DOW Networks outbound call center solutions include progressive dialing which presents contact information to the call center agent prior to dialing the phone number. Unlike preview dialing, the agent is given a specific amount of time to review a screen pop prior to the call being automatically launched by the dialer. Progressive dialing is used in call centers where the flow and pace of outbound calls needs to be managed by a supervisor or administrator, not the agent.
With progressive dialing, every time a lead is moved or deleted, the next record appears and the phone number is automatically dialed, eliminating "dead time" in between calls. Because the agent is live on the call from the point of dial tone, the agent can immediately respond to the called party which means lower call abandon rates.
