call management software eliminates dead-end numbers

Bad call management software retries all your numbers including dead-end ones that can clog up the dialer and get passed around like ping pong balls from one agent to another going nowhere. Good call management software will deal with everything from disconnected numbers to numbers on the Do Not Call (DNC) list, it effectively deals with them all, removing them from lists and banishing them to the ‘do not call’ sludge pile. And this is crucial for maintaining a high reach and lead conversion rate.

Disconnected numbers

Disconnected numbers are like black holes on any calling list. Lying in wait to suck away the energy, time and motivation of agents that call them. And not only can they erode time but also a campaign’s budget, where agents could have instead been on real live calls making sales.

And so as the universe of numbers expands so too do disconnected numbers, putting a dent on calling mojo and irritating the hell out of agents. And yet this can easily be avoided with call management software. Managers can drop their fine tooth-combs and use its lead cleanser feature to remove every disconnected number.

The way it does this is by offering a multi-dial feature, where agents will only ever be put through to a connected call. It will call multiple numbers at the same time, testing their responses to see which ones are disconnected or live, and then update lists including only connected numbers. This means agents can flow from one call to the next, without having to deal with the doldrums of listening to numbers ring out into outer-space.

Do Not Call numbers

Calling numbers on the Do Not Call (DNC) list is an error you want to avoid. It’s akin to ignoring the ‘do not enter’ sign with an Alsatian on it and hopping over the fence for a vigorous rap at the door, only to face the twitchy eye of a respondent with a pitchfork. And for good reason! Signing up to the DNC list is one of those easy things that actually takes a serious amount of motivation to do, which is why most people still haven’t signed up. Given this, it’s a commitment members take seriously and is supposed to guarantee a state of call-free reverie.

So to break this code of telemarketing silence will only be received like you’re kicking down their door. And this won’t bode well for any agent or call centre, even if it’s accidental, leading to complaints to the ombudsman and the potential for hefty fines. And all Australian call centres know this and do their best to ensure DNC numbers do not get on any lists. But sometimes, due some fault in a rusty system, numbers will slip through the cracks and end up being called. To avoid this from ever happening, call management software works hand-in-hand with the DNC list.

Call centres can send their data to the DNC, which is crosschecked with the register and then sent back, verifying what numbers you can and can’t use. Once this is done, call management software attaches an expiry date to each lead still in use. When the date expires, the system will then remove the lead from the list, and the data can be rewashed against the DNC register.

Leads that have gone cold

Leads go cold for many reasons. They’ve changed numbers, lost interest, or simply hang up every time you call back. A hang up, however, doesn’t mean the lead is lost. It’s still worth pursuing at different times of the day to see if the lead will bite. If, however, after 5 hang-ups it still makes it back onto the list as if it was fresh, then something in the chain of communication has gone terribly wrong.

With call management software, agent’s work with online interfaces that instantly display customer details with every call. Information pops onto the screen in an easily readable flow, with relevant information of every lead being called. This includes things like their personal profile, calling history, how many times they’ve been called and previous interactions. Agents can also include notes important to the call, such as specific requests a customer may have made.

Call centres can also use the software to set rules about how many times the number can be called back if no one answers. Once a call is made, it will automatically wait for three hours (as a standard) and then call the number automatically back again. This will help shift the call from one period to next, testing different times of the day and moving through the week.

Agents can also set a call back date and time. This call will then come back to the same agent with all the information of the previous call. This is handy if rapport has already been built and the agent wants to continue to nurture their lead.

Call management software – putting bad numbers to rest

Having the ability to work with leads that are fresh and have potential is what it’s all about. It helps agents know what stage of the cold calling conversion funnel they’re at, what script to use if someone picks up, and how to process leads through a dynamic and automated system.

With better lead processing, call management software also delivers real time metrics and reporting, helping managers make more realistic forecasting, and know when it’s time to invest in better lists.
And this will save them a lot of blood, sweat, tears and money in the long run; a pretty good reason to start using call management software now.

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Flickr CC: Bonnie Natko