Multi-line (a.k.a parallel, predictive) dialers make outreach faster by calling multiple numbers at once, and transfering calls to an agent once a contact is on the line.
A lot of businesses see this as an opportunity to save their team time and improve outreach success.
Because faster is better, right?
Not so fast.
Call volume and velocity are important, but only if your call engagement metrics are strong.
At the end of the day, it's quality conversations that matter.
We're talking to more and more teams who are considering the switch from their multi-line platform because their answer rates are low, hangups are high, and they're continually showing up as "Spam/Scam Likely."
Which begs the question, "I'm getting through calls faster, but at what cost?"
If you're tired of burning through leads, and consistently make hundreds of calls to land just a few conversations, you'll definitely want to read this.
For all kinds of reasons, multi-line dialers can hinder your ability to connect with your leads, leaving you with fewer quality conversations.
Here they are, and how our efficient 1-to-1 solution solves for them.
Multi-line dialers have it:
When a contact says, “hello” there’s an awkward pause or beep before the agent comes on the line. This dreaded "telemarketer's delay" can negatively impact conversations and increase hangups.
PhoneBurner does not:
Agents hear "hello" and respond instantly. The experience is seamless, with no beep or pause.
Bottom line: Multi-line dialers can get conversations off on the wrong foot.
Multi-line and Live Voicemail don't mix:
iPhones transcribe voicemails in real-time and contacts can answer the call mid-message. Without an agent live on the line, users of multi-line dialers cannot turn live voicemails into live conversations.
PhoneBurner optimizes the Live Voicemail experience:
Agents are in a perfect position to leave personalized live messages that turn into conversations.
Bottom line: As more contacts screen calls using Live Voicemail, using a multi-line solution will result in a lot of lost opportunity for live conversations.
Multi-line dialers drop calls:
Anytime a contact answers the call and no agent is available, the call is abandoned. Not only a bad experience for your contacts, exceeding a 3% threshold for dropped calls could result in FCC fines upwards of $43,000 per call under the TSR (Telemarketing Sales Rule).
PhoneBurner does not:
Agents are already on the line when the contact answers, so there is no risk of dropped calls. Agents can make the most of every live answer.
Bottom line: Multi-line dialers waste precious live answers and expose businesses to additional compliance risk.
Multi-line dialers increase risk:
Dropped calls and telemarketer’s delay increase the likelihood of hangups and short duration calls (6 seconds or less) - a key factor used by carriers to apply scam/spam flags.
Risk is lower with PhoneBurner:
With no delay or dropped calls, the risk of short duration calls is lower when using our 1-to-1 platform.
Bottom line: Multi-line dialers can negatively impact call metrics used by carriers to apply spam labels.
Multi-line dialers increase risk:
Dropped calls and telemarketer’s delay increase the likelihood of number blocks - which decreases list value and increases risk of flags.
Risk is lower with PhoneBurner:
With no delay or dropped calls, the risk of number blocks is lower when using our 1-to-1 platform.
Bottom line: Multi-line dialers can increase number blocks and increase risk of spam flags.
Multi-line dialers:
Elevated risk of spam flags, dropped calls and hangups can erode call answer and engagement rates compared to single-line dialing.
PhoneBurner:
Our 1-to-1 platform and best-practice guidance promote call practices that support number reputation and healthy answer and engagement rates.
Bottom line: Switching from multi-line to PhoneBurner can lift answer rates significantly.
Multi-line dialers rush agents:
Agents don’t have time to review notes for valuable context before they are brought to a call, leaving them rushed and underprepared for each conversation.
PhoneBurner does not:
Agents have an opportunity to review notes and contact history for helpful context so they show up to each call with a clear gameplan and message.
Bottom line: Agents are less prepared for conversations when using multi-line.
There's no question that multi-line dialing is fast.
But how fast is too fast?
Is your speed increasing pipeline engagement? Or leading you to fewer conversations, just... faster.
For companies with huge quantities of leads, multi-line may be the way to go.
But if you're looking to build relationships, and get more juice from your leads, it's time to consider a 1-to-1 approach.
Ready to see how efficient and scalable 1-to-1 communications can be?
