Progressive Dialer And Its Benefits

By Author: MIKE HUSSAIN
Total Articles: 64
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A call center solution comes up with a wide array of features. Each feature has its pros and use cases. In this article, I will share more information about one of the most important features available in each call center, called, progressive dialer.
What is a progressive dialer?
• It is one of the auto dialers available in the call center solution. The progressive dialer takes a number from the list saved in the call center software and dials the number one after another.
• It makes sure that it dials the next number only when the agent shows “available” status.
• It takes a number from the list one after another and calls only when the agent shows his or her availability to take the call, it is known as a progressive dialer.
What are the major advantages of using a progressive dialer?
There are many benefits of using this feature of a call center solution. I will share a quick brief on the top 3 benefits of using it.
1. Saves a lot of time
The progressive dialer automates the whole process of fetching the number from the list and dialing it. If this feature of a call ...
... center solution was not available, then agents would be required to manually look for the next number to be dialed, mark it used so any other agent does not use it, manually dial the number, listen to the ring, and then connect with the customer. As you can see, how long does it take to connect to the customer! This auto dialer of the call center solution assures the manual efforts are minimized and time can be saved.
2. Increases agent productivity
As agents do not need to waste time in picking and dialing the number, there is a lot of time saved. This time of the agent can be used in having a conversation with customers and taking the required productive actions. Therefore, similar to many other features available in the call center solutions, progressive dialer also contributes to improving agent productivity.
3. Reduces call abandoned rate
Unlike some other auto dialer features available in the contact center software, the progressive dialer does not dial the number when the agent is not available. It waits until the agent shows “Available” status to dial the next number. It means when the customer picks up the call, an agent will be there to immediately attend the customer. Therefore, customers will not listen to the music on hold or a ring once connected to the call center, which may lead customers to hang up the call. Unlike this, the progressive dialer makes sure the agent is available to take the call, so there is no abandoned ratio to be worried about.
4. Increase goal conversion
As the progressive dialer makes sure that the customer is connected with the agent and there is a zero to minimum call abandoned ratio, it also assures higher talk time. It means more customers will be connected and more messages are passed. This helps call centers in increasing goal conversion, too. As talk time and call connection ratio increase, the goal conversion such as sales, collection, etc. increases, too.