Yep, that’s right! Although our primary services have been the various forms of voice broadcast (call-transfer, Interactive Voice Response and now the VMD), we have always had the capability of using GroupCaller™ as a sophisticated call center with live agents calling live recipients. We did this for the first time this week with huge success!
For those of you who don’t already know, the industry term for this kind of calling is “Predictive Dialing.” This term has been around for about 20 years and it simply means the ability to predict, with some degree of accuracy, the length of time between hanging up on one call, and answering the next call. Without explaining how it works, the effect is this: Agent completes one call and within a minute or less, is talking to the next person. This ensures that agents on the phone spend their time talking and not dialing, hearing busy signals, listening to answering machines, listening to the phone ring, etc. It’s extraordinarily effective at keeping phone agents efficient. That’s why every large company worth its salt uses a call center (or contact center as they’re often referred to) for their customer service, sales and tech support divisions.
We’re in a completely unique position to provide high-end call center capability to small and mid-sized companies, even individual business people like mortgage brokers, insurance agents, contractors and direct sales people at a price that will fit their budgets. Normally, it costs a huge amount for this type of calling capacity. But under our new Rate Tables, small companies can have a big-company call center capacity for as little as less than $50/month (with an average of a few hundred a month to run a fully functional, full-featured call center). That’s an unheard-of low cost!
Powerful Marketing Tool Ready
We have now added Predictive Dialing to our product mix. This may just be the most powerful marketing tool we offer. Certainly, it carries by far the best capability to drill down into a tight geographical marketing area and maximize the depth of contacts within a specific database. Whereas the live transfer style of voice broadcast is less stressful, it also has a response rate that’s very small by comparison, and thus requires a very large database for a company to continue using it year-round for sales and marketing. Usually, voice broadcast is most suitable for nationwide campaigns on products that have near universal appeal (i.e. maximum database size).
But with Predictive Dialing, even the smallest of companies can focus their marketing efforts on a limited geographical area and use the system successfully on a continuing basis. Why? Several reasons:
- It takes only 4 to 6 phone lines to keep one agent busy talking to prospects continually throughout their shift. But with voice broadcast, we need 60 lines per agent to transfer just 2 to 5 calls per hour.
- The system completely stops dialing when there are no agents available. This means it walks through the database much slower, yet we actually talk to MORE people in the same time. This mode ensures that EVERYBODY who answers the phone is passed immediately to a live person. We actually get to talk to EVERYBODY who answers the phone, not just those who hear the recording and press 1. In voice broadcast, we only talk to about 1% of those who answer, and that’s on a well-tested sales script. Here it’s closer to 7%.
- Regulatory compliance is much easier and results in a database many times larger – essentially everybody in America who is NOT on the Do Not Call list can be legally called. Not so with voice broadcast – only those who give written permission can call, and the opt-in database is very expensive – $25,000 for the entire thing, or $950 per million records. We just ordered the entire USA Residential Databse of 278 million records. We can use this to call about half of the residential phone numbers in America (b/c the other half are on the DNC list). It also comes with a lot of demographics so we can now pick out more specific lists for our customers to call, making their campaigns far more effective.
- Even the smallest companies or individuals can hire an independent contractor as a cold-call sales person to work out of their home and make sales. This opens the door for all small companies to establish a dynamic, ongoing, powerful call center working exclusively for them. With so many people out of work, and even more praying for a job they can do AT HOME, the odds of recruiting many high-quality sales people is very high.
- The Predictive Dialing system can be controlled and operated by the Client in complete stand-alone mode once the campaign is set up and the database loaded. Clients can simply log in and make their calls. Not so with our other operational modes.
- And to round it all out, the predictive dialing platform is more stable, predictable in functionality, and works without problem, whereas the other systems tend to require much more maintenance and the personal attention of you-know-who.
In short, we just flung the doors wide open for perhaps the most powerful feature of GroupCaller™, predictive dialing.
Results Of First Predictive Dialing Session
The results speak for themselves. The first Predictive Dialing campaign was conducted by Five Star Carpet Cleaning. He had never worked in a call center, done cold-call telemarketing or had experience of any kind with this type of sales and marketing. Yet in about 1:39 minutes of session time in his first attempt, we called 752 people on 6 phone lines and he got 4 positive responses. Of the 752 people, he actually spoke to 60. SIXTY PEOPLE IN ONE-AND-TWO-THIRDS-HOURS! Eight were DNC requests, 48 said Not Interested, but the 4 are call-backs! That’s a rate of 7.79% that actually got the message compared to only about 2.97% getting the message in a voice broadcast campaign. But it gets even more dramatic when you consider the fact that fully 6.67% of the contacts on this first hour and forty minutes expressed interest as compared to 1.37% (about 70 of the 5,112 people getting the message) in the same client’s January statistics of calling. But the thing that impresses me the most is the fact that when compared to the total database size, we get far more bang for the buck with predictive dialing. With no preparation and and an agent with no experience, he got a 0.5% response compared to the total number of calls made. This can easily be raised to well over 1%, more likely to 3% or greater with an experienced sales person. But the positive response rate during January voice broadcast calls was 0.0493% (roughly 5 hundredths of one percent compared to one half percent). That’s TEN TIMES MORE positive response, and without any preparation or a well trained and experienced sales person. This could easily grow to 20 or 30 times more response from the SAME DATABASE.
Great Product Mix
As of today, I’d say we have a great product mix that can appeal to the majority of businesses out there. As a result, we’re fine-tuning our own sales pitch, and next Monday we’ll start using the Predictive Dialer mode of GroupCaller™ to sell the VBL and MVBL. Three of our experienced Platinum Remote Agents (Nathan Tyler, Keith Harrison and Ryan Jessop) plus our first MVBL (Keith Hanson) will spearhead the sales. We couldn’t ask for a better spearhead team! To that, I plan to recruit at least 2 heavily experienced cold-callers to work under Keith’s MVBL license as well. With that promotion starting Monday, I expect we’ll finish out February with many new VBL customers, and maybe even an MVBL or two! Keep watching, I’ll announce the new customers here.