Creating & Selecting a Dial List in Your CRM
Importing Dial Lists from Your CRM:
You are currently not able to directly import a dial list from a CSV directly into ServiceBell. However, in most CRMs (HubSpot, Salesforce, etc), you have the option to:
- Import a new list from a CSV file
- Create a filtered list from your existing contacts
You can then select your dial list ServiceBell by clicking the “Dial List” dropdown on the top bar. If you have multiple lists, use the search function to find the one you need quickly.
Contact Properties
The contacts' properties from your CRM are synced and visible in ServiceBell’s auto-dialer. These properties are shown as columns in your dialer and can be hidden/shown and reordered.
Customizing Your Dial List Columns
Customizing your dial list columns allows you to tailor the displayed information to exactly what you need, ensuring efficient and focused cold calling.
Default Columns
Default columns in your dial list are always visible and cannot be turned off. However, you can reorder them according to your preference.
Reordering & Hiding/Showing Columns:
You’re able to toggle non-default columns on or off as needed. Toggling a column off simply hides it from your view.
To rearrange the order of columns, simply click and drag them in the “columns” dropdown list. The arrangement you choose here will be mirrored in the columns view on your dial list.
Column Details
The columns in your dial list are directly synced with the properties of the contacts and companies featured in the list. Here’s the rundown:
Call Status (Default): Indicates the current stage of the call.
- Pending: Before activation in the call list.
- Dialing: Actively calling the number.
- Answered: The call has been picked up.
- No Answer: The call was not answered.
- Bad Number: The dialed number is invalid or incorrect.
Name (Default): Displays the name of the contact.
Links (Default): Provides quick access to relevant links associated with the contact.
Phone Number (Default): Shows the contact's phone number.
Stage (Default): Represents the phase of the contact in the sales or calling process.
Title: The job title of the contact.
Time: Yet to be determined (TBD).
Company: The name of the company associated with the contact.
First Seen: The first instance the prospect was observed on your website.
Last Seen: The most recent instance the prospect was seen on your website.
Country: The country associated with the contact.
Location: Geographical location of the visitor.
Company Website: URL of the contact's company website.
Company Size: Size of the contact's company, typically in terms of employee count.
Estimated Revenue: The estimated annual revenue of the contact's company.
UTM Source, Medium, Campaign, Term: Tracking parameters used to identify the effectiveness of marketing campaigns.
Industry: The industry sector of the contact's company.
Email: Email address of the contact.
Source: Origin source of the contact, such as “HubSpot.”
Dial Stats: A metric showing the ratio of connects versus attempts, e.g., “0/4” means 4 attempts with 0 connects.
Filtering, Syncing, & Resetting Your Dial List
Filtering Your List by Timezone
Optimize your calling strategy by filtering your dial list based on time zones. Ensuring you're calling prospects when they are likely to be available and active.
Resetting Your Session
When you reset your dialing session, it clears your "Completed tasks" list, removing all prospects except those with invalid phone numbers.
Synchronizing with Your CRM
Keep your list up-to-date by syncing it regularly. This process not only imports any updated contact information from your CRM but also exports changes made in ServiceBell back to your CRM.
Managing Your “Do Not Call” List
Marking Prospects as “Do Not Call”:
Prospects can be designated as “Do Not Call” in two ways:
- Directly from their prospect profile within the ServiceBell application. Located at the bottom left of the prospect profile.
- By accessing the “Do Not Call List” section at this link (settings → dialer), found at the bottom of the settings page in the dialer.
Accessing and Managing Your “Do Not Call” List:
Your “Do Not Call” list is available at this same link (settings → dialer). Here, you’re able to:
- View all numbers currently on the list.
- Remove numbers that no longer need to be excluded.
- Add new numbers to the list, ensuring compliance with prospect preferences.
Skipping Calls
The 'Skip Call' feature allows you to bypass a current prospect and proceed to the next one in your dial sequence. You can skip calls in the following ways:
- While a Call is Ringing or In Progress:
- You can skip the current call directly from the prospect's profile. Look for the “Skip to next call” button, located at the top right. This action will immediately terminate the ongoing call/ringing and move to the next prospect.
- From the Dialer List View:
- In the dialer list view, you will find a toggle button labeled “Skip” positioned on the right side of all the columns. You can use this to quickly skip over a prospect without initiating the call.
- Using the Dial List:
- The skip option is also available in the main dial list, near the reset button. This provides an easy way to navigate through your list without engaging in calls that you decide to skip.
Seeing Completed Tasks
Completed tasks are visible at the bottom of your screen for the duration of your dialing session. They include calls that were successfully completed, not answered, or terminated due to invalid numbers.
Resetting your dialing session will clear your "Completed Tasks" list, except for prospects with invalid phone numbers, which will remain listed.
The completed tasks are saved per list, ensuring that they remain accessible even after refreshing the page. This feature allows for a consistent tracking of your call activities throughout the session.