I love a good quote. Here are a couple of particularly inspiring ones:
“Talent is pursued interest. Anything that you’re willing to practice, you can do.” – Bob Ross
“If you put your mind to it, you can accomplish anything.” – Doc Brown to Marty (1985), Marty McFly to George (1955), George McFly to Marty (1985)
I was raised with a firm belief in this principle. You and I—anyone—can learn and do anything we choose. Any talent can be developed by starting with the basics, taking it one step at a time.
My life philosophy goes hand-in-hand with the proverb “a journey of a thousand miles begins with a single step” (Lao Tzu). While you know where you want to end up, don’t worry about all the steps for getting there right now. Focus on just the few steps in front of you, what you’re doing right now.
Understanding the basics of the topic at hand is key to accomplishing any task. So let’s take a cue from Maria, the main character of Rodgers’ and Hammerstein’s The Sound of Music: “Let’s start at the very beginning. A very good place to start. When you read you begin with A, B, C. When you sing you begin with Do, Re,Mi.”
What are the basics of successful dialing?
A. Focus on compliance: Before you even start dialing carefully decide how industry regulations will influence your operations. Dialer vendors provide many features to assist you in compliance efforts, including legal calling hour settings, duplicate call control, cell phone scrubbing and manual dialing. Once you have all your compliance measures in place, you are ready to start dialing.
B. Keep your agents productive: Since an agent’s dialer time is so valuable, learn what tools and strategies will keep them busy. For instance, a cleaner campaign list (without bad/wrong numbers or fast busys) can decrease agent wait times because the dialer takes less time to find live contacts. Lists can be cleaned up by first contacting the accounts using an IVR Message and then removing those accounts with bad numbers. (Give those “bad accounts” to your skip tracers, and keep them busy, too!)
Another tactic is eliminating the down time between lists. Using List Groups, you can organize agents into groups and schedule which lists you’d like them to work when. The dialer will automatically transition each agent to the next list at the right time without any down time.
C. Maximize your technology investment: Whatever dialing solution you’re using—site-premised, cloud-based or hybrid—continually learn about the new tools available and how they might expedite your contacting activities. For instance, true predictive dialing with Dynamic Resource Allocation (DRA) provides a steady stream of calls for agents and minimal calls placed on hold. Another efficiency-promoting technology is Automated Resource Sharing (ARS), which allows dialing applications (PD, IVR, and Inbound) to share all phone lines, using them as needed. The only way to continue improving dialing efficiency is to keep learning about and maximizing the technology you have.
This article was written by Jenna Bowman