Agent Assisted Dialer is a cloud-based power dialing software with Live Conversation Automation (LCA) technology. Designed and developed for Sales Reps and Sales Managers. Here, Dialing Agents play a major role in connecting Sales Reps with prospects through the hierarchy of Receptionists, GateKeepers, IVRs, etc. Once the call is connected to the Prospect, the Dialing Agent will immediately transfer the call to the Sales Rep.
- Agent Assisted Dialer allows Dialing Agents to takeover Sales Reps non-productive outbound calling activities (such as auto-dialing numbers in the list, talking to receptionists and gate-keepers and leaving voicemails) to increase the productivity of Sales Reps by connecting them only with live prospects.
- The patented technology provides Sales Reps the control and visibility into the automated dialing process. It allows Sales Reps to view, select, and deselect records during the dialing session.
- The Local Presence Caller ID greatly increases the opportunity to speak with prospects.
- Before, during, and after the conversation, the Sales Rep can review and update the prospect’s sales notes. After the call, the Sales Rep can resume the dialing session on demand.
Specific Settings required for AAD dialers:
The article is divided into two main sections:
Specific Settings required for AAD Dialing:
- Voicemail - You can record and set the Voicemail which needs to be dropped by the Dialing Agents. The agents will drop the selected Voicemail, in case there is a trace of Voicemail on the Call, only if the Voicemail toggle is turned on here.
- Dialing Instructions – Dialing Instructions are for Dialing Agents to use when asked by Operators or Gatekeepers, who you are, where you are calling from, or what the call is regarding during an Agent Assisted Dialer session. Dialing/call instructions can be configured for the call list from Settings Summary window.
NOTE: The Instructions for Dialing Agents is a mandatory field and hence valid dialing instructions must be provided. If this field is left ‘blank’ and when clicking the Start Session button, an alert message below will be displayed. Click OK and enter the instructions to pass through.
How to Use AAD dialing in Koncert
To initiate dialing with Koncert, simply connect to the Phone Bridge and click the Start Session button. Once you have clicked the Start Session button, the dialing session will be initiated and the contacts in the list will start to be dialed by the dialing agents.
In case if there is no Dialing Agents are available at that time, the below alert will be displayed when clicking the Start Session button. The pop up will stay upto 60 seconds. You can close it. When the Dialing Agents are available, then pop up will be automatically closed.
Once the Dialing Agent starts dialing, you will encounter two scenarios: either connect with a prospect, or they don’t pick up.
Scenario 1: Prospect Doesn’t Answer
If the Dialing Agent is unable to connect with the prospect, for instance due to an incorrect phone number or no answer, the agent will hang up the call and log an appropriate call disposition.
For voicemails, the Dialing Agent will automatically send the chosen voicemail message and then hang up, logging an appropriate call disposition.
In the case of IVR, the Dialing Agent will navigate through the phone tree to attempt to connect with the prospect. If a connection is made, the call will be transferred to the user; otherwise, the hang the call with an appropriate call disposition
Below are the dispositions available for the Dialing Agents:
- Call Attempted
- Went to Voicemail
- IVR - Name not on the directory
- OPR - Name not on the directory
- Reached Gatekeeper - Call not transferred
- Wrong Phone Number
- No Longer with the company
- Left VM (By DA)
- Do Not Call
- Talker Busy Call Not Transferred
- No Answer
- Line Busy - Call Back Later
- Call Disconnected
Scenario 2: Prospect Answers
Once the call is connected to the Prospect, the Dialing Agent will immediately transfer the call to the Sales Rep. Also, the Call Disposition window will pop up, where the Sales Rep can speak with the prospect and enter the disposition.
You can refer to the Call Disposition pop-up for detailed information on logging call disposition.
Where can i see my metrics?
The dialing information and metrics on the session will be reflected in the metrics across all the reports in the Analytics module
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.