The Koncert Dialers December'24 Release includes enhancements that will bring you a better Koncert experience.
The topics are as follows:
Quick display of call disposition pop-up
▼ Lists
Enhanced Call Management with Call Rhythm Control
Dialing Session
Quick display of Call Disposition pop-up
The Call Disposition pop-up has been enhanced to provide a more streamlined and informative user experience. The updated version now displays key details about the connected Prospect in a row format at the top of the Call Disposition pop-up, making it easier to access relevant information upon connect.
Lists
Quick Lists
Koncert has added a new Quick List feature called Prospects Who Didn’t Answer Today, designed to streamline the dialing process by targeting prospects who were not successfully connected.
This feature is available by default in the Lists tab and the Summary Settings panel for CRM organizations.
Prospects Who Didn’t Answer Today – This list automatically includes all prospects called but not connected with on the current day.
Timeframe Selection:
When you click Begin Import, a pop-up allows you to select a timeframe such as Today, Yesterday, Last Week, 2 Weeks or Custom Date (choose up to a month duration).
The list name will be updated based on the selected timeframe. For example, selecting Last Week will rename the list to Prospects Didn’t Answer Last Week in the Lists tab once imported.
If you import this list to the Dialing Session tab and dial a session, only the activity will be created for the Quick List.
Benefits:
- Customizable Timeframes: Provides flexibility in reviewing missed connections over different periods, aiding in better prospect management.
- Enhanced Sequence Management: Keeps prospects in active Sequences visible, simplifying the process of identifying and following up on missed connections.
Analytics
Schedule Automatic Reports
This update introduces a default scheduling system for key reports – All Calls, Executive Summary, and Talker Call Disposition, which is automatically added and initiated during onboarding. Automated scheduling reduces manual effort and ensures consistent delivery of essential performance reports.
User and Manager Integration: All users and managers will be automatically included in the Choose Users dropdown. Admins and Managers will be automatically included in the Send To dropdown, ensuring they receive the scheduled reports.
Scheduling Automatic Reports: Reports will be auto-scheduled to be sent every Monday at 9 AM EST. Scheduled reports will be sent to an Admin and Managers in the organization. The reports will cover data from the previous week, providing insights into user performance metrics.
Dynamic Updates: If a user or manager is made inactive, they will be automatically removed from the scheduled list.
Administration
Enhanced Call Management with Call Rhythm Control
We are excited to introduce a new feature, Enable Call Rhythm Control, available under the Company Setup tab. This feature empowers administrators to regulate the pacing of outbound calls to prospects, ensuring an organized and customer-centric approach to communication. The Info icon, displaying the description of this feature when hovered over, is available.
The Call Rhythm Control feature includes the following capabilities:
Enable/Disable Call Rhythm Control: Administrators can choose whether to enable this functionality. By default, the option is set to No, ensuring that existing workflows remain unaffected unless this feature is explicitly activated. When enabled, the following options will be available for configuration.
- Number of Attempts per Day per Phone Field: Administrators can set a specific limit on the maximum number of call attempts that can be made to each of a prospect's phone fields within a single day. The maximum number of attempts per day is 10 per phone field. For example, if the setting is configured for 3 attempts per day per phone field, no additional calls will be made to that phone field once the limit is reached.
- Time Gap Between Each Attempt: Define the minimum interval between consecutive call attempts. This feature provides a controlled rhythm for dialing, allowing adequate time between calls.
Available Timeframes:
-
- 15 minutes
- 30 minutes
- 1 hour
- 2 hours
- 4 hours
- 8 hours
Settings Summary View:
Once the Call Rhythm Control is enabled, the configured setting (such as the number of attempts per day and time gap between attempts) will be visible in the Settings Summary window. This view is non-editable, providing a quick snapshot of the applied configuration.
Example Configuration:
- Enable Call Rhythm Control: Yes
- Number of Attempts per Day per Phone field: 3
- Time Gap Between Each Attempt: 1 hour
In this configuration, prospects will be contacted a maximum of three times per day per phone field, with at least a one-hour interval between each attempt.
For Users and Managers: The Info icon, guiding the Users and Managers to contact their administrator to modify these settings, is available.
Benefits of Call Rhythm Control:
- Improved Call Pacing: Maintain a balanced approach to customer communication by preventing frequent or overlapping call attempts.
- Enhanced Customer Experience: Ensure prospects are not overwhelmed by excessive contact attempts.
- Operational Efficiency: Streamline outbound call strategies, focusing on quality interactions rather than quantity.
- Compliance with Best Practices: Align call strategies with industry standards and avoid practices that may lead to customer dissatisfaction.
Workspace
Workspace Navigation
Koncert introduces a new feature for admins with active licenses. When logging in via app.koncert.com, admins will be redirected to the Koncert Dialers portal with a banner prompt providing clear instructions on how to navigate to the Workspace page from the Koncert Dialers portal.
This ensures admins can easily switch between the Dialers portal and Workspace, enhancing the user experience. The banner is designed to automatically disappear after 10 seconds.
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.