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How SpotOn reduces BDR training time by 50% with Dialpad Ai

A person encoding on the touchscreen

Have you been shopping lately? The restaurant or store you went to might have been using SpotOn’s point-of-sale systems and digital services.

And with so many customers, their support team is ready by the phones at all times to help with questions, while their BDR team is always reaching out to new potential clients.

At least, they are now. They had a bit more trouble with that before, when SpotOn’s communications platform struggled with constant dropped calls and outages. Calls could drop during peak hours, and the outages could last anywhere from hours to days. According to their Head of RTA and Compliance for BDR, Gina Yfarraguerri, they simply couldn’t rely on it for anything.

It was time for a more reliable cloud-based communications platform.

More efficient outbound calls with Dialpad Ai

When SpotOn switched to Dialpad, they started with Dialpad Ai Voice for just inbound and internal calls, since the majority of their calls are inbound. But Gina realized that Dialpad’s features would be incredibly helpful for outbound calls as well, so she added Dialpad Ai Sales Center.

“I knew for a fact that Dialpad was going to be super helpful, both for the agents and for me.”

Gina Yfarraguerri | Head of RTA and Compliance for BDR
Clothing shop
A woman taking down notes

“I knew for a fact that Dialpad was going to be super helpful, both for the agents and for me.”

Gina Yfarraguerri | Head of RTA and Compliance for BDR

Almost immediately, Dialpad helped make calling easier across the company. With the built-in sales AI features, for instance, admins can see at a glance how their sellers are performing with real-time transcriptions and sentiment analysis, then step in to assist agents with calls as needed:

Screenshot of Dialpad Ai analyzing the sentiment of multiple calls in real time

Dialpad has done so much. For example, we used to have around 45 admins, which was about a third of my whole department. We didn’t have control over who was listening to other peoples’ calls. Now admins can listen into and coach their own teams.

Gina Yfarraguerri

Even then, the admins usually don’t even need to step in, because Dialpad Ai provides live coaching through real-time suggestions and assistance. For example, when Dialpad Ai hears a certain phrase or question, it can automatically provide the agent with relevant information in a convenient pop-up card:

Screenshot of Dialpad's real time assist card feature popping up helpful notes for an agent or rep when a tricky question comes up on a call

Reducing BDR training time by 50% with transcriptions and Custom Moments

Speaking of Dialpad Ai, SpotOn also uses the Custom Moments feature to track how many times callers mention certain phrases during a call, like the name of a competitor.

Before, SpotOn’s team had to manually listen to each call to search for repeated words from callers. Now, it’s much easier to see who’s being mentioned and in what context, so they can prepare their team for any questions about the competition.

Better yet, the team can also use Dialpad Ai to see if calls are going well, so they can pick out learning points more efficiently, share the best calls, and train their team more effectively.

“We make almost 130,000 outbound calls per month. With Custom Moments and live transcriptions, not only can we quickly audit calls to see if callers are mentioning certain words repeatedly, but we can also see if our reps are covering all the main points of our call script,“ Gina says. “We’ve reduced our training time by 50%.”

Keeping track of every call with dispositions and contact center analytics

When you have a lot of calls and a lot of agents, it can be easy to lose track of who spoke with whom and what was discussed. Taking notes of everything is all well and good, but it’s also time consuming, and the notes can get cluttered quite quickly.

Well, Dialpad also helps SpotOn keep track of those with the call disposition feature. This logs the outcomes of all calls so it’s easy to track how well they’ve gone and gives admins insights and visibility for their teams:

Screenshot of call dispositions in Dialpad's online dashboard

“These are good for both the agents and those of us who are checking the dispositions," says Gina, "Because they keep track of callbacks and if we got an appointment, instead of just having it hidden in a document.”

Another tool that SpotOn uses to track calls is Dialpad’s contact center analytics. “The analytics dashboard helps our QA team at our call center track who’s on duty and see who is actually in front of their computers,” Gina says. “It’s helped our QA team work more efficiently.”

Keeping calls organized and saving 4 to 5 hours a week with integrations

SpotOn uses Salesforce as their CRM for organizing calls and customer interactions. Normally, agents would have to log their calls in Salesforce after each interaction, but Dialpad’s Salesforce integration automatically logs the calls, complete with highlights, transcripts, and recordings. This way, whenever Gina or an admin has to check the calls to confirm that the agent closed a deal, they can see it there right away:

Screenshot of Dialpad's Salesforce integration automatically logging the calls, complete with highlights, transcripts, and recordings

“One of the things that me and my team do is we check deals that agents close to confirm that it came from them,” Gina said. “With the Salesforce integration, we can just check the transcript and recording.”

Dialpad’s Salesforce integration has another bonus for the team: organizing calls according to agents. “It helps our agents see if a number has been called before, so they know not to work the call,” Gina says.

Another integration that’s been helping the SpotOn team save time is Dialpad’s Chrome Click-to-call, which lets the team click on a phone number on a webpage and auto-populate that in the desktop app to quickly and conveniently place calls.

“Click-to-call saves us so much time because we don’t have to copy and paste numbers anymore,” Gina says. “It easily saves us four to five hours a week.”

A single number for all their calls

There was one other problem SpotOn had: with customers all across the US, their agents needed a lot of different local phone numbers. That left agents constantly switching back and forth between different numbers, depending on where they were calling or who was calling them—it was getting out of hand. But Dialpad’s local presence gives their team numbers with local area codes for each territory, all from a single device and account.

Local presence is something we were looking for, because we got to the point where some of our agents had around 13 numbers each. Obviously, the bill was super high. But as soon as we started using local presence, we no longer had that problem. Just being able to give agents one number has been awesome.

Gina Yfarraguerri

What about anyone who needs to work on the go? Well, they can use their personal phones to make calls from their Dialpad number, so they’re always available to team members, managers, or customers from the same number, wherever they are. “It’s the best way to both communicate with leads and account executives,” says Gina.

Up next: Salesforce CTI and QA scorecards to improve team performance

Even though SpotOn has been making more efficient outbound calls, keeping calls organized, and saving their team significant amounts of time, the team isn’t stopping there.

Now, they’re looking to use more Dialpad Ai features like QA scorecards, which will help their supervisors coach agents more effectively, improve customer service, and increase customer customer retention.

We can’t wait to see how SpotOn takes advantage of even more Dialpad features and integrations to help their team save more time, improve team performance, and serve their customers better.

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