Outbound Dialing Done Right (Or Else)

Jul 28, 2020 9:15:00 AM

Outbound dialing is tricky. It got a bad rap when telemarketing practices got out of hand many years ago. Do Not Call (DNC) legislation, which has been on the books for nearly two decades, brought much of it under control and established a national registry allowing consumers to make it illegal to contact them. 

As a reminder, the DNC list contains phone numbers of customers who’ve opted not to receive promotional calls or text messages. By law, brands are required to refer to this list and ensure these contacts are excluded from outbound campaigns. There are a few exceptions (not-for-profits and political organizations, for example), but generally speaking, these are the rules. 

The fight continues against what many deem “robocalls”, making how brands utilize outbound functionality a delicate and always-evolving issue. The fact remains, however, that proactively reaching out to customers and prospects is necessary -- and appreciated -- in certain circumstances.

But you’ve got to know what’s possible and what to use when. At a basic level, dialers are utilized to automatically call numbers from a database. A dialer can be used to connect customers with live agents and/or to leave pre-recorded messages on voicemail. Organizations utilize outbound dialers to reduce agent effort and increase efficiency. 

The Edify Huddle contact center platform supports Manual Dialing, Click-to-call, Preview Dialing, and Power Dialing -- all while complying with the Telephone Consumer Protection Act and DNC legislation. Here’s what all of that means:

  • Manual Dialing: Agents choose who to call, when to call them, and on what number, using a hard-lined phone or softphone.
  • Click-to-call Dialing: Agents click on a phone number within Edify or another integrated CRM and the outbound call is then automatically placed, increasing efficiency and speed.
  • Preview Dialing: Preview mode allows agents to access and review customer information before placing an outbound call or scheduling the call initiation, which enables additional personalization.
  • Power Dialing: The platform automatically selects each agent’s next call, gains their acceptance, and then initiates the interaction out to the customer.

Whether you’re utilizing outbound dialing for collections, sales, or proactive customer care, once you know what’s possible, you can make the best decisions about how to respectfully, responsibly, legally reach out to customers.
Candace Sheitelman

Written by Candace Sheitelman

Candace Sheitelman brings more than two decades of marketing expertise to Edify, much of it focused on CX and the contact center. She's responsible for Edify's go-to-market strategy and execution. Sheitelman previously ran her own marketing communications firm and global marketing at Aspect. She earned her B.S. in Public Relations from the S.I. Newhouse School of Public Communications at Syracuse University. Learn more here.