By installing the progressive dialer, you keep your call campaign train rolling with a constant stream of calls and engaged agents.
What is progressive dialing?
Progressive dialing has a unique trait which helps your agents make lots of calls quickly: the dialer calls on its own, in proportion to how many agents you have (at a 1 to 1 ratio) selected to be a part of the campaign. When the agent finishes a call, they will have some time – predetermined by you – to engage in after-call work before they are entered into the next call.
How to set up a progressive dialer?
Setting up progressive calling is a cinch, and – when you use MightyCall’s software – takes little time. You just have to tell the dialer some key pieces of information so that it can help you to run the best call campaign possible.
1. General Settings
On this page, you will name the campaign, set campaign times (how long it will last, what times of day calls will go out, and time zones). You will also select the business numbers your agents will be using to call.
2. Dialer Settings
Here, you will select what kind of dialer you will be using, among a plethora of other options:
- Ringing agent time: this tells the dialer how long it will spend reaching an agent
- Wrap-up time: here, the dialer learns how long it should give an agent after a call to do wrap-up work
- Max ring time: this setting tells the dialer how long it should spend ringing a given contact
- Default retry period: the dialer will wait to call a contact again for as long as you set here
- Max attempts per number: the dialer will stop trying to contact someone once it has reached the number of attempts you have designated
3. Disposition settings
Where you see Dialer settings, you will also see Disposition settings. These are important to pay attention to when you turn on progressive dialing, as they allow you to customize your call campaign even further.
System disposition: when calls cannot be completed, you decide what happens next. Options available are:
- Contact busy
- Contact no response
- Contact abandoned
- Invalid number
All of these can be the end result – the system marks the call outcome, and that’s that. However, you can also have the system retry again later. For this, choose the (aptly named) “Retry” option. After a set period of time, the system will try to connect with that contact once more.
Agent disposition: this is where you decide what your agents can choose from after completing a call. You can enable some of the default ones or add your own tailored for the campaign’s details–up to 30 agent dispositions in total. The customizable retry option is also available here.
4. Agent list
Assign the agents you want to play a role in this campaign.
5. Create record list
One of the most important parts of the progressive dialer setup process is the importation of the actual numbers you will be calling. Do so via a CSV file; if it is not perfectly formatted, MightyCall will automatically map it.
Find out more!
Limitations
Just like any dialer, your progressive dialer setup is not going to be able to do everything. Here’s one key limitation to keep in mind:
The dialer will not make more calls than there are agents: If you have three agents on a campaign, the dialer will only make three calls at a time. It will not go beyond that.
“Avoid spamming your contacts: a delay of 1 to 2 hours between each unsuccessful attempt is a good practice to respect your customers and prevent your business numbers from being flagged as spam.” – Nick Kalinin, Product Manager at MightyCall
Best practices for setting up progressive campaigns
- Use the Do Not Call Scrubber: Ignoring the national Do Not call List can put you in legal jeopardy; but by turning the DNC Scrubber option on, any numbers on the list will be automatically removed
- Don’t forget state DNC lists: Some states, like Pennsylvania, have state Do Not Call lists. These are not synced with the national list – so make sure to do your research
- Give your agents some breathing room: make sure to let your agents have a long-enough wrap-up time to finish the tasks they need to do
- Don’t forget about time zones: Calling too late – or too early – in the day can be a crime, and it is also going to make the people you are calling a bit grouchy. When you make calls, don’t forget where you are calling, especially if it is outside your current time zone.
- Check out the campaign reports: The progressive dialer gives you after-action reports which can help you to better prepare for your next call campaign
A progressive calling setup can help speed up your campaigns
Enable progressive dialing in order to call more people at a faster rate and to keep your agents going at their maximum potentials.
