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CRM or Lists?

Ksenya R

November 29, 2018

In our first article “AutoDialing” we confirmed that to be the best in your field you MUST use the best technologies. And that’s Smart Dialing System.

But, is this Smart Dialing System good for any type of call center? Using lists as well as CRM?

Well, yes. Smart means that it adapts to your workflow and instantly makes it better and more efficient.

Let’s look into both Lists and CRM options 🙂

Type One – Lists

Basically, these are Excel or CSV files with a bunch of names and contact details.

And you don’t need CRM to work with your lists far better. The smart dialer gives you amazing results by itself.

Simply upload your CSV file with the fields that you want to use and voila – the dialer takes everything from there.

It will check leads, handle duplicates, and correct numbers and prefixes. Yes, the smart dialer has a few magic tricks up its sleeve 😉

It will even give you stats about your lead file once it’s uploaded, countries cut, duplicate and error count, to let you decide if you want to proceed or make some corrections. Then dialer starts assigning those leads to your team in keeping with the way your call center works. Could be according to skill level, language, expertise and so on.

Your dialer is your storage place of everything from now on.

And guess what?… Your agent will get all the history of the lead in Agent’s Interface: no more notes or trying to remember everything during the sale process 😉

As a lists client, you’ll enjoy all the Reports & Statistics, control your agents, and become the master of your system and its logic.

Type Two – CRM

So what if you are using CRM? You have a full range of options open to you.

With a CRM you can merely sync the smart dialer with it. Data will sync both ways every few minutes or seconds (depending on your CRM).

Using a CRM opens you a whole new manipulation system of rules and groups or Remote Adapter Settings.
You ask, what does it do then? Well, it provides you that your lead will receive the right behavior you need it the moment it synced. Moreover, these rules will handle the data as if you always used the dialer.

Have a lead registered a day ago and another – a month ago, with the Remote Adapter Settings the dialer will know that and treat each accordingly.

Do you have certain affiliates that you don’t want to be inside your campaigns? Just set it in the Remote Adapter rules inside the relevant group and from now on dialer will do it all automatically. No need for any extra rules in the campaigns or manual work with the lead files before uploading if you work with the lists.

And you know what’s even better?

You can use your HOT leads when you are using CRM-Dialer method. Let’s say you have a lead that is browsing your site online. The dialer will recognize it thanks to syncing between the systems, give a massive boost for this lead for a specific time frame when this lead will be on top of the queue for your agents. So if there are free agents, they’ll get this lead first, promising you to get this ready sale before any other.

And what if the timezone is closed right now? Well, the timezone will be opened for a few minutes, in that case, for this lead only. As a result, you’ll have the best chance of making a sale,  with the least risk of spamming the client or getting the client’s complaint.

A small disclaimer: you can use your hot data with lists, only it won’t be online…

So, whatever you are using – CRM or lists, the smart dialer has your back, no matter what 😉

Next articles we’ll dive deeper into the smart dialer itself and see how it works. Take our word for it!