Productivity is the key to success for any modern call centre. High-volume call centers are up against spam blockers, caller IDs, voicemails, and other technologies that see their agents waste precious time dialing, redialing, and listening to the phone ring. It may only take a few seconds on every call, but over time, those seconds add up to hours of idle time that could have been used selling. 

 Fortunately, modern technology has come up with an answer. Multi-line dialers can reduce idle time in call centers significantly by dialing several numbers at once and connecting agents as soon as a prospect from their list answers. These dialers usually have an AI component that makes them even more effective at filtering bad numbers, detecting when a call has gone to voicemail or when there is no answer. Over time, the software will continuously try to reach a live connection and only then send the call the agent’s way- so your agents never have to wait to connect to a potential sales call. 

 But while multi-dialers provide the volume you need to boost productivity (and sales), a multi-dialer may not be enough on its own. If you really want to take your call center to the next level, you need to look at sales engagement tools as well. In this article, we’ll explore the effects of combining a multi-line dialer with an innovative sales engagement platform to accelerate sales. 

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Multi-Line Dialers in a Nutshell

 A multi-line dialer moves through an agent’s list of leads by dialing an optimal number of phone lines simultaneously before routing all answered calls to the agent. Once the call is answered, the contact information pops up on the sales rep’s screen. 

These dialers use Automatic Machine Detection (AMD) to distinguish between live answers and answering services and enable automatic voicemail drop. This reduces idle time and allows for a significant amount of calls to be placed, even with a smaller team of sales agents. 

 While this really boosts productivity, call centers that really want to boost their revenues need to pair their multi-line dialer with a sales engagement platform like SalesLoft. 

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Combining a Multi-Line Dialer with Sales Engagement 

Multi-line dialers have a very specific purpose, namely connecting agents to as many calls as possible. Adopting a multi-line dialer alone will boost your revenue because a larger volume of calls is handled, which logically leads to more opportunities to sell. However, multi-line dialers aren’t a guarantee of quality interaction. Handling a high volume of calls may even mean that quality may slip. Sales reps may forget to follow up or skip a few steps. A sales engagement platform is a key to ensuring that your interactions are always of the highest quality, even at a high volume, by automating sales tasks, reminders, follow-ups, and prospect updates. Tools like SalesLoft can transform a call center, especially when used in conjunction with a multi-line dialer. 

 

What is SalesLoft?

 SalesLoft is a cloud-based sales engagement platform that is used to streamline the sales process by way of integration (with communication channels and tools), sales messaging management, sales messaging materials, and automation. It equips sales reps to close deals through personalized emails, calls, meeting requests, and text messages. SalesLoft also reduces administrative duties for sales reps because tasks are automated and standardized, leaving them to focus on what matters the most, while managers can enjoy the benefit of detailed analytical capabilities and reporting tools. 

 

Benefits of Using a Multi-Line Dialer with SalesLoft

Both a multi-line dialer and SalesLoft can be bought as standalone products. However, call centers can maximize their revenue and productivity if they use the tools concurrently. Multi-line dialers form part of the SalesLoft all-in-one platform, which can be integrated with your CRM (e.g., Salesforce). There’s no need to purchase multiple packages or solutions. 

 Here are just a few of the benefits of using a multi-line dialer with SalesLoft: 

 

1. Reduce Wasted Time in the Organization 

 Sales reps are under immense pressure to speak to as many customers as possible in a single day, but that’s not all it takes to close a lead. Quality conversations, additional information, reassurances, and regular follow-ups may be required. Sometimes a lead isn’t ready to close on the first call, requests a callback, or needs to view a demo before they decide. This can result in a real juggling act for reps that have to track meetings, demos, callbacks, and follow-ups. SalesLoft can automate these tasks so that reps don’t have to rely on their notes (or memory) to nurture or contact leads as required. Reps can focus on the task at hand. There’s also no need to waste time repeatedly contacting leads that aren’t answering; reps can schedule automated follow-ups and sales cadences that keep leads from going dark without putting in too much effort unnecessarily. 

