Telemarketing! dialers, lists, scripts consulting!

[Raymond B]

This thread is going to be a very long traning thread on telemarketing...My name is Raymond Bartreau and I have my own 24 man call center here in NV and we have been generating refinance and purchase leaeds for over 5 yrs. During this time we have emerged as one of the leaders in tele marketing.

I am going to share with the board a ton of free training an anything from data to dialers to scripts. Over time we will have a great thread to learn from with the Q and As that will arise from it.

Now that I have indtroduced myself lets let the training begin....

[Raymond B]

I wanted to offer some advice on dialer systems now that a lot of us are getting back to making dials for dollars again.....

DIFFERENT TYPES OF DIALERS

Hardware Predictive Dialers

Definition: The predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it predicts will be available when the calls it places are expected to be answered.
English: A predictive dialer is a computerized hardware system that automatically dials batches of telephone numbers on multiple lines for connection to agents assigned to call stations. Predictive dialers are widely used in call centers and are very effective when ran correctly.

My favorite type of Predictive dialing is the hardware based systems that have NO VOICE RECOGNITION. This is a program that causes a slight delay due to the software trying to figure out which calls are reaching live people. It is designed to eliminate disconnects and answering machines. However from my experience you loose about 35% of you’re “pitch able connects” due to the customer saying hello twice. In my office we use a 6 man dialer that calls out on 8 phone lines. My reps pitch 100% of every person that answers the phone because they hear the call ring into the home owner. Each six man dialer should be able to generate about 30-40 mortgage leads per day.


Hosted predictive dialers

Hosted predictive dialers (aka: Web-based predictive dialer, or VoIP Predictive Dialers) use the hosted servers in their model to provide organizations and individuals with a predictive dialer capability without having to buy expensive hardware or phone systems.

Pros:-No required investments in computer or telephone hardware
-No required investments in software or licenses
-Administration and support are handled by the service provider
-Links into the system are remote, enabling agents and supervisors to connect from any location
-Software updates and upgrades included.

Cons:
-Service is dependent on an internet connection; when the internet goes down, so does the service
-Providers using VOIP as their primary delivery method experience limited reliability and performance. There are services with analog phone capabilities but they usually limit you to a certain computer. The services that offer a full VOIP are usually a fix cost and unlimited dialing capabilities.


Auto Dialer

Definition: An auto dialer is an electronic device that can automatically dial telephone numbers to communicate between any two points in the telephone, mobile phone and pager networks. Once the call has been established (through the telephone exchange) the auto dialer will announce verbal messages or transmit digital data (like SMS messages) to the called party.

English: the key technology for auto dialers is the ability to detect the difference between a live human pickup and answering machine or disconnect. These are a little outdated with the newer predictive dialers and hosted services being so much better. I don’t know of any auto dialers that can come close to the basic predictive solutions out there.

OVERVIEW and CONCLUSION

With over 8 years of dialer experience in different sized call centers I have come to one major conclusion in dialing as we know it. Predictive dialing is the absolute best way to go. I use the 6 agents x 8 lines per dialer method because my reps get to pitch every single person. This model is great for the small to midsized operations. The nice thing with my hardware systems is that you can stack multiple dialers on one computer so growth is pretty inexpensive in comparison with some autodialing systems that require a computer at each station.

The Auto dialers are almost a thing of the past. The only settings they are good for is big call centers that have 100s of agents and really need to use the Voice Recognition. Due to big payroll costs. These centers have to be only talking to live people even if they loose 35% of the pitches due to the delay. These are not good fro small to mid size operations.

The one down side to the predictive dialers is that they are an investment. They can be costly and for most small business it’s hard to come up with the capitol for a system like this. What I suggest for shops like this is to start out using a cheaper hosted service until you make enough to invest in the in house system. Hosted dialing can be very good but it’s still just a stepping stone to the hardware systems.

There will be a lot of questions about this topic I’m sure and I invite you to post them here.

Thanks!

[fpforum]

Interesting. I didn't know there were 3 different types of dialers!

[Raymond B]

With all the variations of dialers there are even more than that. The most common dialer service recently is the Hosted Predictive Dialer services. They allow even a single agent to log in or hire a TM to log into a website and start dialing a preloaded list of renters that make a good income. I loved the service so much I bought the entire plat form. You can view a FREE quick tour of the single man hosted dialer here...

Magnalogix

This thing runs fast and eliminates all the disconnects and answering machines. No contracts, no set up fees. You just have to like to cold call or have hire someone that does. I normally help my clients with that part.

Dialers flat out work if you put in the time.

[BrokerConnect]

Bad Advice.....
We found this topic online and read about the hosted dialer solution mentioned. Too slow, not enough features, and too expensive.

We have seen true dialers work and your right, they will work wonders, especially for lead generation.

We are trying another solution and will keep you posted on our progress.
Company: Powered Marketing Inc. This system works much better.


