The last time I checked, “Evolve or Die” is the title of a remarkable number of business management books, leadership videos, industry studies, corporate keynotes, and so on. And for good reason: It’s succinct, straightforward, and most importantly, it’s true.
While the pithy phrase applies to just about every aspect of business these days, it’s especially true when technology meets communications. What happens when a company’s sales team is hampered by busy, no-answer, and disconnected phone lines? Or when team members lack personal details about potential customers when they do pick up? Or when call speeds or dial-lists lag? Or when staff waste time on low-value tasks like logging calls? In cases where the competition is using next-generation predictive dialer software, the answer, in my experience, is that the company struggles mightily, or worse, goes belly up.
But it doesn’t have to be this way. Consider the experience of Zeres Capital, a New Jersey-based real-estate wholesaling firm. To support a growing team of sales agents, Zeres needed a predictive dialing platform to optimize data and support automation.
Vancouver’s ReadyMode to the rescue.
While the ReadyMode dialer helps the Zeres team quickly connect with leads, its reports give managers a holistic view of performance, helping them better support agents and address operational needs. By integrating with Zeres’ CRM system, agents have the data they need to act efficiently at every stage of the sales cycle. Since partnering with ReadyMode, Zeres has scaled its team of agents and manages their performance with ease. Call center efficiency has increased by 55 percent, engagement rate by 47 percent, and last but certainly not least, profitability has grown by 67 percent.
Then there’s Quantum 3 Media, a North Carolina lead-generation and customer acquisition company that specializes in connecting large insurance vendors with qualified leads. To succeed in this niche, Quantum needed a customizable dialer platform with robust reporting and analytics. Again, ReadyMode’s predictive dialer software came through by vastly increasing the outbound lines per agent, allowing the Quantum team to filter contact lists to connect the right leads with the right insurance providers. This improved call center efficiency and transfers per hour by as much as 25 percent, and drastically reduced agent downtime. Just three years after it started using ReadyMode, Quantum has scaled from 50 to 500 users who rely on the system’s customized algorithms to better serve prospects and clients.
In both cases, these companies are thriving like never before because their predictive dialer tech evolved from legacy platforms to a cloud-based all-in-one solution that intelligently connects agents with more leads in less time. ReadyMode’s automated call distribution (ACD) system also allows for unlimited inbound queues, with built-in CRM providing industry-leading analytics and reporting.
The latter is especially important because it enables companies to keep track of all their core metrics: Detailed reporting, stats, and analytics for agents, calls, campaigns, and more. It also allows them to create sales scripts for their agents with dynamically generated lead data embedded within each script. Agents and dialling lists can be prioritized based on skill level and lead importance, while all inbound and outbound calls can be recorded or selected for coaching, compliance, and quality assurance.
With over 2,000 active customers and 10,000 individual users, ReadyMode’s uptake across industries ranging from healthcare Insurance and real estate to tourism and fundraising is proving that the evolution of sales conversionations from passive and unfocused to automated and data-driven is the key to CRM success.