With the wide array of recent technological advancements, call centers can use a variety of sophisticated call-related software to maximize agent productivity and enhance customer experiences.
One such tool is the Progressive dialer. It is use to help call center agents save considerable time and effort when making calls.
Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialer solutions.
What is a Progressive Dialer?
Progressive dialing is an automated dialing technique. It presents contact information to the call center agent prior to dialing the phone number. The agent is given a specific amount of time to perform this review prior to the dialer automatically placing the call.
A progressive dialer provided by Kingasterisk Technologies is the software that works through a pre-prepared list of numbers.
The display presents agents with important customer information that’s relevant to each number before it is dial. A call is only initiate once the agent indicates they have finished reading the pre-call information.
There are measures in place to ensure that calls which go straight to voicemail disconnect immediately, and those that ring continually disconnect after a set amount of time. As a result, the call center can reduce monotonous tasks, which helps boost efficiency and costs.
The automated nature of this technology makes it ideal for businesses involved with telemarketing. Because progressive dialers make calls one after another, utilizing the availability of agents to initiate the calls.
What is the Purpose of a Progressive Dialer?
- When call centers employ the use of progressive dialers, agents can save considerable time. They don’t have to manually look for and then dial customer numbers for outbound calls.
- A Progressive Dialer also ensures that an agent is available immediately to speak to the customer as soon as they pick up the phone.
- By minimizing silent calls, you’re better position to nurture more leads and improve agent output.
- Progressive dialer allows agents to review customer information before automatically placing the call as well. So, you can also enhance the customer experience through more personalized interactions.
- A progressive dialer leverages auto dialer software to help call center agents maintain a consistent pace of dialing.
Progressive Dialers are use in any vertical, for customer service, sales, telemarketing, collections and any other environment. Which requires making outbound calls from a list.
This auto dialer system is widely used in outbound call centers.
Rather than manually selecting a customer, input their number, and initiate the call, an auto dialer automatically presents agents with the next customer in a company’s list.
Typically, the call to this next customer will automatically be initiate after a set period of time.
Progressive dialing is a common use of call center automation that can increase agent productivity and efficiency by shortening the amount of time between calls, as well as the amount of repetitive, manual input required to dial customers.
The major distinction that sets progressive dialers apart from predictive dialers is that the progressive dialing system waits for an agent to complete their current call before dialing the next number.
Besides, it dials only one number per each available contact center agent. Example, if there are 10 available agents, the dialer places 10 calls.
With the progressive dialing mode, the system analyzes the calling statistics such as the rate of connection and the abandonment rate to determine the pace of dialing.
How Does a Progressive Dialer Work?
Progressive dialer software dials customer phone numbers at a ratio of one call per agent. That means that each time an agent finishes a call, the next lead will be automatically dial.
Most progressive dialers allow managers to customize the length and nature of this interval between calls. Calls can be initiate by agents with a manual click or completed automatically after a predetermined amount of time.
In either case, progressive dialing gives agents time to review each customer record before dialing.
This software provided by Kingasterisk Technologies dials phone numbers from the database. It connects agents to calls only when there is a live contact on the line bypassing busy lines, answering machines and unresponsive numbers.
Uses of Progressive Dialer:
- Above and beyond time-saving, our Progressive Dialer software also ensures that an agent is available immediately to speak to the customer as soon as they pick up the phone.
- A progressive dialer is particularly useful for targeted outbound campaigns such as welcome calls and follow-ups.
- By minimizing silent calls, you’re better position to nurture more leads and improve agent output.
- Since a progressive dialer allows agents to review customer information before automatically placing the call as well. You can also enhance the customer experience through more personalized interactions.
Agents can review customer information and prepare themselves for the call accordingly before the number is dial.
While some large call centers use predictive dialers, progressive dialers can provide a greater sense of control, as they require a lower level of automation.
They only ever dial one number at a time as well. So, you don’t need to worry about recurring agent availability mishaps.
Progressive dialers can be use in a variety of industries for a range of purposes. Such as, outbound sales, telemarketing, collections, customer service follow-up calls, etc.
The dialing rate of a progressive dialer is lower than that of a predictive dialer. So, it is considered as less efficient dialing mode. It is not recommended to use in cases when agents need to make outbound calls over hundreds or thousands of contacts.
Benefits of Progressive Dialer:
Increased Agent Efficiency
Progressive dialers dial numbers automatically and filter out busy lines, answering machines and disconnected numbers. As a result, agents don’t have to waste time on manual dialing and failed calls.
Fewer Hang-ups
As progressive dialers ensure agent availability (there’s always an available agent ready to handle the call, once it’s connected), it reduces wait times and results in fewer dropped calls in comparison to predictive dialers.
Better Goal Conversion
Reduced call abandonment means improved call connection ratio and higher agent talk time that may lead to increased goal conversion rates (sales, collections, etc.) and better customer satisfaction.
Lower Call Abandonment
Because progressive dialers only dial one number at a time, which reduces the risk of agent availability issues.
Greater Customer Engagement
Because agents have useful customer insights before any interactions, which helps to guide the conversations.
Better Lead Conversion
Thanks to the agents’ ability to deliver highly personalized experiences that turn more prospects into paying customers.
Comprehensive real-time reporting including volume of calls and access to call recordings, which enables leadership to track performance and initiate improvements.
Connect to more customers and prospects.
Conclusion
Automated outbound calling on a daily basis can be stressful in the long-term but the right software will relieve some of the pressure.
A progressive dialer by Kingasterisk Technologies helps increase agent productivity and reduce call abandonment while improving customer engagement and boosting conversions for your call center.
This means that progressive dialing is a very customer friendly approach.
The dialer ensures that an agent is available immediately to handle the interaction as soon as the customer picks up the phone. Therefore, abandoned calls are not likely.
Increase connection efficiencies by optimizing every second of your agent’s talk time. Kingasterisk Technologies progressive call dialer prioritizes the pace in which your campaign or database is dialed by agent availability and recent abandonment rates.
With this call center software feature, your agents are only connected to calls where there is a live contact on the line, not an answering machine, disconnected number, or busy signal.