Your multi-line dialer will also save time wasted listening to dial tones and voicemails, and manually dialing numbers. The dialer will use machine learning to determine the optimal number of lines to ring at the same time. It will automatically detect when it’s reached a voice mailbox or answering service so that agents are only connected to actual customers that are ready to speak. In high-volume call centers, using a multi-line dialer with SalesLoft can cut hours of unproductive or unnecessary work from your sales reps’ day. 

 

2. Combine Calls with Other Communication Channels

 A multi-line dialer boosts the number of phone calls a rep can make dramatically, but not all prospects want to engage over the phone. SalesLoft enables sales reps to adopt a multi-channel approach, including the ability to send emails or social media messages. Templates can be created and shared, as wellas and personalized through custom text fields. If a customer doesn’t respond to a phone call, reps can use a number of other channels to get in touch, like email or SMS texting.

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3. Communication Management

Using Salesloft and a dialer combines all communication activities, including email and phone calls, in a single platform. Sales reps can execute call lists automatically, while built-in call recording can be accessed by managers for quality control. The multi-dialer will automatically detect and populate time zones, which means that callers are reached at the right time, which increases engagement and avoids annoying customers by calling at an inconvenient or inappropriate times. Salesloft also has an excellent call collaboration feature. If the dialer connects a sales rep to someone who requires more assistance than they can give, the rep can easily invite another team member onto the call in progress or transfer it. 

 

4. Use Machine Learning and Data to Your Advantage

Your multi-line dialer will use AI to avoid busy lines, screen out spam and fraudulent numbers, and only dial according to the appropriate time zone. The dialer will also use voicemail detection to ensure that reps are only connected to live prospects and not automated voice responses. It will learn more about your call center over time to determine how many calls can be fielded by the agents, how long the calls last, and how many numbers can be dialed simultaneously to keep the flow of calls at an optimal level. These insights can be used to streamline operations and make valuable staffing and hiring decisions and forecasts. Salesloft also has robust analytical and reporting capabilities. Data can be used to determine the ideal time to make calls or send emails, and it will measure the reply and conversion rates so that companies can tailor their efforts accordingly and close more deals. 

 

5. Reduced Costs 

The easier way to realize more revenue isn’t hiring more staff is using the right tools. Both Salesloft and a multi-line dialer save time, which means that call centers can achieve the same (or better results) with a reduced staff component. Teams will see better results with less effort. Companies can also use the insights they’ve gained from using Salesloft and the dialer when they are scaling up because they will know exactly how many agents are needed to hit their call and revenue targets. 

 

6. Coaching To Close More Deals

Remember the juggling act we spoke about earlier? Salesloft can help sales reps out by giving them reminders, recommendations, and a Coach-to-Close workflow that managers can use to coach reps through problematic stages of high-risk deals. Managers will also have real insight into how sales reps are progressing through the conversion process and whether or not they need help hitting their targets. This not only helps companies close more deals but can be a real morale booster because reps know they have help when they need it. 

7. Integration with CRM

The good news is that you don’t have to switch to a new CRM system. Salesloft integrates directly with Salesforce. All of your Salesforce data will sync with Salesloft and vice versa so that you always have up-to-date information at your disposal from a single source of truth. There’s no need to log in and out of different systems. Agents can keep working on the familiar Salesforce platform as usual. 

Final Thoughts 

To use a racing analogy, multi-line dialers can bring more prospects through the gate, and SalesLoft can take them across the finish line. Both tools will have a significant impact on your revenue and productivity on their own but combined, they are even more powerful. The multi-line dialer will reduce wasted time and connect sales reps to more calls (and calls that are answered every time). Salesloft, on the other hand, will automate the tasks reps need to close and nurture leads, including scheduling follow-ups, demos, and check-ins. It can also bring additional capabilities to the call center, including personalized multi-channel outreach messages that will boost engagement and interaction with your prospects. On their own, these tools are useful. Together, they are unstoppable.