Progressive Dialer
A progressive dialer is an automated phone system that dials the next number on a list only after the previous call is completed and the agent signals readiness for a new call.
In Depth
Progressive dialers give agents the most control over call pacing while still automating the dialing process. After completing a call and any after-call work, the agent signals readiness and the system automatically dials the next contact. This approach ensures agents have time to prepare for each call, review the contact's information, and complete notes from the previous conversation.
Progressive dialers are ideal for high-value sales calls, complex customer interactions, and regulated industries where call quality matters more than volume. The tradeoff is lower throughput compared to predictive dialers — but the conversations tend to be higher quality because agents are prepared and not rushed. AI integration adds value by displaying relevant context about the next contact, suggesting talking points, predicting the best approach based on the contact's profile, and automating post-call documentation.
Related Terms
Predictive Dialer
A predictive dialer is an automated phone system that dials multiple numbers simultaneously using algorithms to predict agent availability, maximizing outbound call efficiency.
Power Dialer
A power dialer is an automated calling system that dials one number at a time from a list, connecting the agent to the call only when someone answers, ensuring no abandoned calls.
Outbound Dialer
An outbound dialer is a software system that automates the process of placing outgoing calls, used for sales, customer follow-ups, surveys, and proactive support campaigns.
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