Introducing Progressive Dialer

Today we’re excited to announce the release of Regal Progressive Dialer – making Regal the only CCaaS solution powering high-volume outbound sales campaigns with the personal touch of behavior-driven journeys. You no longer have to trade off what’s best for customers (personalization) with what’s best for agents (efficiency). 

Regal Progressive Dialer campaigns place multiple calls in parallel for each available agent, letting the system automatically handle unanswered calls, and only connect answered calls to agents – so they spend less time listening to answering machines and more time talking to customers. Which customers to call when is still determined based on customer behavior triggers and the unique customer journeys you configure, but now many more calls can be placed without having to increase staffing.

What is a Progressive Dialer

A progressive dialer is an advanced calling system used in contact centers to improve agent productivity and customer engagement. Unlike manual dialing, a progressive dialer automatically dials numbers from a predefined list and connects answered calls to available agents. This ensures a seamless flow of calls, reducing the idle time between conversations and increasing the efficiency of the outbound calling process. 

Progressive dialers also screen out unanswered calls, busy signals, and disconnected numbers, allowing agents to focus solely on live interactions. By using a progressive dialer, businesses can enhance their sales and customer service efforts, leading to higher conversion rates and improved customer satisfaction.

How Our Progressive Dialer Works

Calls to agent ratio: Regal Progressive Dialer can place up to 15 calls per available agent in parallel, significantly boosting your team’s productivity so you can achieve your lead penetration and conversion goals. Regal responds to the calls to agent ratio set for each campaign in real time so you can expand your reach while safely managing your abandon rate.

Answering machine detection: The Regal Progressive Dialer uses an answering machine detection algorithm based on tone and speech recognition to detect whether a customer picked up the call. Answered calls are connected to agents, while calls that a voicemail inbox picks up or that endlessly ring are automatically handled by the system, saving agents valuable time. By seamlessly filtering out voicemails, agents can optimize their efforts, focusing on revenue-generating interactions with customers.

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Automatic voicemail drop: With Regal Progressive Dialer, pre-recorded voicemails tailored to your campaign objectives are automatically left on unanswered calls, increasing future engagement and reinforcing your brand image – all without any agent involvement.

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Actionable reporting: Regal’s robust and customizable reporting suite captures all the key metrics you need to assess the performance, effectiveness, and compliance of your outbound Regal Progressive Dialer campaigns. Track your reach and agent efficiency with call volume and conversations per agent hour, monitor answer rates and abandon rate to inform your calls to agent ratio, and correlate your progress with business outcomes.

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The most exciting part of Regal Progressive Dialer is the measurable ROI it drives, for example: Career Karma was able to 3x their call volume on follow-up call campaigns, enabling them to re-engage old leads with new campaigns without increasing staffing.

Benefits of Using a Progressive Dialer

Using a progressive dialer offers numerous advantages for contact centers and businesses. First, it significantly boosts agent productivity by automating the dialing process and reducing idle time. This allows agents to handle more calls in less time, leading to higher overall efficiency. 

Second, it increases contact rates as the dialer only connects calls when a live person answers, eliminating time wasted on unanswered calls, busy signals, and voicemails. 

Third, progressive dialers improve customer experience by ensuring that calls are answered promptly and by the appropriate agent, enhancing the quality of interactions. 

Additionally, the system can provide valuable analytics and reporting, helping managers to monitor performance and optimize strategies. Overall, a progressive dialer streamlines operations, drives higher conversion rates, and supports better customer relationship management.

Ready to Elevate Your Agent Efficiency and Business Outcomes?‍

The Regal Progressive Dialer is a game-changer for businesses looking to maximize efficiency and improve customer engagement. Automating and streamlining the dialing process, it ensures that your sales team can focus on what they do best—connecting with customers and closing deals.

When combined with Regal’s journey builder, branded caller ID, and spam remediation, the Progressive Dialer becomes an even more powerful tool for driving revenue and enhancing customer satisfaction.

Ready to see the difference for yourself? Request a demo today and discover how Regal’s suite of tools can transform your contact center operations.

For more insights, listen to our B2C Sales Podcast or explore our customer case studies to see how leading companies have benefited from our solutions.