What is parallel dialing?
Parallel dialing is calling multiple numbers at once. Orum's A.I. is constantly scanning for a real
human, in which case you will get connected to them and all other calls will be cancelled.
A call ends for some reason (went to voicemail, failed, busy tone, etc.), in which case Orum will disposition the call for you, end the call, log the activity, and start dialing the next number - all automatically.
What happens when 2 people pick up at the same time?
Orum operates on the law of firsts. We will always connect you with the first person we detect, cancelling on the other calls. Based on connect rates the chances of this occurring are incredibly low. However if you have a high connect rate and dialing 10 people at once, the chances would go up.
How is it different from Power Dialing?
Multiple Calls will be placed at once versus one at a time. You will not hear the phone ring or the prospects initial greeting. Instead you will be transferred once the AI has determined you're live with a prospect.
How do I use it? How do I change the number of parallel calls?
Use the dropdown labeled "Parallel Calls" in the sidebar to change the number of simultaneous calls
Can I change the parallel number during calling?
Yes, while dialing you can select the dropdown in the sidebar to change the number of simultaneous calls.
Do you complete the call tasks once dialed? / Why aren't my call tasks being completed?
Not applicable - Salesforce is not based on call tasks. We will log activity to SFDC for every call placed other than cancelled calls.
Outreach and Salesloft
Orum will complete tasks that result in a fully completed call that either went to a VM or No Answer. Orum will not complete call tasks when encountering Dial-Tree, Failed, Busy, or upon cancelling a call.
In Outreach, are one-off / manual call tasks completed?
By default, Orum will not complete a one-off/manual call task unless you've connected and chosen a disposition. This can be toggled to have Orum complete the call task.
Best practices for parallel dialing?
The best number to choose will be based on connect rate. If your connect rate is 10%, that means on average you'll have to dial 10 numbers to reach one person.
Here at Orum, we have a roughly 5% connect rate and our team calls between 4-5 numbers at a time. If you notice your team is connecting very frequently, it's likely that you're calling too many numbers at once, and you should tone it down. In contrast, if it takes a long time to connect to someone, increase the number of simultaneous calls.
Outreach and Salesloft
The best practice is to choose a parallel number that gets you connected roughly every 90-120 seconds. This will give Orum time to complete call tasks for you and move the prospect to the next step of the Cadence/Sequence. Orum will NOT complete call tasks when a call is cancelled. For example if you're calling 5 people at once and you are connected, we will cancel on 4 calls. These tasks will NOT be completed, since Orum did not fully complete and disposition the call.
Additional best Practices
There are a number of best practices to be aware of while dialing.
1) While the system is dialing, anything highlighted in blue is currently being dialed. When you see Orum show a blue "Connect" icon, it means we've connected and it is determining whether or not it's a live person. Users should focus their eyes on the real-time text, you will see patterns that will let you know it's a VM versus a person. Trained users can accurately predict not only who they are going to get connected too, but also when they should be ready for the connect.
2) We highly suggest writing pre-call research down into fields that can be shown in Orum. This way you can be prepared for the conversation and keep conversion rates the same as manually dialing. In Outreach, we also suggest bringing in the "first sequence email" - which for many orgs is customized and provides a talk track.
3) Once you hear a beep and see the screen change - you're live with the person. You need to speak immediately in order to reduce hang ups or awkward intros.
What is a cancelled call?
In parallel dialing once someone picks up and we connect you, Orum will cancel the other calls. For example if you're calling 3 people at once and we connect you, that would result in 2 cancelled calls.
These cancelled calls will show up at the bottom of your list and our system will pause dialing when reaching these prospects. You will hear an automated voice suggest you change your "call from number".
Best practices for cancelled calls?
When reaching cancelled calls, the best practice is to change your phone number from the "Call from" feature, lower the parallel threshold down to 2-3 which reduces the chances of cancelling on people more than once. If you only have a handful of records, reps will often switch to Power-dialing to finish up.
Published on: 05 / 22 / 2020