Outbound calling campaigns help businesses reach a variety of goals. They are used to generate and nurture leads, conduct research, collect donations, and notify customers of important information such as emergency closures, promotions, or events.
Regardless of the purpose, outbound campaigns are a numbers game. Since the average cold calling conversion rate is only around 4.8%, sales campaigns have the most success when large numbers of leads are contacted.[*] Similarly, in order to optimize research and political campaigns, many phone calls must be made in a short amount of time.
Automated outbound calling streamlines the outgoing campaign process, allowing agents to reach as many prospects as possible while still providing a personal touch. Read on to find out what automated outbound calling is, along with benefits, best practices, top providers, and more.
- Overview
- How Does It Work?
- Features to Look for
- Benefits
- Use Cases
- Do’s and Don'ts
- How to Set Up
- Best Solutions
What is Automated Outbound Calling?
Automated outbound calling is a phone system feature that optimizes outgoing sales and service calls by eliminating manual dialing, automating after call work, and providing a variety of dialing modes to improve lead list penetration.
The most common automated outbound calling tool is an auto dialer, which places outbound calls based on predetermined lists and connects answered calls to live agents according to availability and algorithms.
Automated dialers boost agent productivity , reduce human error, and increase operational efficiency.
How Does Automated Outbound Calling Work?
Automated outbound calling combines contact center automation with the efforts of human agents to increase efficiency and improve the overall customer experience.
Automated dialers place calls to uploaded lead lists, existing customers, or other contacts. Dialers can be customized to hang up if the number is disconnected, automatically leave messages via voicemail drop, or route answered calls to live agents according to preset rules and agent skills.
There are different types of automated outbound dialers that serve different purposes. Some place multiple calls simultaneously, while others place calls one at a time.
Here’s a quick look at different types of dialers:
- Predictive: Uses AI and algorithms to determine when the next agent will be available and begins dialing before an agent ends the current call
- Power: Automatically dials a new number as soon as a call ends and can dial multiple numbers at once
- Progressive: Automatically dials a new number as soon as a call ends
- Preview: AAgents manually accept calls and can review displayed contact information and CRM data before being connected to the live lead/customer
- TCPA Compliant: Allows agents to manually select the contacts to be dialed
Aside from auto dialing, other outbound calling automations include voicemail drop, voice bots, and automated SMS/e-mail follow ups. Managers use CCaaS software to create workflow automations that include a trigger, conditions, and an action to be completed automatically.
For example, a daycare calls every parent to inform them of an upcoming event. Automation software uses natural language processing to detect when a parent requests more information, and in those cases, an email is automatically sent out after the call ends.
Features to Look for in Automated Calling Software
There are several automation features that are helpful in conducting successful outbound calling campaigns. The best features will depend on specific campaign goals.
Here are some automated calling software features to be aware of:
- CRM integrations: CRM systems can be used to create phone number lists and display contact information to agents before and during calls
- Compliance management: DNC list management, consent tracking, and customizable call schedules are used to ensure compliance with local regulations
- Reporting and Analytics: Real-time KPI tracking for average handle time, number of hang-ups, average wait time, and percentage of conversions helps managers to assess the success of an outbound campaign
- Voicemail Drop: Leaves a pre-recorded voicemail message in every voicemail box that is reached during auto dialing
- Outbound IVR: Once an auto dialer connects with a customer, the call is routed based on agent skills and availability with the option to play custom content or music while the call connects
- Dynamic scripting: Supervisors can create personalized call scripts with values (name, purchase history, etc.) that are automatically filled in using information from a customer database
- Conversational AI Voice Bots: AI-powered bots use NLP to interact with customers in spoken language
- Voicemail box detection: Auto dialer is able to detect when a voicemail system answers, and can be customized to disconnect, play a prerecorded message, or route to a live agent according to preset rules
- Predictive timing: AI and ML tools analyze customer data and other metrics to determine the best time to make outbound calls
- Customer segmentation: Enables managers to separate a call list into segments based on customer preferences, geographic location, interaction history, etc. and create different routing rules accordingly
Benefits of Automated Outbound Calling
Automated outbound calling is not meant to replace live agents, but to give them more time fo focus on making personal connections and increasing customer engagement.There are several benefits to automated outbound calling, including:
- Increased agent efficiency: Auto dialers ensure that agents are only connected to live leads, reducing idle time
- Improved customer satisfaction: Auto dialers can route calls to the agents best suited to assist prospects and clients, resulting in higher CSAT scores
- Increased sales: Auto dialers help call centers to reach more prospects, resulting in more conversions
- Decreased agent burnout: Automations take over repetitive tasks such as outbound dialing and data input, meaning agents avoid tedious work that causes burnout
- Increased brand recognition: Auto dialers help companies reach more prospects resulting in better brand recognition and increased engagement with target audiences
- Cost-effective: More efficient outbound calling combined with voice bots taking over routine calls means that less agents are needed overall
Automated Outbound Calling Use Cases
Outbound calling automations can be used in a variety of ways and in many different industries. It can be used in both outbound call centers and blended call centers.
