To RoboDial, or Not?

Which of the following phone calls would you tolerate? And which might you even welcome?

  1. Your family has gathered at the table for dinner when the phone rings. It’s a recording. The nice lady on the other end has an “important message for you about your credit card account”. She doesn’t identify your specific card or mention your bank’s name. You hang up immediately.
  2. A political candidate robodials your cell phone, asking for your support in the upcoming election.
  3. Your dentist’s autodialer calls, reminding you of an appointment you had forgotten to enter into your calendar.

Welcome to the brave new world of Robodial! Like it or not, autodialer software has become part of our culture–even if accepted grudgingly. How does it work? You simply import a list of phone numbers, record an outgoing message, and launch the software. The autodialer dials each number on your list, plays the appropriate recording, and logs the result of each call. Most autodialers offer the ability to respond. For example, ‘Press 1 to talk with a human, or 2 to leave a message.’

While any technology can be abused, autodialers can serve a useful purpose. Resourceful business owners may want to explore this capability as a part of their overall marketing and customer retention strategy.

Let’s look at the potential advantages from a business owner’s perspective. Would autodialing be an acceptable means of contacting your customers in any of these situations?

  • Your shop phone is ringing off the hook with calls from customers, asking for their order status. Contacting them proactively makes more sense, but your staff is already swamped, and you can’t afford to hire another employee just to make phone calls.
  • Your organization needs to contact all its members about a weather-related cancellation.
  • You wish you could call each of your clients personally to remind them of upcoming appointments, but simply don’t have the time or resources.
  • Your mortgage loan customers ask you to contact them immediately when rates dip, so they can lock their loan at the lower rate.
  • Business has slowed for your company. You decide to reach out and remind past customers of all the services your company offers.

Compare how much time it would take for someone at your office to make thousands of calls—when an autodialer could do the work with minimal effort.

Being on the receiving end of an unexpected robocall can be very annoying. And the last thing you want to do is irritate your customers. But there are measures you can take to avoid incurring their wrath.

For example, you could offer autodialing to customers as an opt-in service, letting them decide whether to receive automated phone calls. And, be sure to cross-reference your list of phone numbers with the national Do Not Call registry, so you don’t dial the number of anyone on the list.

Given a choice, most folks would prefer talking with a real person rather than listening to a recorded message. But when used judiciously, an autodialer can be a powerful tool to stay in touch with your customers and prospects.
If you’d like more information, please give me a call.

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