Outbound Call Tracking Software Resources - Page 87

Yes, managers can view a real-time dashboard in VanillaSoft of agent activity. You can see who’s logged in, what they’ve resulted, what were the results, etc. For phone calls, we offer live call monitoring (whisper, barge, coach, transfer) with our VOIP phone system. All calls can be recorded for ongoing review and coaching. Built-in reports provide an ongoing snapshot of overall and individual agent performance. One of the unique benefits of our queue-based approach to sales engagement is that VanillaSoft tracks and records every touch point and action, ensuring a consistent user experience and sales cadence, as it automatically progresses to the next best available lead.

Our auto dialer makes one-to-one live phone calls. We offer two approaches: - Preview dialing (click-to-call, a manual process where the agent clicks on an icon on-screen, located adjacent to the lead’s phone number, once they are ready to start a call) allows the salesperson to familiarize themselves with the contact’s details before initiating the call. - Progressive dialing (after a lead is resulted, the next lead automatically appears on-screen and the number is automatically dialed) drives maximum productivity while still maintaining the quality of a one-to-one call. We do not provide robo- or predictive-dialing; most people recognize the familiar pause they hear, upon answering a call, as a robo-dialer and hang up. Further, such technologies are often in violation of TCPA requirements and potentially expose you to legal issues.

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