Progressive Dialer

What is a progressive dialer?

The progressive dialer is an auto dialer which places calls for your agents and seamlessly gets them to their next call. It keeps all calls at a 1 to 1 ratio, meaning if there’s one available agent, the system starts one outbound call, making sure there’s a person who will immediately be connected to the call if the contact picks up. This way, the progressive call dialer ensures that your agents smoothly, professionally, and speedily get through your call campaigns.

Call centers around the world can benefit from this technology. By never making more calls than there are agents available, the dialer ensures that you will not keep leads waiting to speak to an agent.

How does a progressive dialer work?

You have input your settings and you are ready for your agents to start using the outbound progressive dialer. But how does it work from there? It’s easy:

1. The first call is placed: The agent is connected to the call.
2. The agent speaks with the caller: The conversation begins; if the lead did not initially pick up, the system will just move onto the next number. Additionally, agents do not get connected to a voicemail, provided answering machine detection is enabled.
3. Wrap-up: The agent will have some time after completing the call to input the outcome by selecting one of the pre-set dispositions in the campaign settings.
4. Next call: the progressive dialer system has already progressed (get where the name comes from?) to the next call by this point and has assigned it to the agent. The agent has a brief period of time to report on the previous call’s outcome by choosing one of the agent dispositions originally set in the campaign settings.

How to start a progressive dialer campaign in MightyCall?

Beginning a call campaign using MightyCall’s progressive dialing software is a simple process which you’ll get the hang of in no time. It’s doable in four easy steps:

1. General Settings: Name the campaign, select the business number you will use for it, set the time zone, and specify the exact days and time when it’s going to run.
2. Dialer Settings: Set up the system based on the specific of your call campaign:
   – 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: 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
4. Agent List: You’ll then choose which agents are going to be involved with this campaign.
5. Record List: Finally, you’ll add the most important aspect: the leads’ phone numbers! The numbers have to be uploaded within a CSV file (no larger than 100 MB).

With that, you are off to the races!

Key features of progressive dialer software

Call centers can get a lot out of using progressive dialer software. Here are just six benefits you (and your agents) will get when they take advantage of this awesome technology:

• Auto dialing: The dialer goes through the effort of dialing so your agents don’t have to. This means machine accuracy – so not only are numbers not misdialed, but they are dialed more quickly.
• Ringing agent time: With a preset time to get talking with an agent, leads will not have to wait long to get talking; if the agent does not agree in time, it goes to another agent.
• Balanced calling: Calls are made at a 1:1 ratio, so you never have more calls than there are available agents.
• Answering Machine Detection: The dialer will detect if it has connected to an answering machine and will end the call, saving time.
• Agent dispositions: With up to 30 agent dispositions, you can truly customize your campaign by letting agents track the call campaign’s performance.
• After-action reports: MightyCall’s technology can give you precise statistical data to ensure you can optimize your future campaigns.

Benefits of the progressive dialer

Just like our customization options, the benefits your contact center gets when it utilizes progressive dialing to make phone calls are legion:

Less Agent Downtime

The dialer only connects users to calls where there is an available agent – which means that your leads will not be sitting there forever, waiting on the line to speak with someone.

Quicker call campaigns

Because everything moves faster when you dial with a dialer, your contact center agents will not only be able to make more calls – they will be able to finish your campaigns more quickly than without a dialer.

Quicker Agent Response

You can set how long the ringing agent time can be. This means there won’t be too much time between calls – and if an agent does take too long to answer, the phone call will swiftly move to the next one, because the progressive auto dialer keeps things flowing (progressing).

Avoid federal fines

The built-in DNC List Scrubber helps you avoid fines by removing numbers on your list that correspond to those on the National Do Not Call List.

Work from anywhere

With MightyCall’s dialer system being internet-based, your employees can be mobile: they can work from home as well as working in an office

How much does a progressive dialer cost?

Costs vary, and there is no one-size fits all answer, as dialer software often comes as a part of a larger bundled telephony package. It generally costs about $50 to $150 per user per month, though some packages are much higher. MightyCall offers the dialer at the low end of that range, starting at just $30 a month per user, with discounts available.

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Is there a limit to the number of calls that can be made with the outbound progressive dialer?

We can be short and to the point: no! While you are limited in the size of your call campaigns (no CSV file can be larger than 100 MB), you are not limited in terms of the number of calls you can make.

Use cases

While texting and email is popular, lots of businesses still need to pick up the phone when it comes to contacting customers. Here are just a few which can take advantage of all the benefits the progressive dialing mode has to offer:

• Retail: When you know what someone has purchased in the past, you can have an idea of what they might purchase in the future. If you can compile a list of those invidious, wham-o: you’ve got yourself a call campaign. And this dialer can help you breeze through it.
• Customer care: If you have a list of people who have contacted you for help, it becomes incredibly easy for your call center to get to them efficiently. These dialers shine in customer service because your agents can get connected quickly without customers, who may already be annoyed, needing to wait too long on the line.
• Financial organizations: Financial calls – especially when people’s livelihoods are at stake – simply cannot be messed up. Eliminate agent mistakes while dialing, or the accidental skipping of numbers, with this dialer.
• Healthcare: Contacting people with appointment reminders can be grueling, but extremely necessary. Quickly getting through your call campaign list can make the process less tedious.
• Charities: When you run a charity, unless you are very lucky, you frequently need to ask for donations – and each dropped call could be lost dollars. But because of the dialer’s 1 to 1 call ratio, you can make sure that those dropped call numbers are greatly reduced.

What is the difference between predictive and progressive dialing?

As you know, the progressive option calls your call center agents on a 1:1 ratio. But the predictive dialer acts differently. This dialer predicts your agents’ availability and initiates calls in batches even before a sales rep becomes available. This approach ensures there’s a contact on the line already when an agent picks up the phone, but it also means it makes more calls than you have agents available.

Predictive options are very useful for extremely lengthy (or very time-sensitive) call lists and calls that are less personal in nature (such as a wide and generalized sales or cold-calling campaign).

How can I get the most out of outbound dialing?

Help your call center agents move quickly and efficiently through call campaigns with the progressive dialer.

Are you ready to transform your approach to call outreach?

Progressive dialers are well-liked and commonly used for a reason: they empower call centers to get in touch with the folks they need to contact while, at the same time, keeping things more personal. Plus, agents can get through their call lists in an orderly and timely manner.

But MightyCall call center software is not just there to provide a progressive dialer for call centers (though we’re of course happy to). Along with the powerful dialer software, you will get the peace of mind which comes with high uptime, world-class security, a dedicated support staff, and dozens of crucial features. Get started with MightyCall, and get calling today!