Progressive dialer software to enhance call center efficiency

A progressive dialer is used to maintain a consistent pace of dialing and minimize the number of dropped calls by placing one call per agent at a time. Progressive dialer software allows agents to review information about a record prior to dialing for a limited timeframe. Calls are initiated by agents clicking to dial or when the predetermined timeframe to review the record runs out.

Outbound progressive dialers ensure that agents do not spend too much time reviewing each lead in order to boost efficiency and reach leads quicker. Since calls can be placed automatically using a progressive dialer, Convoso recommends obtaining express-written consent from leads prior to using this dialing type.

Similar to preview dialing, the progressive dialing mode offers agents time to review customer data before speaking with them. This makes it an ideal solution for dealing with existing customers, and sensitive or complex cases. However, because progressive dialing limits the agent’s review time, it can still be used in situations where a higher dialing rate or call volume is required when compared with preview dialing.

Rather than limit the number of initiated calls to the number of available agents, a predictive dialer automatically makes multiple calls per agent and uses artificial intelligence to “predict” when an agent will be available. Agents will only be connected to a call when a live person answers the call.

Preview and progressive dialers automatically initiate calls for agents, but they differ in how much control they give the agent before a call connects. A progressive dialer automatically dials the next number when an agent becomes available and briefly displays the contact’s information, allowing a short moment for review before the call is connected. In contrast, a power dialer also dials one call per agent automatically, but focuses solely on maximizing call volume and minimizing idle time, usually without a preview period.

A preview dialer presents a contact’s details for review before the agent manually initiates the call. A progressive dialer also displays contact information prior to the call, but automatically dials the next contact at a set amount of time after an agent completes their last call.