What is a Progressive Dialer?
A progressive dialer is an outbound telephony system that uses automatic dialing technique to make calls. The progressive dialer dials the next contact from a previously established list once the agent has finished the immediately previous call. A progressive dialer dials a single number for each available agent, meaning if at a precise moment there are 5 available agents, then the progressive dialer will make 5 calls.
How Does a Progressive Dialer Work?
The progressive dialer makes calls progressively by dialing one contact at a time as long as an agent indicates they are ready or available for the next call. A progressive dialer will allow greater control by your agents because it is less automated and ensures that agents are available. The progressive dialer makes far fewer calls than a predictive dialer, but gains in efficiency and reduces the abandonment rate because it ensures that customers are contacted by agents, thus eliminating wait time between calls. The progressive dialer will allow voicemails to be discarded, and calls that ring and ring without answer are disconnected at a predefined time.
