Interactive Demo
Video Walkthrough
There are 3 main steps required in order to make phone calls in BatchDialer.
1. Adding Phone Numbers to make your calls with
2. Adding Contacts to make calls to
3. Creating a campaign to set up how the dialer will behave.
Written Article
Start by going to "campaigns" from your menu and click "+ New Campaign".
"CAMPAIGN WIZARD" option
You'll have several options to choose from when creating campaigns. This guide will cover all of the options available but will begin with the. "Campaign Wizard" option as it is the simplest to set up!
After clicking on "Campaign Wizard", the Step 1 is to choose how you'd like to make calls.
Auto Dial - This mode will allow the system to make the calls for you and as soon as someone answers the phone you'll be connected with them and their contact information will populate automatically (learn more in video above)
Manually Dial - This mode will allow you to call 1 person at a time and give you the ability to preview their contact information, property information, notes etc before you click the call button manually. It's similar to if you made a regular call on your cell phone.
Make your selection, then click "next".
Step 2 is to choose who will be making the calls.
Only Me: If you alone are going to be making the calls out to your contacts
Me and/or Agents: If you have agents or team members in your account that will be making the calls. Be sure to include yourself if you will be joining them in dialing.
If you still need to add people to your account, click here to see the guide
Step 3 is to add your contacts. You'll have the option to upload a CSV or XLSX formatted file on this page or select an already existing list you've previously uploaded.
Notes:
- If you don't have a list to import yet, you can click "next" and add your list later.
- If you have a BatchLeads account, you need to have a campaign set up before pushing contacts from your BatchLeads account to BatchDialer through the integration. Skip this step by clicking "next" and you can push your list over from BatchLeads later, after you've created the campaign. If you haven't integrated BatchLeads yet, view the guide here
- If you need to see the guide on how to upload contacts, view the guide here
Step 4 is to add phone numbers to make calls with. Choose the phone numbers you previously added to your account and make sure you have enough for the amount of agents that will be dialing and for how many calls will be made in a day. As you select your phone numbers, the system will do the math for you and show you how many calls you can make it one day with the amount of phone numbers you choose. (industry best practice is is to make no more than 100 calls per day per phone number)
If you still haven't added numbers to your account, view the guide here
The 5th and final step when using the Campaign Wizard, is to select your preferred Call results- These are the outcomes you'll place on each call you eventually make and they have specific rules which will affect your contacts - Learn more about call results here
Click "Save" when done!
When using Campaign Wizard, that's all you need to do! You're ready to start dialing if you have everything else ready to go like your contacts and phone numbers. Click here to learn how to start dialing
"NEW CAMPAIGN" option
Please note that this is just a different way to create a campaign.
Click "new campaign" and begin moving through each step which is explained below.
Section 1: Dialing Mode
Preview Dialer - This mode will allow you to call 1 person at a time and give you the ability to preview their contact information, property information, notes etc before you click the call button manually. It's similar to if you made a regular call on your cell phone.
Predictive Dialer - This mode will allow the system to make the calls for you and as soon as someone answers the phone you'll be connected with them and their contact information will populate automatically (learn more in video above)
Section 2: Agents
Choose who will be dialing in the campaign. If it will just be you, be sure to select your name.
Section 3: Phone Numbers
Choose the phone numbers you previously added to your account and make sure you have enough for the amount of agents that will be dialing and for how many calls will be made in a day. As you select your phone numbers, the system will do the math for you and show you how many calls you can make it one day with the amount of phone numbers you choose. (industry best practice is limited to 100 calls per day per phone number)
Section 4: Contact Lists
Choose the contact list(s) you'd like to call in this campaign. TIP: Make sure your phone numbers match the area your contacts are located so they recognize the area codes when you call.
Section 5: Campaign Configuration
Name you campaign - Make it clear for yourself and your agents so when someone starts dialing the campaign they know where they're calling into as well as what types of conversations they going to be having
Call results- These are the outcomes you'll place on each call you eventually make and they have specific rules which will affect your contacts - Learn more about call results here
Agent Script - BatchDialer provides a default script that will be visible when you or your agent connects with a contact - you can make your own here by clicking "add new" which could even be simple bullet points of questions you want to be sure to ask while on a connected call!
