E-Commerce

Progressive or Predictive Dialers - They Both Have Their Place

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Executive Summary

There are four primary applications for investing in automated dialing devices: sales calls to new customers, pro-active customer care, cross-selling or up-selling to existing customers, and collections. There are three types of dialers: Preview dialers, progressive dialers, and predictive dialers. Progressive dialers monitor agent status then initiates outbound calls only when an agent is available to take the call. With a preview dialer, an agent initiates the call by clicking on a phone number that has been programmed into the dialer. Predictive dialers use sophisticated algorithms to match agent availability to live connections.

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