5 Benefits of using a Power Dialer with Salesforce Sales Engagement [Former High Velocity Sales]
Customer relationship building and management relies heavily on communication. Despite dropping emails has become a predominant form of communication for both B2B and B2C sales, calling over the phone is still the first choice for those at the frontline of many organizations (like sales reps) to connect with clients and customers. After all, phone calls add a personal touch, feel more professional, and are more personable than emails.
Studies show that the chances of customers responding to phone calls made by sales reps is 8.1% whereas email response rate is merely 0.03%. Isn’t that a huge difference?
Salesforce High-Velocity Sales
On average, sales reps spend around one third of their time talking with customers. Salesforce has been keen on helping reps organize their tasks and schedule time in a meaningful way so sales teams can spare more time on actually talking to their prospects and clients- in other words, perform better and more efficiently.
The rest of the time, sales tasks involve tracking progress and following up, seeking out contacts, planning tasks and taking notes. Salesforce High-Velocity Sales has been a game-changer for speeding up these sales processes and increasing efficiency and productivity through phone integration and artificial intelligence.
- Some of the basic features provided by Salesforce for High-Velocity Sales are:
- Work Queue
- Lightning Sales Console
- Sales Cadences tab
- My Feed Tab
- Engagements related list
- MyList Tab
- Einstein Activity Capture
- Power Dialer
- Call script
- Voicemail drop
- Call result tracker
- Einstein Call Coaching
- Click to dial
Before going on let’s turn our attention to features available in High-Velocity Sales
Split-View: Allows the user to see a valuable component or list view while they work with other tabs and subtabs.
Work Queue: Displays a prioritized list of emails, calls, and other tasks inside the Lightning Sales Console.
Lightning Sales Console: Provides all the tools sales reps need in one layout. So there’s no jumping back and forth between apps.
Sales Cadences tab: Shows activities as defined by Sales Managers, who can customize and update them as per their requirements like a set of sales playbooks for sales agents to follow.
My Feed Tab: Portrays user-client interactions with emails from sales cadences. It informs when the lead opens an email or performs other actions like a reply or clicking an email link.
Engagements related list: Details every communication that took place the last 90 days, as well as when and how many times recipients were involved with emails, in chronological order.
MyList Tab: Enables adding one-off calls or emails to the MyList tab. Selecting from the “Action” dropdown, records can be added to MyList or sales cadences. One click on the email icon to write an email. There are email templates to choose from.
Einstein Activity Capture: This helps the user to automatically associate relevant emails to records.
Power Dialer: like the PhoneIQ power dialer, this tool automates outbound calling and optimize dialing call lists from the Salesforce console.
Call script: makes life simpler for sales reps by guiding them on exactly what to say though the call, standardizing company communications and accelerating call resolution.
Voicemail drop: Enables leaving a pre-recorded voicemail message in the customer’s inbox.
Call result tracker: Helps in getting an insight into team performance.
Einstein Call Coaching: Helps Managers trace insights and trends in call recordings by making use of natural language processing, to later can tailor training sessions accordingly.
Click to dial: This helps in saving time in dialing numbers just on one click avoiding manual dialing.
How High-Velocity Sales proves useful for Sales Rep Teams
Salesforce High-velocity Sales makes actionable data available for sales teams to plan out their tasks based on insights. It’s considered one of Sales Cloud best, as deploying High-Velocity Sales holds interesting benefits, such as:
1. Lead Scoring to help prioritize and schedule tasks efficiently
2. Sales Cadence Configuration for a normalized, natural flow to the sales process
3. Work Queues replacing the old-fashioned to do list
4. Phone and Sales dialer integration
5. Phone interaction Analysis with Conversation Insights and Call Coaching
6. Deeper analytics come out of the box
7. Automation of email and calendar integration with Einstein Activity Capture
Various companies provide many additional features that enhance Salesforce High-Velocity Sales. One of them is PhoneIQ, that helps accelerate revenue growth with HVS, providing automation to both cadence and work queue a while logging all phone activity, disposition codes and call recordings to the corresponding Salesforce record.
