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Predictive Dialer

The Predictive Dialer is a powerful tool to make your sales team more effective. It lets your team collaboratively call a list of leads and connects leads that answer to an available person in the Predictive Dialer session.

Power Dialing vs Predictive Dialing

In a Predictive Dialer session, the Dialer will intelligently start calling more leads than there are available sales people. The reason this works is that not all of the leads you call end up as conversations. Sometimes people don’t answer or the phone number is no good. In those cases, the Dialer automatically calls another lead. The main benefits of this are:

  • No waiting for phones to ring. The Predictive Dialer juggles multiple calls so you spend less time waiting between human conversations.
  • No sitting on a lead page waiting to see if you’ll get to talk with them. Since the Predictive Dialer is trying multiple leads at once, you don’t have to sit on a lead page waiting to see if they’ll answer the phone.

Local regulations and compliance

Because the Predictive Dialer is making calls on your behalf, there are a couple of things you should be aware of:

  • The regulations surrounding the use of any predictive or automated dialers vary by country. Close.io has several features designed to help your team comply with these regulations, but may not be designed specifically for your country or region.
  • We’ve taken steps to automate some of areas of compliance in the United States, Canada, the United Kingdom, Australia, and Germany. However, Close.io gives you the power to call who and when you want, and it is your responsibility to ensure that you’re in compliance with all local, regional and national requirements.

Predictive Dialer compliance assistance features

  • The Predictive Dialer automatically limits the rate of abandoned calls (calls which are connected but for which there is no available sales person) to 3% over 30 days.
  • If someone answers a call but there’s no sales person available, the Predictive Dialer will automatically play a recorded Predictive Calling Abandonment Message letting them know who called and how to get in touch with you. You can record your own message or use our pre-recorded message.
  • The Group Number you are dialing from will be displayed as the Caller ID to the customers you are calling.
  • With the Predictive Dialer, you may not hear a phone ringing, but there are still regulations that specify a minimum ring time. The Predictive Dialer rings for 15 seconds, no matter what.

Additional considerations

  • “Do not call” lists—many countries and municipalities have regulations regarding lists of numbers you are not allowed to call. These can include emergency services, government offices, and members of the public who have opted out. Please see the list of resources below for links to some of these lists.
  • Time of day—some countries may regulate the hours during which you can call. You can use Close.io’s powerful search filters to create Smart Views that only include leads in certain time zones.
    • You can limit your Smart Views with a simple query like local_time > 9am local_time < 5pm For more information, see our FAQ on Searching with Timezones
  • Time before recalling a lead—the number of times and delay before you can call the same lead again vary by country.
    • For example, you may want to limit your Smart Views to leads who haven’t been called in the past 72 hours, which you can do easily with a query like this not called < "72 hours ago".

Resources

USA

Germany

UK

Canada

Australia

Multiple countries