A Progressive Dialer is a telecommunications technology often used in call centers and telemarketing operations to automate and streamline outbound calling processes. It is one of several types of automatic dialing systems, with the others being Predictive Dialers, Preview Dialers, and Power Dialers.
Here's how a Progressive Dialer works:
Contact List Management: The system is equipped with a list of phone numbers that need to be dialed. These numbers can be leads, prospects, customers, or any other type of contacts.
Agent Availability: The Progressive Dialer monitors the availability of call center agents. It initiates calls when an agent becomes available to take a call.
Call Progress Detection: The system uses algorithms to detect whether a call is answered by a live person, voicemail, or fax machine. When a live person answers, the call is transferred to an available agent.
Call Handling: When an agent is connected to the call, the system displays relevant information about the contact on the agent's screen, enabling them to have a conversation with the contact. This information can include the contact's name, previous interactions, and other context.
Contact Disposition: After the call ends, the agent can update the call disposition, indicating the outcome of the call (e.g., sale, follow-up, no answer, disconnected number, etc.). This information is stored for reporting and analysis purposes.
Key features and advantages of Progressive Dialers include:
Call pacing: Progressive Dialers control the rate at which calls are initiated, ensuring that an agent is available to handle each call, which reduces the likelihood of abandoned calls.
Improved agent productivity: Agents don't have to manually dial numbers, so they spend more time talking to potential customers and less time on repetitive tasks.
Enhanced call management: The system can prioritize calls based on factors such as lead quality, agent expertise, or campaign goals.
Call recording and analytics: Many Progressive Dialers offer call recording and reporting features, helping supervisors and managers evaluate agent performance and track campaign results.
Progressive Dialers are particularly useful in scenarios where it's essential to maintain a human touch in customer interactions, as they ensure that an agent is ready to speak with the contact as soon as the call is answered. However, they may not be as efficient as Predictive Dialers in terms of call volume, as they wait for agents to become available before making the next call.
