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Automated outbound calling

Automated outbound calling and messaging

10 min read

Outbound Calls

March 11, 2024

How and Why to Implement Automated Outbound Calls and Messages

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Let’s See How These Features Can Benefit Your Business

benefits of Outbound Calls

With our platform, you can make your business operations smoother and faster due to fully automated outbound calling and messaging. Reach out to more people quickly, helping your team work smarter and get more done.

Enhanced business process efficiency

The byVoice Conversational AI Platform helps you connect with your customers using voicebots and chatbots, SMS messaging, and smart AI features. Engage with them in personal and natural ways, building stronger relationships and leaving a lasting positive impression.

Improved customer interaction

Save time and effort using ready-made solutions that don't require coding skills. Our platform includes no-code capabilities that help you develop new features and seamlessly integrate them with your existing tools and systems.

Time and resource savings

Many ready-made solutions offer features that businesses don't need but must pay for. With our platform, you add only the features you need that allow you to adapt and change as your business evolves.

Flexibility

Get valuable insights into how well your communication efforts are working. See what's going well and where you can improve to make smarter decisions and get better results.

Analytics and reporting

The Bottom Line

As technology evolves, staying ahead of the curve to remain competitive and efficient in today's fast-paced world is essential. Keeping up with the latest trends in the automation of outbound communications is key for businesses to thrive.

That's why user-friendly solutions like the byVoice Conversational AI Platform are worth considering. Our platform offers simplified processes and adapts to modern standards, making them perfect for meeting current and future business needs.

By embracing innovative solutions and staying open to industry advancements, businesses can streamline operations, enhance customer interactions, and stay ahead of the game in the ever-changing world of automated outbound calls and messages. Embracing these changes not only improves current processes but also prepares businesses for whatever the future may hold.

With over 20 years of experience developing telecom solutions, the byVoice team clearly understands which software can assist companies in this sector in boosting their business and gaining a competitive advantage. Our expertise in this domain has enabled us to create the Conversational AI Platform, which offers the following features:

byVoice Conversational AI Platform — Your Perfect Choice

Automated outbound calling

Schedule and automate outbound calling tasks, seamlessly integrating with external systems for task auto-loading.

Messenger and SMS service integration

Enable communication through multiple channels by integrating with messaging platforms such as Twilio, Telnyx, WhatsApp, and Telegram.

Connection of PBXs and CPaaS

Seamlessly integrate Twilio, Telnyx, and phone number providers or interconnect with private PBX like Asterisk, FreePBX, and Freeswitch via SIP.  Our platform replaces the need for custom programmable scripts, processing call initiation, call scripts, and operator connections effortlessly.

Interaction management

Implement time and CRM-based routing for efficient interaction processing and queue management to optimize agent productivity.

AI features

Leverage advanced NLP/NLU capabilities, Voice ID, and GPT for intelligent interactions, including speech synthesis, speech recognition, and text analysis.

No-Code editor capabilities

Build and customize conversational experiences, enabling the design and deployment of complex interactions without the need for coding expertise.

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of Conversational AI Platform

Conversational AI Platform

What Must a Perfect Outbound Call Center Include in 2024?

Key Features for Outbound Call Centers

As mentioned above, nowadays, companies are moving towards systems that can process outbound calls without needing humans to intervene at every step. They want solutions that can run independently, freeing up human resources for other tasks.

Additionally, the following trends are also traced:

Omnichannel

The modern customer expects seamless communication across various channels. To meet these expectations, businesses are adopting omnichannel strategies that integrate the following:

Sending SMS with the possibility to conduct dialogue

Voice calls

Email automation for personalized outreach

Social media messaging, etc.

Businesses are looking for outbound calling systems that can do more than just make calls. That’s why there's a growing interest in using artificial intelligence to power such centers. AI can help analyze customer data, predict how people will react, personalize conversations, extract necessary information from the dialogue, and even come up with natural and human-like responses.

