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Connecting directly with customers and prospects is an important element of outreach for any business. When revenue depends on an effective outbound campaign, the predictive dialer makes a significant impact on the cost per call, productivity and overall outcomes. All of this activity also has to be managed, especially when there is quality information to capture. Is it possible to identify and leverage the best of both worlds?

It is in the insurance sector. The Lead Depot (TLD) CRM was developed specifically for small- and medium-sized insurance agencies. A web-based turnkey solution with a full CRM system, TLD CRM offers integrated VoIP, automated dialer integration, real-time reports and monitoring, verification call digital recording, email drip campaigns and automated lead reporting. 

To best capture as much information on calls in any given day, however, agencies rely on the predictive dialer. The power dialer in this solution is compatible with Five9 (News - Alert) and Genesys to deliver optimal outbound call performance so the agency can achieve the lowest possible cost per call. With real-time reporting on phone activity, sales and lead transactions and agent benchmark comparison, agencies putting this solution in place have complete visibility into the progress of their calling campaigns.

Plus, agents no longer have to spend time waiting for a phone to be answered or the answering machine to pick up the line. A predictive dialer offers so much more than simply outbound capabilities. The solution is designed to best anticipate agent availability and then launch the start of the calling process according to these estimates. As a result, agents have next to no downtime and calls connected to the live individual are the only ones taking up the agent’s time.

Integration into a CRM solution means that the information captured in the conversation with the live individual can be archived and used for a number of business benefits. For instance, the individual may prefer to only receive calls after 5 p.m., or they have a preference in an enhancement to a product they would like to see become available. While the former will contribute to more successful interactions in the future, the latter is used as business intelligence to improve upon current products.