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Glossary

What is Progressive Dialer?

A progressive dialer is an automated outbound calling system that connect outbound call center agents with live calls.  In progressive calling mode, the dialer of a call center starts making outbound calls through the calling prospects across multiple campaigns.  This mode helps call centers in keeping an intact tab on number of outbound calls as per the pace of business operations.  As it is quite necessary to consider the pace of overall outbound call center operations, call center companies across the globe prefer using progressive dialer.

Progressive dialing systems paces outbound dialing based on the statistical data related to recent call abandonment rates when agents become available.  As call abandonment rates can have influential impacts on overall call center operations, it is quite necessary to establish progressive dialing systems that can help call center companies in maintaining high efficiency and productivity of outbound call center agents.  Progressive dialing system has inbuilt contact details for agents to make easy contact attempts to the enlisted or solicited phone numbers.  Progressive dialing systems provide ample amount of time to agents so that they can perform outbound call related functions efficiently.  While progressive dialing systems can initiate outbound calls automatically, call center agents can preview the contact details.  This obviously leads to better productivity of agents employed in outbound calling processes.

There are many advantages of employing progressive dialing systems in outsourced call centers.  First of all, progressive dialing systems ensure consistent flow of work.  By making use of progressive dialing systems, call centers can ensure that their business functions are not hampered by any external reason.  Progressive dialing systems make calls only when call center agents get free, and this surely helps in maintaining healthy work culture in call centers.  This is the most idyllic options for small call center teams or small scale companies looking for enhanced productivity through automated dialing.

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