Bringing in the AI

Nowadays, companies are looking for solutions that don't require a lot of coding or technical know-how so they can get up and running quickly without hassle. No-code or low-code solutions allow quick and easy integration with existing systems and workflows without requiring extensive development resources. They streamline the implementation process and enable businesses to deploy automated outbound campaigns more efficiently.

Focus on no-code solutions

Outbound Dialers: Types and Use Cases

Agent-controlled dialing

Agent-controlled dialing is a method that gives the agent complete control over the dialing process. The agent can decide when and whom to call and manually enter or select the phone number from a list.  This method is used when personal contact is crucial, so the agent must be thoroughly prepared for such conversations.

Use case:

Agent-controlled dialing is suitable when the agent needs to prepare for the call, review the customer's information, or follow a specific script. It can also reduce the risk of violating the regulations on automated dialing, such as the Telephone Consumer Protection Act (TCPA).

After the main part of the conversation, the agent can suggest that the customer continue the dialogue with a bot to save time and resources. In this case, the robot works based on a pre-prepared scenario. 

Progressive dialing

Progressive dialers automate the dialing process but ensure an agent is available before connecting a call. They balance efficiency and personalization, preventing calls from being dropped or abandoned.

Use case:

For instance, processing “Callback me back” requests on a website. The progressive dialer initiates the automated dialing of the user's number, checks the operator's availability, and establishes the connection. After the conversation with the operator ends, the system automatically updates the order status in the database.

Despite the types mentioned above of dialers being capable of independently contacting current or potential company clients, they can only partially be automated, as their operation involves complete control by the agent or partial agent involvement.

Moreover, outbound dialers can “come across” autoresponders. Outdated systems rely on tone signals, but nowadays smart assistants have made the situation more complicated. To deliver information to your customers and save time for your agents, you need to bypass such assistants. But an outdated dialer is not capable of it.

Predictive dialing

Predictive dialing is a method of making several automated outbound calls without reserving agents for each call. Answered calls are then passed to agents, and a system makes dialing decisions based on specific algorithms to support business objectives. 

Use case:

Predictive dialing is suitable for situations where the caller needs to reach many contacts quickly and has no time for preparation. These are standard calls typical for sales, telemarketing, debt collection, or surveys.

Predictive dialing dials multiple numbers simultaneously and connects the agent to the first one that answers. Predictive dialing uses historical data and statistics to estimate the optimal dialing rate and minimize the idle time for the agent.

Power dialing

Power dialing is a method of making phone calls that uses software to automatically dial the following number on a list as soon as the previous call is completed. This saves time and increases efficiency for the agent, who does not have to manually dial each number or wait for busy signals, voicemails, or unanswered calls.

Use case:

Power dialing is often used by sales agents, telemarketers, or contact center operators who need to reach many contacts quickly. For instance, a company launches a campaign to attract new customers. The power dialer begins dynamically dialing numbers from a pre-prepared list and dials the numbers sequentially. 

In this case, two options are available: either standard calls where no preparation is needed, or calls with a fixed delay between them — wrap-up time. After the communication concludes, it collects feedback and analyzes the effectiveness of the consultations.

Broadcast dialing

Broadcast dialing uses a platform to dial the numbers, play the messages, and process the responses. The platform needs a list of phone numbers to call and a script that tells the platform what to say and do during the call. The script can be customized according to the call's goals, audience, and context. The script can also use data from the CRM system to personalize the calls and make them more relevant.

Use case:

Broadcast dialing can be used for various purposes, such as informing customers about promotions, products, or discounts, collecting feedback or data from customers, reminding customers about appointments, payments, or events, confirming orders or bookings, generating leads or sales, etc.

How Automated Outbound Calls Work

Automated outbound call centers can be divided into standard and advanced ones. Standard systems typically dial numbers from a list, play pre-recorded messages, or support basic keypad responses, sometimes connecting to a live agent.

Advanced systems offer automated or semi-automated dialogue modes. They can dynamically load real-time data from CRM systems, utilize it during the conversation, display information to agents, and analyze results. These systems incorporate speech synthesis and recognition, detect answering machines, support voice and text channels, and follow scenarios created in no-code editors. Additionally, advanced systems offer APIs for integration and are highly customizable, representing a more sophisticated approach to outbound calling.

