The Progressive Dialer is an automation tool that allows companies to call contacts and connect them to specific agents based on ring groups and setup configurations. This tool helps call centers with multiple agents handle outbound calls efficiently.
Benefits of Using Progressive Dialer
Increased Efficiency - Automates the calling process, freeing up agents to focus on live interactions.
Improved Customer Experience - Reduces wait times and ensures calls are connected to the right agents.
Customizable Scheduling - Allows for specific timing and delays, optimizing call times for customer convenience.
Pre-call Notifications - Reduces the likelihood of cold calls, making interactions more pleasant for customers.
Layered Agent Availability - Ensures calls are handled by the next available agent, improving response rates.
How the Progressive Dialer Works
The Progressive Dialer is similar to the Power Dialer but with a key difference: the agent does not initiate the call. Instead, the Progressive Dialer automation handles this process.
Creating a Progressive Dialer Step
To create a Progressive Dialer step, follow these steps:
Access Sequences Menu: Navigate to the Sequence menu and create a new sequence. Follow this guide to start creating your sequence.
Add a Progressive Dialer Step: In the sequence, add a step called Progressive Dialer.
Configure the following options:
Delay - Determine when the call will be made after the contact reaches this step.
No Delay - The call is made immediately.
Default Delay - Choose the duration of the delay in minutes, hours, or days.
Time of Day - Schedule calls for a specific time, such as next Monday at 10 AM.
Pre-call SMS - Enable this feature to send an SMS (yes/no) to the contact before making the call, avoiding cold calls.
Select a Ring Group - Choose a ring group, which is a set of agents the call will be routed to. The dialer only calls the contact if an agent is available in the selected ring group. Read this guide to learn how to set up the ring group.
Configuring the Message and Consent - Specify a message that will be played when the dialer calls the contact. If no message is provided, the contact will not hear anything. Include an opt-out phrase to avoid compliance violations.
The Progressive Dialer requires the contact's consent to connect to an agent. Typically, include a prompt like "Please press 1" to proceed.
Detecting Answering Machines - The Progressive Dialer can detect answering machines and voicemails. If an answering machine or voicemail is detected, the call will not proceed.
Testing the Progressive Dialer
When testing the Progressive Dialer, use a physical phone line rather than a virtual line. Virtual lines might automatically answer, causing the system to prematurely play the consent message, leading to call drops.
Go to the Contacts tab and click +Enroll Contacts.
You can add a group of contacts based on the Line or add a single contact.
After enrolling a contact, the system will start calling within a few seconds. When the contact answers, they will be prompted to press 1 to continue. Once they do, the call is connected.
The Progressive Dialer streamlines the call process and enhances the customer experience by automating calls and connecting them to the right agents at the right time. This tool is essential for efficient call center operations and improved customer satisfaction.