Advanced Configuration:
Calls Order
Adaptive - Example: If you have 50 people to call and everyone has 3 phone numbers, the system will go through and call all contact's 1st phone number, then start over and call the 2nd number, then the 3rd
Highest or lowest score leads first - There is a place in your settings that allows you to set rules to "score your leads" - if you score them you can call them from highest or lowest score first
Call Connect Type - (This is how you'll be connected to contacts with outbound AND inbound calls)
NOT APPLICABLE IN "PREVIEW MODE". WILL ONLY BE VISIBLE IF USING "PREDICTIVE MODE" If you're using "preview dialer" you'll be automatically connected to your contact when they answer the phone - much like if you gave a friend a call on your cell phone
If you're using "predictive dialer" (This is how you'll be connected to contacts when making calls)
(Automatic Answer) if you'd like to be automatically connected when someone answers the phone
(Manual Answer) or if you want to hear a beep or ringing noise when they answer where you'll then have to physically click a button to connect with them
Dialing Behavior (VERY IMPORTANT)
IF YOU'RE USING THE "PREVIEW DIALER" MODE YOU'LL HAVE FEWER SETTINGS HERE
Rapid Fire Mode (Only available in BatchDialer Advanced Plans) - Rapid Fire Mode changes the multi-line dialing algorithm so that the dialer automatically fires off another outbound call as soon as a new line becomes available. This reduces agent wait time by 23%!
Simultaneous Dials Per Agent - only applicable when using "predictive mode" - This is where you set how many lines you'd like to be dialed at once in a campaign (We do not recommend going over 3 lines) - learn more in the video at the top of this guide
Max Calls Per Day - You can set a limit on how many connected calls you'd like your agents to have in a day
Max Attempts Per Record - How many times the dialer will call a contact back (if set past more than 1 attempt the system will wait the amount of time you set under "Retry time" to put them back in the rotation to be called again) Note: Max attempts per record and retry time go hand in hand. We don't recommend calling back a contact more than 3 times in 1 day
Retry Time - The amount of time the system will wait before calling a contact back that didn't answer if you have the "max attempts for the record" set at more than 1.
Queue Behavior / Abandonment Timeout (sec) - How long the dialer will wait before dropping a contact if you've connected with someone else - we recommend leaving this at 30 seconds
Smart Local Presence (Only available in BatchDialer Advanced Plans) - If a Campaign is targeted for a specific geographic region or area, then the CallerID of outbound calls also should match the region. The Smart feature is applicable for both Preview & Predictive dialing modes. Allows you to select the Outbound Calling Number which is the closest match to the area code, city, or state that you are dialing. Other numbers will be used, if not available.
Podio Integration - If you'd like your agents to easily push contacts to your Podio CRM you can connect the integration you should have set up in settings
Additional Settings
Lead Sheets - You can create these in your admin settings and layout information that is important for your agents to obtain on a connected call with a contact then connect it to the campaign here (Awesome feature that is seriously underutilized!)
Call Recording - you can choose if you want each connected call to be recorded so your agents can improve or you can download them for training purposes - you can find call recordings under "Reports", then "Recent contacts"
Answering Machine Detection - Only applicable if using "predictive mode" The system will be able to filter out around 75% of your contacts answering machines so you only talk to real people - NOTE: The system will NOT leave voicemail drops for you. If you wish to leave all of your contacts that don't answer a manual voicemail or voicemail drop you should keep this OFF
Suppress Federal Do Not Call - This will cut many of your contacts out of the campaign but it's completely up to you if you wish to skip these contacts (the system will find them for you)
Suppress System Do Not Contact - This will filter out contacts that have told YOU or your AGENTS specifically NOT to call them back - anyone that is on your personal Do not contact list
Suppress Wireless Contacts - If you wish to only call the landline numbers on your contacts
Suppress Litigator Contacts - If you wish to filter out anyone that comes up marked as a plaintiff / litigator
Calling Hours
Time Zone - This will need to be set to the timezone you'll be calling INTO. Example: If you live in New York and you're going to call people in California, you would set California's time zone.
Calling Hours - Set hours for yourself and your agents so your contacts don't get calls too early or too late
Accept the Terms and Conditions, then Click "Save" when done or you can save it as a draft.
"CREATE FROM EXISTING" option
This is a great option for when you have certain properties and settings applied in an existing campaign that you'd like to create a copy of and make small edits.
For example, there may be certain settings you had applied in your "advanced" configuration settings that you'd like to use on a new campaign where you'll change the contact list. This option saves time while keeping settings on a new campaign that you had previously applied
After you've chosen your preferred existing campaign, edit the settings on your choosing. (in most cases, you'd probably want to change the list of contacts and the name of the campaign)
If you need to learn about any of your campaign settings, scroll up in this guide and review each setting in the "new campaign option" section.
"RECYCLE EXISTING CAMPAIGN" option
This option is meant to help you call select people again from an original COMPLETED campaign.
1. Choose the campaign
2. Name the campaign
3. Take off any call results you used that represented a connected conversation. Only include and leave displayed any call results that represent people you did NOT connect with.
For example, in the image below, the user is only going to be calling people again that they previously left a "answering machine", "no answer", "VM Drop" , and "Voicemail" call result on previously.
the system will make to sure to scrub out anyone you had previously marked as a "lead" to as "do not redial".
