Getting Started With Auto-Dialer

Setting Up Auto-Dialer

1. Create Your Dial Account

If you haven’t setup your dial account, visit the Dialer tab and you’ll be prompted to connect your CRM, fill out your business information, and pick your caller ID:

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Next you can generate your first phone number by entering your preferred area code. You can also regenerate your phone number until you find one you like:

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2. Enable Your Microphone

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If you aren’t able to see your connected microphones, you’ll need to grant ServiceBell access. You can grant access to your microphone in Settings → Audio & Video:

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Click “Grant Access”, then click “Allow” in the popup box.

3. Use The Dialpad

You can use the dialpad to manually enter in phone numbers — so you can call specific prospects without needing to load them up in a sequence.

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We recommend you enter in and call your own phone number before dialing prospects, to ensure everything is working correctly.

4. Start, Stop, Pause, And Reset Your Dial Session

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Starting your session will begin calling prospects in your active list.

Stopping your session will cancel all calls in progress and prevent further calls.

Pausing your session will prevent further calls while allowing you to remain on active calls.

Resetting your session will remove all prospects from your “Completed tasks” (besides prospects with bad phone numbers).

Power Dialing vs Parallel Dialing

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Power Dialing

Power dialing automatically dials one contact at a time. Only calling the next contact once the current dial has ended or is skipped.

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When to use power dialing:

  1. For High-Quality Leads: If you are calling high-quality or high-value leads, it might be more beneficial to use power dialing to ensure every lead is given the appropriate time and attention.
  2. For Personalized Conversations: When the call requires a personal touch or is part of a relationship-building process, power dialing is preferable. It ensures the agent is available as soon as the call is answered, allowing for immediate and personalized interaction.
  3. For New Reps: Power dialing serves as a training tool for reps who are not yet comfortable with parallel dialing, offering them additional time to integrate pre-call research into CRM fields and adopt other best practices.

Skipping answering machines:

"Skip answering machines" uses AI to detect and bypass voicemails, allowing the dialer to focus on connecting calls only when a live person answers.

Parallel Dialing

Parallel dialing simultaneously dials multiple contacts at once, only connecting the agent to calls that are picked up (which will end other ongoing calls until that active call is finished).

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When to use parallel dialing:

  1. For High Volume Calling: When you need to contact a large number of people in a short period — parallel dialing is more efficient.
  2. For Cold-Calling: When calling a list of cold leads, where the connection rate might be low, parallel dialing can maximize the chance of connecting with more people.

Choosing parallel call count:

Take 100 and divide it by your usual connect rate percentage to find out how many calls to make at the same time. If you're getting too many answers at once, reduce this number. If it's taking too long to get an answer, bump this number up. The max parallel call count is 9.

What happens if multiple people pick up at once?

If you picked a good parallel call count, the chances of this happening are very low. However, if two contacts end up answering at nearly the same time — you’ll be connected to the first person that picked up.

Importing a Dial List

Here’s how to import a dial list into ServiceBell:

  1. Prepare Contact List: Ensure you have a contact list ready in your CRM (HubSpot, Salesforce, Outreach, etc). You are currently not able to directly import a dial list from a CSV.
  2. Open Dial List Dropdown: In ServiceBell, locate and click the “Dial List” dropdown on the top bar.
  3. Select List: Find and select your list by its name.
  4. Search Dial Lists: If you have multiple lists, use the search function to find the one you need quickly.
  5. Syncing: The contacts' properties from your CRM will now sync and be visible in ServiceBell’s auto-dialer.

Prospect Profiles

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The prospect profile lets you quickly get information on the person you’re talking to.

Accessing the Prospect Profile View

  1. During a Call: The profile view will automatically pop up when a call is connected.
  2. Manually Opening a Profile:
    • Hover over the prospect's name in any list.
    • Click on “Open Profile” to view their full details.

Call Management

  • End Call: Terminate the current call.
  • Skip Call: Move to the next call in the queue.
  • Mute: Temporarily prevent the prospect from hearing your voice
  • Log Call Notes: Enter any notes or important information discussed during the call in the call notes section. Synced with your CRM.

Prospect Information

  • Contact Information: View basic contact details such as phone number and email.
  • Company Information: View company details like website, industry, size, estimated revenue, etc.

Integration with External Platforms

  • HubSpot Record: Click on the HubSpot icon to view the prospect's records in HubSpot.
  • LinkedIn Search: Perform a LinkedIn search to find the prospect's profile.
  • Google Search: Click the Google icon to search for the prospect's full name along with their company for instant results.

Do Not Call List

  • Add the prospect to the "Do Not Call" list if necessary.

Activity Log

  • View the most recent activities performed by the sales representatives, such as the last call made to the prospect.

Logging Call Notes

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Record any relevant details during or after the call in the prospect profile's call notes section. All call notes are automatically synced in your CRM.

Call Disposition Options

After a call, you can classify its outcome using the following dispositions:

  • Busy: The line was occupied.
  • Connected: Successfully connected to the prospect.
  • Left Live Message: Left a message with a person.
  • Left Voicemail: Left a voicemail message.
  • No Answer: The call was not answered.
  • Wrong Number: The dialed number was incorrect.

Recording Your Calls

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First, navigate to ServiceBell Dialer Settings to manage your call recording settings. You’ll be looking to configure the following settings:

  • Enable Call Recordings: Toggle the recording feature on or off for all calls.
  • Enable International Call Recordings: Manage recording settings for international calls separately. Disabled by default.
  • Area Code Specific Recording:
    • Only Record in Specific Area Codes: Enter area codes to limit recording to those regions.
    • Exclude Specific Area Codes: List area codes where calls should not be recorded.
  • Recording Both Parties: Default setting records both sales rep and customer audio.
  • Recording Sales Rep Only: Only record the sales reps voice and audio. Select this if operating within two-party consent jurisdictions.

Generating Phone Numbers

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You generate your first phone number when creating your dial account. If you want to generate more numbers, go to ServiceBell Dialer Settings → Phone Numbers:

  • Click 'New number'
  • Enter desired area code
  • Click 'Generate number'

You can also view your phone numbers’ status here, as well as release numbers (remove them).

Call Credits Explained

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Each connected call consumes one call credit, regardless of the call's duration or if it's an international call.

The number of call credits you receive each month is determined by your ServiceBell package. Call credits are refreshed at the start of each month

You can gain extra call credits by inviting friends to ServiceBell using your referral link.

International Dialing

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ServiceBell offers international dialing to Brazil, Australia, Ireland, and Great Britain by default. You have the option to enable or disable call recording for international calls independently. It's also possible to exclude certain international countries from being recorded in your settings.

Caller ID

Using your company's name as the caller ID can boost the trustworthiness of your calls, avoiding the “Unknown” label.

Your caller ID is chosen when you first set up your ServiceBell dialer account.

The caller ID is uniform across your organization and is not specific to individual representatives.