5 benefits of using CTI Screen Pop with Autodialers for Remote Sales Reps

Screen pop is a useful tool for sales reps that make outbound calls and receive inbound calls.

Screen pop is a form of CTI – computer telephony integration. This refers to any technology that enables a computer and a telephone work together. CTI includes a large number of telephony tools.

Screen pop is a feature of lead management CRMs and telephone dialing systems. Screen pop is especially useful when inbound/outbound call blending is being used.

Inbound/outbound call blending works as follows; first, the sales rep becomes available to receive incoming phone calls. The sales representative then signs in to an outbound autodialer initiative. The autodialer will continue to route new leads for the sales rep to call whenever he is available.

When an inbound call is received by the call center, and the sales rep is between calls, he is automatically marked as unavailable in the outbound autodialer initiative. The inbound call is then routed through to the sales representative.

When this call is routed, CTI screen pop is activated. The screen pop creates a live data link between the company CRM and the incoming call. Key information from the call is immediately captured within the CRM. The caller ID of the incoming call is compared to those stored in the lead management CRM, and the information stored on the incoming call is displayed on screen for the answering sales rep. If there are no records available within the data base a blank screen is displayed. The sales rep can record more contact information and notes on the phone call directly into the screen pop and those changes are saved within the CRM.

There are several important benefits from using CTI screen pop:

1. Sales reps can answer inbound calls knowing much more about those callers. This could include what search engine they visited the company website from and which keyword they had searched for, their company name, their phone number, and more.
2. Sales reps have instant access to prior conversations and the dates and times of those previous calls.
3. Sales reps can immediately capture inbound call data and mark the record for future use.
4. Sales representatives can appropriately response to calls coming from multiple inbound initiatives because of the relevant information presented to him at the start of each call.
5. All information gathered is stored within the lead management CRM’s centralized database, allowing any sales rep to have instant access to all relevant data on any specific caller.