Power - Progressive Dialler
Power your teams with automated dialling to increase team efficiency.
What is a Progressive Dialler?
A progressive dialler is a technique for making outbound calls that queues up the next contact in your dataset ready to be dialled when the next team member becomes available. This results in the next lead being automatically dialled which increases productivity and keeps the team active.
This method is widely used and is intended to boost agent productivity whilst also removing the risk of dropped calls during outbound campaigns.
Why Should You Invest in a Progressive Dialler?
Diallers are a key component in a call centre business and benefit the company and the staff using the system. Having a sophisticated system available to help generate new and existing business can only be a massive positive.
There are many reasons why you should invest in a progressive dialler. For example, it can enhance the efficiency, productivity and efficiency of outbound calling operations, which leads to overall customer satisfaction and increased profitability.
Here are some key reasons why you should consider investing in a progressive dialler:
- Increased efficiency
- Improved agent productivity
- Enhanced customer experience
- Cost savings
These are just some of the many benefits of investing in a progressive dialler.
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Features of a Progressive Dialler
Instant and automatic dialling
When the leads have been imported into the system and staff are ready to take calls, the dialler will start placing the calls based on the number of staff members available.
Only dials when Staff are ready
Unlike the predictive dialler, the system will only dial leads when a team member is ready. The system will still only deliver live calls but will only place them when a team member is available.
Perfect for existing client base
With the system automatically dialling only when someone is available, it's perfect for calling existing clients/campaigns.
How Does It Work?
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Staff log into MaxContact and select the campaign they are calling.
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Staff change their status to ready so calls will start to come through.
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Calls will only be placed once the team member is ready.
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Once call is complete and dispositioned, a new number will begin to dial.
Benefits of using a Progressive Dialler
Get through lists with the knowledge that there will be no dropped calls. Leads will only be dialled once a team member is available.
A progressive dialler is an alternative to manual dialling. Its scalable software allows you to move from Progressive to Predictive and from Progressive to Preview. This can help maximise your business needs.
Here are 5 benefits of using a progressive dialler:
- Increased agent productivity: Progressive diallers allow agents to spend less time dialling and waiting for calls to be answered and more time focusing on live prospects or customers.
- Cost-effective: Using a progressive dialler is cheaper than hiring additional staff, which can save you money in the long run.
- Consistent workload: Progressive diallers evenly distribute calls to different agents to ensure that everyone has a consistent workload.
- Improved call quality: Progressive diallers ensure that each call is connected to an available agent at all times to avoid dropped calls or long waiting times.
- Improved customer interactions: A progressive call system makes sure that agents speak to a live customer from the start at all times.
These are just some of the many benefits a progressive dialler offers.
For more information, check out our blog on 10 Advantages Of Using An Outbound Predictive Dialler In Your Call Centre Or An Intriguing Approach to Maximise Your Dialler Output.
Why Trust Us
Here at Maxcontact, we aim to give honest answers and deliver solutions that cost-effectively solve your problems.
We use the latest technologies and work closely with our clients to make sure we deliver better-than-expected results.
Almost a third of our customers come from referrals thanks to our existing clients. We provide 24/7 monitoring and in-house development.
We are constantly striving to add new relevant features to ensure we are always up to date with technological advancements.
Additionally, we offer free ongoing training and a dedicated account manager so you always know who you'll be talking to.
Cost-effective contact centre solutions, with superior service and support levels, are part of the MaxContact difference.
What is the Difference Between a Progressive and Predictive Dialer?
Simply put, a progressive dialler prioritises call quality and customer experience, whereas predictive diallers start dialling numbers before agents are available to take the next call.
Predictive Dialler
A predictive dialler is best for telemarketing and high-volume outreach. This system allows you to dial multiple numbers at the same time based on the algorithms that estimate agent availability.
Predictive diallers also use statistical data to anticipate agent availability by initiating different calls to ensure agents are available at all times. This system is a great tool when it comes to enhancing agent efficiency and effectiveness of outbound call centres.
Progressive Dialler
A progressive dialler focuses on quality over quantity and is ideal for customer service and complex sales. This system ensures that an agent is always available when a call connects to avoid long waits, missed calls and bad customer service.
A progressive dialler system is efficient as it balances call volume and quality as well as minimising agent idle time. This can benefit the agents as they can handle calls at a steady pace, which allows for a manageable and predictable call flow.
To find out more about the progressive dialler solutions we offer, don’t hesitate to contact us today. We are more than happy to help and look forward to hearing from you!
FAQs
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Potentially. Our team have done many integrations with custom software. The first stage is to start a conversation to see what can be achieved.
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All of our integration work is carried out by our in-house development team. This ensures that the project is completed to a high standard and meets your requirements.
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The main difference is that a progressive dialler will only dial a record when a team member is ready. This is one to one dialling. This creates a smooth transition between calls and ensures that the team are efficiently working through the data.
A predictive dialler will dial multiple lines at once and will be dialling in advance of a team member being available. This is because it is predicting when a team member will be free and will already have a connected call lined up to present to the agent.
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The best dialler for a call centre depends on the specific needs of the business and often differs by campaign type within the call centre itself. Below is a list of the types of diallers and what type of campaign they are often suited to.
- Preview Dialler - this allows the agent to review customer information before placing the call. Automation with preparation. A preview dialler is often suited to sensitive calls or campaigns where the cost of leads is expensive.
- Progressive Dialler - this automatically dials the next lead when the agent goes ready. This means that it is dialling one to one and will only place a call when there is a team member ready. This is often used in campaigns where speed and accuracy is required and is often a good step up from manual dialling as the teams become much more efficient.
- Predictive Dialler - this uses advanced algorithms to predict when an agent will become available for a call. The dialler will be dialling multiple leads in advance to ensure it can keep the agent idle time to a minimum and connect them with a live call without delay. Predictive dialling is best suited to campaigns where there is a large data set that is required to be called and the focus is on volume.
Other Solutions Available
Check out what other solutions are available within MaxContact and how they can help grow your business.
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