Here are some use cases for outbound calling automation in outbound and blended call centers
- Sales: Sales teams can use auto dialers to reach more prospects without worrying about misdialing or busy signals
- Debt collection: Preview dialers enable finance firms to reach out to large numbers of debtors while displaying their information to agents before and during the call
- Promotions and product launches: Progressive dialers enable companies to reach large numbers of people while still personalizing customer interactions via segmentation
- Conduct research: Automated workflows can be used to disseminate customer surveys and collect vital customer information
- Announcements and reminders: Auto dialers, voicemail drop, and mass texting can be used to send out medical appointment reminders, unexpected closure announcements, and more
- Fundraising and political campaigns: Predictive and power dialers can be used to reach a large number of people in a short amount of time, ideal for fundraising and political campaigns
Do’s and Don'ts to Keep in Mind
Automated outbound calling combines many different technological tools and live agent support into one overarching contact center strategy. Here are some best practices to keep in mind when implementing a successful automated outbound calling campaign:
Do
- Prepare a script or list of talking points: Scripts and talking points help agents stay on track and ensure consistency in interactions, but agents should be given leeway to make adjustments and maintain a human element
- Personalize each interaction: Use CRM integrations and preview dialers to help agents tailor every conversation to that contact’s preferences
- Segment your call list: Customer segmentation can provide data on the best times to reach out to contacts as well as preferred communication channels
- Use workflow automations: Automating follow up emails, call notes, tags, etc. allows agents to focus on prospects and customers, increasing efficiency
- Keep call lists updated: Outdated call lists can result in duplicate contacts or out of service numbers, wasting company time and money
Don’t
- Overuse pre-recorded messages: Pre-recorded messages are helpful in situations like announcements and alerts, but people generally prefer human interaction
- Ignore other communication channels: Automated calling campaigns should integrate with other communication channels like email or SMS
- Break compliance laws and/or regulations: Most countries require companies to respect Do-Not-Call lists, provide a CLI, or follow other regulations when conducting outbound campaigns
- Call at the wrong time: Avoid excessive calls, late-night calls, and early morning calls. Instead, contact leads in the mid-to-late afternoon and towards the end of the week
How to Set Up an Automated Calling Solution
Setting up an automated calling solution doesn’t need to be complicated, but as an important part of your communication strategy, it should be done with care and consideration. Here’s a quick step by step guide to ensure your automated calling solution serves the needs of your business.
- Identify business goals: Think through your company goals, as these will determine what kind of software you will need and which dialing strategies to employ. If your goal is to increase productivity, you might focus on workflow automations, voice bots, and predictive dialing. If your goal is to improve customer experience, focus on preview dialing, customer segmentation tools, and omnichannel outreach
- Select a provider and prepare a calling list: Based on your industry, company size, budget, and needs, select a CCaaS platform or automation software provider. Create a call list for your outbound campaign using customer data, lead generation, or other contact lists. If desired, segment your list based on customer preferences, location, purchase history, etc.
- Prepare call script, workflow automations, and integrations: Before beginning your campaign, come up with a script or talking points for agents to use when they reach out to contacts. Provide clear options for recipients to opt in or opt out to ensure compliance. Set up any workflow automations, such as follow ups or call summaries, and CRM integrations that will be used in your outbound campaign.
- Test and implement: Before officially launching your campaign, A/B testing can be used to compare the effectiveness of different call schedules, scripts, and caller ID customizations.
- Monitor campaign metrics and make adjustments as needed: Once your campaign is in progress, continue to monitor agent performance and key metrics to identify and address issues as soon as they arise. Additional training and in-call coaching can be provided for struggling agents, and strategies can be adjusted as needed. For example, if auto dialers are reaching an unusually large number of answering machines and automatically disconnecting, you may decide to start leaving pre-recorded voicemails instead, or send out text messages.
Best Solutions for Automated Outbound Calling
The cloud-based CCaaS platforms listed below are highly rated and provide a wide range of outbound calling features including auto dialing software. The phone system providers listed below also include inbound calling and other VoIP telephony features.
| Provider | Price | Automated Dialers Offered | Other Outbound Calling Features | Best For |
| Dialpad | $70-$170 per user/month | Power dialer |
|
Sales teams that need advanced agent training tools |
| RingCentral | Starts at $65 per agent/month | Progressive, predictive, TCPA Safe, and preview dialers |
|
Healthcare organizations that need a high level of security |
| Five9 | $175-$325 per user/month | Predictive, Progressive, Power, Preview, TCPA Safe, and STIR/SHAKEN Certified dialers |
|
Financial and Debt collection institutions that need to ensure compliance |
| 8x8 | Quote-based pricing | Preview, progressive and predictive dialers |
|
Global blended contact centers that need international calling capabilities |
| CloudTalk | $25-$50 per user/mo. | Predictive and power dialers |
|
SMBs that need an affordable and compliant solution |
How To Choose An Automated Outbound Calling Provider
Selecting the best automated outbound calling solution for your contact center is dependent on your goals, business needs, call volume levels, industry, and budget.
First, decide what dialing mode will work best for your contact center (preview, predictive etc.), as well as what other communication features and channels you will need. Consider the applications, software, and hardware you’re currently using, and find a provider that offers integrations and compatibility with your existing systems.
When researching providers, remember to take ease of use and customer support effectiveness into account. Free trials and current user reviews offers insight into the user experience, ensuring thatyour onboarding process is as seamless as possible.
