Progressive dialing offers similar productivity to predictive dialing whilst removing the risk of abandoned/silent calls
Once an agent has indicated that they are ready for a call, information about the call is presented to them, and the number is then dialed immediately. Call progress is monitored by the dialer technology.
Calls that do not result in ‘ringing’ are automatically and immediately disconnected, whilst ‘no answers’ are disconnected after a pre-defined number of seconds. Software call control minimizes agent involvement in the dialing process and improves call-handling efficiency.
Progressive dialing is most often used in campaigns addressed to current customers where the objective is to renew or up-sell a product or service.