Current outbound call systems often require the agent’s involvement in the process. To make them fully automated, you need to integrate such systems with a PBX of Contact Centers. Additionally, automated outbound calls can be integrated with various systems and technologies to enhance functionality and effectiveness. Some of the standard integrations include the following:

Analytics and reporting tools

To gain insights into call performance, conversion rates, customer behavior, and other key metrics.

Speech recognition, NLP engines, and ChatGPT

To understand and respond to customer inquiries, gather feedback, and provide relevant information.

APIs and web services

To connect with third-party applications, platforms (CRM, HRM, ERP, etc.), and services for additional functionality.

VoIP telephony

To make and receive calls over the internet, reducing costs and improving quality (Asterisk, Twilio, Telnyx, Freeswitch).

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Find Out How Automated Outbound Calls Can Boost Your Business

When a company makes hundreds of calls daily, some of these conversations become routine: the communication is either repetitive or nonexistent — you can't get through on the phone. A voice robot controlled by an algorithm can take this everyday work off the agents. A computer program dials a number, recognizes the interlocutor's speech or keystroke (DTMF input), and selects phrases appropriate to the context in response.

Call automation is popular among mobile operators, medical institutions, beauty industry enterprises, recruiting agencies, banks, and call centers. 

Why You Should Love Automated Outbound Calls (Even If Your Customers Don't)

Because robots are often misused, namely for selling goods and services over the phone, many people consider this function useless and even harmful. 

One more inefficient scenario is to keep the customer base “up-to-date”. Over time, a business accumulates a pool of contacts that last made deals a long time ago. If such customers agree to receive informational newsletters, a robot will call them and pass on the warm leads to the managers. If the bot is advanced, it will find a convenient time to communicate.

Both options are essentially spam and can’t assist businesses in gaining customer loyalty. Moreover, spammers can effectively imitate humans using pre-recorded audio snippets or advanced speech synthesis systems, making it difficult for individual recipients to discern if they're speaking with a robot. Unfortunately, this technology can be exploited for fraud, especially targeting elderly individuals.

A logical question arises: how to properly use outbound calls? Here are some use cases:

how to properly use outbound calls

Companies usually inform their customers through SMS and/or newsletters. You can send simple messages to them or make them more interactive. For instance, allowing customers to respond to your messages and sending reactions to them. 

A robot can contact and conduct surveys. In this case, the interlocutor is offered to choose an answer from the options or say their own, and the company gets "clean" results. This way, technologies save time and maintain the quality of the call, helping to find new niches or plan promotions.

Test marketing hypotheses

You can use outbound calls to collect customers’ opinions after buying or using your product. A robot asks your clients to share their opinions. In this case, the interaction can flow in two ways — by pressing keys or speaking their answers. This scenario helps you understand customer satisfaction, opinions on features, and overall experiences. Additionally, you can analyze collected data to determine trends and areas of improvement.

Gather feedback

Imagine you are running a service where people list apartments for rent. Robots can dial these listings to ask if the flats are still available. The listing stays on the platform if the owner confirms it is still up for rent. However, the listing gets taken down if they say it's unavailable or don't respond. This scenario helps businesses keep information accurate and up-to-date for everyone using their service.

Keep information up-to-date

Notify customers

You can also use a robot to tell customers about a promotion, a new product, or a personal discount. In this case, the benefit of using a robot will be if the program can support a live conversation and has a high-quality voice recording that sounds like a real person. But remember that this option is only allowed if the customer has given written consent to receive informational calls.

Making outbound calls using auto-dialer systems is a great way to process cold sales and generate leads. But beyond that, automating these calls can streamline various other crucial aspects of customer communication. Tasks like spreading information, sending reminders, inviting people to events, conducting surveys, and even doing marketing research can be managed with less need for direct employee involvement through automation. By automating outbound calls, companies can free up their employees' time, allowing them to focus on more important tasks.

Let's delve deeper into this functionality and explore how it can benefit your business.

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