Setting up your Predictive Dialer for use in CloudTalk requires several important steps that are outlined in the following guide. In several cases, we already have dedicated guides for these parts of our system and so have provided the links to those as necessary.
In this guide you'll find information and/or links to dedicated guides for the following steps:
Predictive Dialer vs Power Dialer- which one to use
Setting up a Predictive Dialer campaign
Uploading campaign contacts to CloudTalk
Using the dialer
Predictive Dialer vs Power Dialer
In the next section below, we'll begin setting up a campaign, the first important step to using your Predictive Dialer. Before we get there, let's clear up one of the more commonly asked questions regarding the difference between Predictive Dialer and Power Dialer.
Early on when setting up your campaign, you'll be presented with the choice of Predictive Dialer or Power Dialer. Each dialer works in a slightly different way, starting with the order in which it dials the participants of a call.
Power Dialer- rings the agent first, once the agent accepts the call and is connected, the dialer rings the prospect.
Predictive Dialer- rings the prospect first, if/when they pick up, the dialer will ring an agent.
The main advantage for using predictive over power is that you can ring multiple prospects at same time, e.g 3 calls per agent. A typical use case for this would be if you bought a list of external contacts and you’re not sure of their quality/usefulness, perhaps you're cold calling and are expecting a low pickup rate.
The dialer automatically calls phone numbers included in your campaign’s contact list and directs them to currently available agents once they answer. These calls are only connected to agents once a prospect has already picked up. This method of calling strongly prioritises your agent's time, eliminating failed call attempts and increasing productivity.
Any secondary pickup (e.g your predictive dialer rings 3 prospects at the same time for an agent, they are connected to one, then another picks up) would be connected to another agent or queue depending on your setup.
💡 Note- While the Power Dialer can be turned on in our app, you'll always need to turn on the Predictive Dialer using the dashboard. Both dialers also have to be set up using the dashboard as this functionality does not exist in the app yet.
Due to the way it works (inviting an agent to a call and having them accept before dialing a prospect) the power dialer is more useful when the quality of your prospect list is good. Perhaps these are contacts you already know well, or sourced from reliable data. If the likelihood of these calls being answered is relatively high, power dialer will ensure an agent is always waiting on the call when a prospect answers. This method of calling is customer-focused, while maintaining consistent productivity for your agents, eliminating the need for them to manually search and dial contacts.
If you're looking for more information on using the Power Dialer specifically, check out the following articles:
Guide for using campaign/dialer in app:
Power dialer guide:
Setting up a campaign
Before you can use the Predictive Dialer, you'll need a campaign set up and assigned to it. To set up a new campaign or edit a current one, navigate to the dashboard and then Dialer- Campaigns. If you've not used Campaigns before and are looking for a detailed guide on setting up a brand new campaign for your dialer, click on the link below.
💡 Note- one of the most important things to consider when setting up a campaign and then uploading contacts is the use of 'Tags'. The use of tags is imperative when using dialers as this is currently the only way to group large numbers of customers together and have them assigned to the same campaign. You'll want to set up campaigns with tags, and ensure those tags are assigned to relevant customers. Multiple tags can be selected if needed although this will have to be done manually for each customer. CSV uploads (see below) and the use of API will also enable you to add tags to customers.
How to upload contacts to CloudTalk if you don't already have them
As mentioned above, you'll need to ensure all of the necessary campaign contacts are uploaded to your CloudTalk account, allocated to the campaign (via tags), and ready to be used by the dialer.
If you don't already have all your required contacts uploaded, there are multiple ways to do so. You may wish to use functionality provided by an integration you've already been using in tandem with CloudTalk, or you may have a file you need to upload. This will need to be a CSV file in the format described by the dedicated article below.
General uploading contacts guide:
CSV specific guidance:
Contacts ready and tagged? Set up your campaign? Time to start dialing!
To start using your dialer, simply navigate to the dialer section of the CloudTalk dashboard and begin calling using the Start Predictive Dialer button.
Whether you're using predictive or power, the system will connect your agent to a prospect from the campaign list you've assigned. Depending on your setup you may also have the functionality during and after the call to fill in information regarding your conversation, and the ability to add further tags to the contact depending on their interest in your call. The home screen for each dialer will begin showing a summary of live statistics once calls are underway. The dialer will continue calling until the campaign reaches its conclusion (all contacts have been reached or dialed the maximum number of times according to the configuration of your campaign).
❗Warning❗ There is currently a bug with the URL for our Power Dialer. Our team are aware of this and are working on a fix.
You may notice when using either dialer, the url always indicates that you're using predictive. If you also use the Power Dialer, please ensure you're in the right dialer before proceeding with calls.
If you have any further questions, please reach out to our support team, we are always happy to help!