Using AI in the contact center space

Quotes

• “Often telesales gets confused with telemarketing and while they correlate and feel the same, to me, telesales is an act of professional sales. It is a skillset and a mindset to be able to do outbound methodology or even inbound telesales, and give them professional, service-oriented experience.” -Jake“The best telesales verticals are very high-level into the senior demographic and because of the pandemic, pretty much everybody is at home so there are higher connected rates.” -Jake“There are a lot of bad actors who don’t care about compliance and Robo-dialing which gives us a bad rep. But those of us who are following the ethics and compliance, we study TCAB in the telephone and the Consumer Protection Act. We understand that we need to have the leads that have the prior, express written consent (PEWC) or we have an established business relationship.” -Jake“Dialing for dialogue is more of the right way to go about in telesales. The ones that are doing this right are those that have the ‘serve don’t sell’ mindset in their training and in their methodologies.” -Jake“ATDS (Auto-Dialers) is basically talking about a dialer in the TCPA (Telephone Consumer Protection Act) world. With that in mind, the right technology partner knows these acronyms and testing them as far as his acronyms are concerned.” -Jake“So contact center is basically the warehouse where all the phones used to be and now we could do it digitally or in the cloud.” -Ben“This is for a lot of the marketing people who need to convert their leads to actual phone conversations or even text because now you have omnichannel contact center software so you have multiple ways to approach somebody and now you even have workflow automation.” -Jake“It’s interesting that the marketing automation technology is essentially used in omnichannel communication. You are mixing your email messages, your telephone calls. You could now really try to do a good job, across multiple different channels, of getting in front of someone.” -Ben “You have to think about the customer’s journey before you set any kind of cadence. Understand where they came from, if they come from an online web form, is that form been aggregated? Is that exclusive? Where is the traffic coming from? You have to be mindful of all these.” -Jake“I have seen the best results afternoon, around 12 to 1 p.m. It is time zone-sensitive. The right kind of technology understands the time zones in which people are in.” -Jake“It is most useful in any industry where you can gain that credibility factor just like when your bank calls, they are going to call and they will find a way to verify you before they transact with you. You have to find the credibility so the verticals in which I found the most successful are the financial services, for sure.” -Jake“You can’t really replace a human agent on a fresh lead but in the aged lead, TCPA allows us to transact with individuals as long as they haven’t opted out for 90 days. After the 7th day, we found the use of AI as the best way of reaching out to them on aged data to help vet faster and get those leads and understand whether or not they are going to pick up the phone or if they are not really interested.” -Jake“So the machine is actually listening when it is an auto-dialer, you say ‘take me off your list’ and it should process that.” -Jake