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Auto Dial

With Auto Dial enabled, a single click will:

  1. End the current call
  2. Automatically start the next one intelligently

Auto Dial is designed to boost productivity while maintaining a positive donor experience and adapting to call patterns. This automation takes care of several smart processes behind the scenes. For example:

  • Callbacks are scheduled automatically when they are due.
  • Records are skipped once their maximum call attempt limit is reached.
  • Invalid numbers are filtered out during the import process.

You can also configure how the system selects outbound numbers:

  • Cycle: Chooses the number used the fewest times from the outbound numbers assigned to the campaign.
  • Randomise: Selects a number randomly from the assigned pool.
  • Fixed: Assigns a specific number, allowing you to monitor its performance. This is particularly useful for new or cold lists, where you want to preserve warmer numbers for more responsive leads.

The Auto Dialler can be fine-tuned using sophisticated conditions in the Call Lists, ensuring that only the right records are included or excluded from the process.

Why Doesn’t Evergiving Use a Predictive Dialler?

Predictive diallers, while increasing call volume, come with downsides we avoid with Auto Dial. Two major issues stand out:

  1. Call Delays: Predictive diallers often create a noticeable pause at the start of a call as they verify the recipient is a human and not an answering machine. This can give a bad first impression to donors.

  2. Dropped Calls: Predictive diallers can mistakenly drop calls or connect when no agent is available. This is not only illegal in some countries but also risks having your numbers flagged as spam, damaging your reputation.

In addition, you shouldn’t ignore the contact rate when evaluating productivity. Using a predictive dialler with your charity’s verified outbound number can backfire by triggering carrier pattern detection, leading to your number being flagged and burning valuable leads. For this reason, Auto Dial provides a more balanced and secure approach.