Five Benefits of Using a Multi-Line Dialer with Salesforce Sales Engagement [Former High Velocity Sales]
5 min
Speed is of the essence in any call center. Any task, no matter how minor, that takes a sales rep away from selling can have a snowball effect that adds up to hundreds of unproductive hours.
Imagine your rep manually dialing a number. The person they've called takes about 10 seconds to get to their phone, screens the call, and hangs up. Or, perhaps the person answers but asks for a call back at a more convenient time. Your rep pulls out their diary or Outlook and schedules the time, transferring the customer's details carefully to the calendar. Now picture this happening at every single one of a dozen desks, every single day, for months. Those minor tasks were spent unproductively when they could have been spent closing a sale and earning revenue.
Fortunately, many of these tasks and actions can be done even more effectively through automation, turning your call center into a sales powerhouse. Reps will spend less time listening to dial tones and fumbling with their diaries, and all of their time focused on high-quality conversations with interested prospects. The secret? Using a tool like Salesforce High-Velocity Sales in conjunction with a multi-line dialer.
Why You Need Both A Multi-Line Dialer And A Sales Engagement Platform
A multi-line dialer dials multiple prospects at the same time, increasing the agents’ talk time. Only live calls are connected to available agents; agents are connected when the person on the other end answers, so they don't waste their precious time listening to the phone ringing.
A multi-line dialer will boost productivity, even if used on its own, but if you really want to amplify your sales campaign, you need a tool like Salesforce High Velocity Sales. High Velocity Sales is part of the Salesforce Sales Cloud. Like a multi-line dialer, Salesforce High Velocity Sales is a significant time-saver. Pairing the two makes perfect sense so that reps can move through call lists at lightning speed and schedule follow-ups and appointments to take the guesswork out of closing the deal.
Benefits of Using a Multi-Line Dialer with Salesforce High Velocity Sales
We already know that speed is of the essence, but speeding up your dialing and connection efforts isn't the only way of boosting your revenues and improving conversions. If you really want to close more deals, you need automation that removes the cumbersome or unnecessary tasks that take up your reps' time, as well as data that give you insight into your processes and conversions. Once you know what's going on (and what's going wrong), you can make changes. Salesforce High Velocity Sales can help you do just that.
1. Sales Cadences Plus High Volume Calls = Success
A multi-line dialer will connect agents to live calls as soon as someone answers, and there's an agent available. This automation allows your reps to make more calls they ordinarily would, which increases the number of prospects they speak to, which in turn leads to more sales. However, sometimes it takes more than a simple call to close the deal. Sometimes a client says "Yes," and sometimes they say, "I need to think about it" or "Not yet." Unless it's a straightforward negative response, you can't afford to let the client go if there's a chance they'll convert down the line. Sales cadences can be set up to keep those leads from growing cold.
A sales cadence takes agents through a series of actions they need to take based on responses they receive (or if they don't receive a specific response). High velocity sales will let you set sales cadences to send follow-up emails, schedule reminder phone calls, or check-in appointments at a specific time. Managers can also create Call Scripts or templates that reps can follow to improve their odds of closing. In other words, you can create a sequence of activities reps need to follow to succeed.
“Think of your dialer as hooking the fish and your HVS platform as a way of reeling it in”
By standardizing your responses, you'll quickly learn which methods lead to the most conversions so that you can continually improve your sales process. Salesforce High Velocity Sales can also create work queues to keep sales reps on track with a simple glance at the next step they need to take. Best of all, Salesforce High Velocity Sales is very simple to use, with a drag and drop interface that most Salesforce users will be familiar with, so the learning curve is minimal. Here are Cadence Creation Tips for Salesforce High Velocity Sales that may come in handy.
2. Call More Prospects, Faster
Without the right tools, call centers can descend into complete chaos: dialing numbers and juggling phone lines, jotting down notes on paper or trying to schedule meetings in Outlook. A multi-line dialer and High Velocity Sales take care of that.
Calls can be made from the console with a click, and all calls are automatically logged in the system (as well as in your CRM system) so that information remains up to date. The system also has local presence capabilities in some markets that display a number with the local dialing code in the prospects' caller ID. Benefits of Using Local Presence Caller ID with your Salesforce Dialer include increasing the likelihood that they will pick up the call.
3. Save Time And Money
Reps should spend their time on sales, not data entry and manual dialing. A multi-line dialer will start the process of dialing immediately. The software uses Automatic Machine Detection and other tools to identify voicemail boxes and fraudulent or out-of-service numbers so that reps aren't put through to any call that doesn't have an actual prospect ready to talk on the other end of the line. High Velocity Sales will also save your reps the hassle of recording emails and meetings by automatically logging all of the information in your CRM right from your inbox.
Managers can access this information at any time so that information isn't lost when a rep leaves the company or takes a sick day. Everything the rep needs to make a sale is contained in a single screen, from follow-ups to logged information about key contacts and company size. These time savings can lead to serious financial savings because the call center can achieve the same results (or better!) with a reduced staff component.
4. Speak To Better Qualified Leads
Most call centers obtain their leads by buying databases, attending conferences, putting out mailers, and more. If you regularly work through massive quantities of leads, it can be hard knowing which lead is likely to close. Your multi-line dialer can call several lines at once, but if those calls are connecting to poor quality leads or bad-fit prospects, you won't see a return on the investment in the technology. Salesforce High Velocity Sales comes equipped with the AI-powered Einstein Lead Scoring functionality.
Numerics are assigned to leads based on the likelihood of converting them (based on past historic conversions and other attributes). You can create high-quality call lists based on the likelihood of conversion, and reps will know who to focus their efforts on or whether or not to route the call to someone else to close. Your dialler will provide the quantity, but High Velocity Sales can improve the quality.
5. Gain All The Insight You Need To Make Better Decisions
Salesforce High Velocity Sales can also analyze individual phone calls and even perform sentiment analysis if you integrate with a recording service. HVS will pick up keywords that resonate with potential clients that can be used to edit sales scripts and emails to increase the likelihood of conversion. It also comes equipped with Call Coaching so that managers can review calls and provide support to agents whenever they need it.
HVS has a full analytical suite that provides valuable metrics about your sales agents, prospect engagement levels, and the performance of your sales cadences. The more data you have at your disposal, the more empowered you are to adjust tactics and close deals. Your dialer can use your existing call lists to connect to leads or specific prospects, so that your call center can focus on customers during every stage of their user journey.
Final Thoughts
A multi-line dialer can increase the number of calls your sales reps can make in a day, but why stop there? Using Salesforce High Velocity Sales can amplify your sales efforts even more through useful cadences, workflows, and other tools that can really close the deal. Best of all, you can integrate these tools directly with Salesforce to sync all of your data points, including Outlook calendars, events, and email, so that you have all of the information about your sales agents and your prospects at your disposal at all times. The end result? A call center that is much more productive, intelligent, faster, and more successful at closing deals.