Let me know please,

BC

[Raymond B]

Ok well i didn't read that response until today for some reason I never got an auto response or i just missed it. In any event here is my response.

You said that the hosted service is too slow per something you read on line. Do you know that there are many solutions out there and reports on any one of them may not be the same as some one reporting on my system. First off let me say this...NOT ALL HOSTED SERVICES ARE THE SAME!.

Now to your experience reading about this service for the most part in the last 6-9 months there has been a lot of the hosted dialer companies popping up putting servers under their desk, setting up a soft phone with a cheap back end. Their bandwidth is no more than what you have in your office now. These are the guys that are slow and have issues. You may have read about some of the in house server based companies that have about a 6 man capability. And your right they are not worth the money.


Magnalogix on the other hand has been around for over 3 years. The developer that started it worked with the IT dept that worked for the big boys of VoIP.. the 5-9s and the Solus of the world. Point is he was around when this stuff started and built his platform from scratch over a 2.5 yr span with constant upgrading and development to keep the system functioning above all other competitors. Over that time it grew to the point that he had to place the the servers in the biggest data center int he country. The band width is so good that We can house over 1,500 users per server all dialing at the same time. The call quality would be the same if we had 2 people dialing, in fact the data center is so strong that our own Govt. uses it for their VoIP.

My point is that not all hosted dialer services are the same no matter what you read online some where. I will say that the bigger land based hardware analog dialers are much better, however what Realtor is going to open a small call center. They may hire a single agent or two but never more than 3 TMs.

Now on the other hand if someone did want to open their own call center we offer a different dialer and even a package where Ill come out and set it up and train the TMs for you for 7 days. This complete Turn key Call Center can be set up for Real Estate, Mortgage, Insurance, along with a few other industries.

[BrokerConnect]

No... I was talking about the article you posted. In the past 12 months our company has tried Five 9, Call Fire, Magnalogix, and some other one I cant even remember its name.

Your telling me that not all hosted dialers are the same, but when we tried them they sure acted that way. We are not reading over here, we are actually buying and trying...

Here is where we are currently: We were trying out a dialer called DominoDial, by Powered Marketing. I will be honest here, that dialer was done right. It works well for us. We are having Powered Marketing build us a custom Domino Dial platform right into our existing CRM system. Its about 90% done and I cant wait to use it.

Will keep you updated on my progress.

Thank you to everyone that sent me the PM's on all the different dialers, I tried the majority of them. Please stop sending them now, we have made our decision...

Thanks,
BC

[Raymond B]

I don't know....I have been blogging and advertising on these forums for quite some time now and your posts don't add up. First you say you read on the internet how hosted dialer are slow and all of a sudden you used so many of them. Then you tout one dialer over and over again. Now i could be way off base here but seems to me that you may just work for that company. If I'm wrong I'm sorry but to say you tried these other companies don't add up. especially since some of them are contract basis only. My company, Magnalogix, is not contractual and is month to month but I'M curious who was your rep over here? You said you used my service, who was your rep? The other reason i think you are selling that service over using it is because you have 3 posts and they are all about your dialer. hmmmmm.

[BrokerConnect]

I have 3 posts, because I don't come to this board. I don't sell anything, Don't make commission, don't really blog too much.

Honestly, I think this is getting out of hand, Your the owner of the company? And you are writing in this message forum? Hahaha.. I understand you probably like the service your using, but come on man. Thats rediculous.

By the way, we dealt with a gentleman by the name of Bill, at "your" company.
And, no I am not affiliated with Five 9, Powered Marketing,Magnalogix, Vonage, ATT or any other provider out there, before you accuse...

Hahahaha

BC

[Raymond B]

If you worked with Bill at Magnalogix in the last few months you are full of it. Bill sold me the company in January and hasn't been around since. That's over 8 months ago.

As far as your comment on me being an owner on a forum...well of course I am the owner of marketing companies that help agents in certain industries. Real Estate being one of them so forgive me for wanting to give advice on marketing to this audience as well as a few options. I mean it is probably way out of line that some of them actually appreciate the advice and then use me later. Blogging on industry forums a great way to network for anyone especially a guy like me, BELIEVE me! if you research me you will see what I'm talking about.

BTWI never said you wre en employee of those guys, I know your not. you touted one service like 3 times and those are the only posts you have ever made. Kind of gives you away. My question is though.....BC if your service is so good why not just say it is and not hide behind the "happy client". Like I said i have been around forums along time and I can see right through this guy. Most of the time companies try this it is for one reason....they do not want recourse for unhappy clients.

Seriously if the service was really that good they would stand up as an agent and say so like I do. Magnalogix is a great dialing service and its my company. I am proud to say it. It helps increase productivity, records calls, offers live transfer capabilities, eliminates disconnects and answering machines, and tracks your list all while it scrubbs for DNC while you dial. Now that's a great hosted service.