Automated Outbound Calling: How to Set Up + Top Solutions

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?
• Types
• Features to Look for
• Benefits
• Use Cases
• Outbound Campaigns
• Do’s and Don'ts
• How to Set Up
• Compliance
• Best Solutions
• FAQs

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.

Types of Automated Dialers

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.

Predictive Dialer

Predictive dialers use AI and algorithms to determine when the next agent will be available and begins dialing before an agent ends the current call. The benefit to predictive dialers is that there is no downtime between calls and many more potential customers can be reached by each agent, increasing conversion numbers. The downside is that predictions are not exact and a call may connect before an agent is ready.

Power Dialer

Power dialers automatically dial a new number as soon as a call ends and can dial multiple numbers at once. The dialer senses when an answering machine picks up and will only connect live calls to agents. Like predictive dialers, power dialers save agents time, and eliminate misdials, but can result in hold times as power dialers do not allows for breaks in between calls.

Progressive Dialer

Progressive dialers automatically dial a new number as soon as a call ends. They won't reach as many people as power or predictive dialers, but there will be no hold time for potential customers. The downside is that it may take a while for the dialer to connect the agent with a live call. This, however, allows agents to have a break in between calls in order to complete any manual after-call work that is needed.

Preview Dialer

With preview dialers, agents manually accept calls and can review displayed contact information and CRM data before being connected to the live lead/customer. Preview dialers give agents time to prepare for each call with relevant information such as purchase history, previous service history, location, etc. Preview dialers are best for companies that want to prioritize personal customer service.

TCPA Compliant (Manual) Dialers

TCPA compliant dialers allows agents to manually select the contacts to be dialed. Manual dialers will comply with even the strictest regulations surrounding "robocalls". Although not as productive as other auto dialers, TCPA compliant dialers still eliminate misdials and reduce human error, making call centers more efficient.

Other Auto Dialers

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

Types of Outbound Campaigns

Auto dialers help companies streamline outbound campaigns by creating contact lists, predicting workforce needs, scheduling follow-ups, building call flows, lead nurturing, and more. Here are some of the types of outbound campaigns that can be optimized with auto dialing.

• Sales Campaigns: Companies input a lists of leads and set parameters such as how much time agents will have in between calls. Power dialers and predictive dialers are best for sales campaigns
• Appointment Reminders: Auto dialing software can be used to create a voice bot that will automatically call patients the day before (or day of) their scheduled appointment
• Customer Surveys and NPS Collection: Auto dialing software is often used to automatically send a customer satisfaction survey after every call, reducing after call work and obtaining vital data
• Collections and Payment Reminders: Preview dialers give collection agents necessary information such as the amount of the debt owed in real-time
• Market Research and Polling: Auto dialers allow market researchers to survey large numbers of people with less bias than manual campaigns
• Political and Fundraising Campaigns: Progressive dialers are best for fundraising and political outreach as they don't rush calls and reduce the more tedious work of dialing, allowing agents to focus on building relationships

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 

Don’t

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.

1. 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
2. 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.
3. 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.
4. 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.
5. 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.

Compliance and Legal Considerations

When starting any outbound calling campaign, you will want to take local regulations and federal law into consideration. in an attempt to protect consumers from scams, fraud and other unwanted, robocalls have been outlawed. Auto dialing is permissible in most states, but companies should be aware of relevant federal state and local statutes.

TCPA and GDPR overview

The Telephone Consumer Protection Act (TCPA) was enacted in 1991 in the United States to restrict telephonic solicitations. The TCPA limits automated dialing systems, prerecorded voice messages, and unsolicited text messages. According to the TCPA, businesses are required to obtain written consent before attempting contact, and must keep an up-to-date DNC list.

The General Data Protection Regulation (GDPR) is similar to the TCPA but protects consumers in the EU and EEA. It requires consent before any data collection and also requires that consumer data be deleted if a request is made. Companies must also take appropriate measures to protect data and keep it secure and safe from breaches.

Importance of Opt-Ins and DNC lists

Every company must obtain written consent before reaching out to a lead or consumer. Companies may obtain this consent by asking consumers if they would like to "opt-in" to future marketing. Companies must also keep a Do Not Call (DNC) list and update it regularly to be in compliance with the TCPA which enables consumers to place themselves on a federal DNC list at any time. Calling someone on a DNC list could exposed the company to liability.

Call Recording Disclosures

Call recording is also regulated at the federal, state, and local level. Depending on the location, recording a call may require consent from one party, two parties, or all parties. If you know you are in a "one-party" location, and you will only be calling people in that location, it is not necessary to disclose the fact that you are recording. However, due to the fact that remote and mobile work is becoming more popular and it is difficult to be sure what the law is in every locale, best practices dictate that call recording is always disclosed, and all parties are given the option to stop the recording.

Time-of-Day Restrictions

Some states and counties have time of day restrictions, such as no marketing calls after 6pm. Best practice would be to look up time of day restriction in your area and end calling efforts well before the cutoff. Calling during weekday business hours is generally safe.

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.

Before we get to the overview, here's a look at what providers might be best for some specific business needs:

• Best for SMBs: CloudTalk offers affordable pricing plans that include both a smart and power dialer along with call campaign management and mandatory call tagging
• Best for Enterprises: RingCentral offers a high level of security with MFA, SSO, ad E2EE as well as many advanced features such as AI-powered automations and call summaries to help large companies increase productivity and efficiency while keeping data secure
• Best for AI features: Dialpad has invested decades of research into its award winning LLMs. Innovative AI-powered features such as Custom Moments and AI Live Coach Cards are included in most plans along with a Salesforce enhanced power dialer
• Best for International Teams: 8x8 includes unlimited calling in over 48 countries, making it a great choice for global companies
• Best for Flexibility: Five9 offers 6 different types of auto dialer with numerous customization options. Its platform is also easy to scale

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 that your onboarding process is as seamless as possible.

Here are some providers to consider for specific goals and considerations:

• Scalability and Load Handling: If you are planning on scaling, look for a provider that accomodates larger numbers of agents and calls. RingCentral has both affordable options and a robust contact center solution that can handle large volume outbound calling
• Compliance & Security: To avoid costly data breaches, look for security features such as firewalls and single sign-on and compliance certifications such as GDPR and HIPAA/HITECH. Five9 offers many different types of auto dialer including a TCPA compliant auto dialer. Five9 also offers many security features such as data encryption
• Support and Onboarding: Onboarding and technical issues can be time consuming and very costly if handled incorrectly. Dialpad offers 24/7 support for all users with onboarding assistance and AI-powered chatbots
• AI and Automation Capabilities: AI automations help businesses to improve customer service, streamline operations, and remain relevant in saturated markets. 8x8 has an advanced CCaaS suite with AI-enabled self-service and AI-powered analytics
• Pricing Transparency: Providers that are upfront about their pricing are less likely to overcharge. CloudTalk offers transparent pricing and some of the most affordable plans in the auto dialing space

FAQs