- Benefits of using PhoneIQ and High Velocity Sales:
- Seamlessly Move Through Your Cadence
- Dial from work queue using click to dial
- Call result branching by mapping disposition codes to Salesforce High Velocity Sales
- Import pending call steps from your High Velocity Sales work queue into the power dialer
- Automate outbound dialig sessions
- Have call data automatically synced and logged into Salesforce
For Sales Cloud, Salesforce includes a reduced number of free Einstein Activity Capture licenses. This is more like a trial, so companies have to purchase the additional licenses to complete their team’s requirements.
Nonetheless, Einstein Activity Capture is included among the HVS license integration benefits for no extra cost!
Power Dialer for Salesforce
Out of all the features stated above, one of the features that are vital for sales reps is the Power Dialer. This tool is based on automatic dialing technology that can dial numbers from a CRM call list, and connect them to the agent only when calls are answered by the customer or lead. That is, it connects sales reps to customers only when there is a live connection. Prior to this application, there were many times when the number would be busy or not picked up by the customer, wasting agents’ time and company resources. Another feature of this dialer is that the application dials one number after the other.
- Key characteristics of a Power Dialer include:
- Call logs and Lookup Call Records: automatically keeps a history of all calls.
- Creating Call Lists from Salesforce
- Local Presence dialing: Calls clients displaying their same local area code.
- Logging Notes: Enables sales reps in logging notes while on call or giving them a set time to complete it after the call.
- Direct Calling, Call Forwarding and in-call actions.
- Voice-Mail Drop: When calls aren’t picked up, reps can select among different pre-recorded voice-mail messages and hop to the next call.
- Call Recording and Monitoring
- Notification for missed calls
- Dialer to Utility Bar
- User Accessibility: This feature helps in restricting access based on user profile.
Main Benefits of using a Power Dialer with Salesforce High-Velocity Sales:
1. Saves time:
Given that the process is automated, Sales reps don't have to manually dial or wait for a call. A Power dialing session is performed from a Salesforce call list so Sales reps don't have to spend time picking out the number to dial next. Lastly, with a voicemail drop feature, a call going straight to voicemail is no longer wasted and agents can get a prerecorded message through. Thus saves the time of Sales reps further.
2. Connects only when live connection:
With the help of a Power Dialer the next call starts only when the customer is connected, that is when a customer has answered the call. Earlier, without Power Dialer sales reps had to be on a phone line even when a call was ringing or there was a busy tone. This would lead to waste of their precious time. A Power Dialer gives time for agents to log disposition codes, gather notes or other information if they require it for the next call.
3. Avoids long wait for customers
The Call forwarding feature in the Power dialer allows calls being transferred to another sales representative in case the 1st assigned representative is no longer free when the live connection gets through. This avoids missing the interaction with the prospect or the client abandoning the call.
4. Leverage Logging Notes and Call History to track conversation highlights
When integrated with CRMs like Salesforce, information related to the customer or customer’s response can be stored in the form of comments while Sales reps are on call. The history of the customer can also be retrieved for upcoming calls or campaign targeting.
5. Personal touch involved in connecting to customers:
This is a well known fact that human touch benefits business. When agents talk directly to the customer, the interaction is perceived as more personable and trustworthy. Human components give a sense of tangibility that oftentimes translates as seriousness and proximity to the client. It's always one step ahead of the self-serviced call and yields better outputs for the companies.
PLUS! Sales reps training sessions can be designed after having meaningful insights of call recordings:
Managers can trace how individuals are performing after listening to call recordings. Call recordings can help managers detect improvement opportunities and plan up-skilling training of the team accordingly.
In the end, I would like to mention that Power Dialer has proved its worth for those teams which have a huge caller list. It has been beneficial for the companies in increasing the number of calls per hour. With its help companies have managed to increase the volume of follow-up calls and quality of calls made to customers which led to an escalation in business.
In case you are one of the companies with the same requirements, I would suggest definitely going for Power Dialer and giving it a try. Click here to get a 7-day free trial to try how combining a power dialer with High-Velocity Sales works for you!