As the demand for world-class software solutions in the outbound call center industry continues to grow, there are vast amounts of new and exciting software that will help boost agent productivity, customer experience, and potential revenue. A powerful, dynamic, and efficient tool used by call center agents is the progressive dialer; as it acts as the middleman between trivial manual and predictive dialing.
A progressive dialer is a type of auto dialer system that is extremely popular amongst outbound and inbound call centers. Essentially, this software automates the entire process of making an outbound call so the live agent does not have to manually dial each individual phone number from a contact list.
Now that we have reviewed some of the basic aspects of the software, let’s explore some industry-changing benefits that will ensure that any organization will thrive.
For starters, the overall increase in agent efficiency is a major factor that is beneficial while the software is used. Since the software automatically dials numbers and filters out busy signals, answering machines, or other unreachable numbers, live agents will save a huge amount of time on manual dialing or failed call attempts. In fact, the software ensures constant agent availability as there will always be an agent prepared to hop on a call, once the call is connected. It provides a way to connect agents instantly and effectively while simultaneously reducing wait time and ensures less dropped or lost calls. Speaking of dropped calls, it ensures a reduction in call abandonment and fewer hangups as it optimizes call connection ratio and increases agent talk time that can potentially lead to improved goal achievement rates; sales, revenue, product awareness, customer satisfaction.
Other benefits include:
Of course! Companies that are smaller or mid-sized should use this option as it acts as the middle ground between an automatic dialer and manually dialing numbers by hand. Although not entirely recommended for facilities with a high-volume of calls, it is still classified as an automatic dialer since it removes the need for an agent to perform the act themselves using a voip, but takes into account agent availability. Due to this process, contact rates may not share the same amount of call volume compared to a predictive dialer, however, this significantly will reduce call abandonment rate due to no contact center agents being available to take the call. This easily streamlines workflow and ensures the agent is available, is constantly connecting to a live person, and is creating engaging conversations with their callers.
There are various types of dialer software to select for your business or organization depending on your goals, needs, and preferences. Choosing and utilizing the proper software is essential for creating a powerful sales team with knowledgeable agents to ensure company goals are being met, and exceeded. Feel free to explore the variety of dialing solutions at your leisure.
Auto Dialer: is an outbound call center solution that will automatically dial a contact’s number and deliver information via an automated message or connect a customer to an agent for further assistance. For example, dialing a number automatically will cut out the process by hand, speed up productivity, and lead to more conversations.
Outbound Dialer: a broad and encompassing term used to define powerful dialer software that automates the calling process which allows agents to shift their full focus on customer satisfaction, creating genuine conversations, and finalizing the sales journey. With the onset of cloud-based software solutions, choosing outbound dialers for any organization is crucial to exceed goals and commitments as it automates the process of delivering the next call and the number of calls performed; as well as automatic call distribution.
Power Dialer: a software tool that will make calls from one number to the next seamlessly using a calling list which eliminates the time spent between inputting the contact numbers. Essentially, it is a massive aid to facilities dealing with high-volumes of traffic as it can constantly call the next number in line.
Preview Dialer: a software that uses a one-to-one calling ratio which gives the agent the ability to preview a contact’s information before placing or skipping a call. As this customer information is now easily accessible, it ensures the agent has the ability to read and review any particular details before the call is made.
Progressive Dialer: a type of dialer system that automates the process of making a call so an agent does not need to manually dial phone numbers from a calling list by hand.
There are a couple of major differences between predictive dialer and progressive dialer. For starters, a progressive dialing system will wait for an agent to finish their current call before automatically dialing the next number. In fact, it will dial only a single number per each available agent. This software will analyze the connection rate, abandonment rate, and other factors to determine the pace of dialing. Plus, it has built-in answering machine detection and the ability to screen out busy signals so agents are only connected when a customer is on live on the call.
A few differences that may appear are the increased agent idle time compared to using a predictive dialer, since it uses a mathematical algorithm to reduce time between calls. Another factor to consider is the overall dialing rate of both software systems. The rate of a progressive dialer is lower, unlike predictive dialers, which may mean for organizations making thousands of calls per day, it would not necessarily be the best recommendation. These dialing modes are essential as a dialer ensures that the entire call process is optimized for all agents and industry solutions specialists.
Progressive and predictive dialing software solutions are used throughout outbound and inbound centers to ensure agent ready preparation, digital customer and live customer focused satisfaction, and creating exciting channel partner relationships. These helpful call dialers transform an ordinary business into a dynamic and futuristic enterprise with the potential increase in revenue, profitability and product awareness.
Call Abandon Amount Analyzed | Built-In Mathematical Formula |
Will Call The Next Caller (while waiting for agent to finish their call) | Uses A Ratio To Reach The Next Person In The Calling Line |
Screen-Out Busy/Already-Taken Calls | Agent Detection For Availability |
Connection Rate Reviewed | Recommended For Larger Enterprises |
By having set standards for the overall ethics, efficiency, and effectiveness of an agent, it will have a dramatic effect on performance. Implementing this software has a variety of positive benefits as it helps lessen drop rate, encourages automated outbound calling, and catapults a generic phone system into a cloud-based powerhouse with a singular focus on automation and telemarketing. These benefits significantly assist the call center software agents as they optimize performance management work processes while simultaneously creating a higher conversion rate, which means more potential revenue. With this software, when an agent indicates they have completed the call, it will automatically call the next person in line.
By initiating outbound calls with this software and with the agents available at any time, there are a variety of popular benefits for the business utilizing this software:
CRM Integration, or Customer Research Management, is the process of having access to each individual caller’s information so agents have the ability to create a more dynamic and personalized approach when handling calls for successful call management. Now, with this software feature and crucial information, agents can pinpoint specific demands or desires from their customers to create a more fulfilling sales process. Now, contact center solutions employees on any call can focus on creating lasting relationships due to contact and call recording history at their fingertips. Plus, if an agent is deemed unqualified to tackle a certain topic or question, that agent can seamlessly shift the call to a specialist through call routing to properly solve the issue. Now, customers will always have the ability to talk to an expert, solve their issues, and receive follow-ups. With this software, it creates an accurate and dynamic report on caller information through a previous call. This dramatically improves relationships between agents and customers and ensures a winning customer focused experience.
Caller ID | A tool that can identify any incoming calls; which is found on nearly every cell phone. |
Conversational AI | Helps customer interactions, answering questions, and routing callers to an expert to solve issues or challenges |
Microsoft Teams | A dynamic team-based software tool used to connect team members and other employees together to communicate and solve issues. |
Voicemail | A voicemail system can save messages from other callers. |
The final outcome after incorporating this software is a fast, fluid, and seamless communication system for your business. Expect improved agent effectiveness, better customer journeys, engaging conversations and relationships, and a dramatic boost in revenue.
