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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