A progressive dialer is a type of auto dialer software used in call centers to automate outbound calling processes. It uses algorithms to manage the pace of calls and connect agents to live calls only when a customer answers the phone. In contrast to a predictive dialer that dials multiple numbers at once and connects an agent to the first call that is answered, a progressive dialer dials a single number at a time and waits for an agent to become available before making the next call. This ensures that agents are only connected to live calls, reducing the risk of abandoned calls, dropped calls, or missed opportunities.

Important Features


Call pacing

The dialer controls the pacing of calls based on the availability of agents, ensuring that they are not overwhelmed with too many calls at once.


Call routing

The dialer can route calls to the appropriate agents based on their skills, availability, or other criteria.


Automated dialing

Progressive dialers automatically dial phone numbers and connect agents to live calls only when a customer answers the phone.


Call recording

The dialer can record calls for training and quality assurance purposes, helping managers monitor and improve agent performance.


CRM integration

The dialer can integrate with a CRM system to automatically retrieve customer information and provide agents with relevant data during the call.



The dialer can generate reports and analytics to help managers track key metrics like call volume, call duration, and customer satisfaction, and identify areas for improvement.

How It Can Beneficial For Your Business


Increased agent productivity

Progressive dialers automate the dialing process, reducing the time agents spend manually dialing phone numbers. This means agents can spend more time talking to customers and less time waiting for calls to connect.


Improved call quality

Because progressive dialers connect agents only to live calls, call quality improves. Agents do not have to deal with voicemail messages, busy signals, or disconnected calls, resulting in a more positive customer experience.


Reduced call abandonment rate

Progressive dialers can help reduce the number of abandoned calls by ensuring that agents are only connected to live calls. This means that customers are less likely to hang up before speaking with an agent, resulting in a higher completion rate.


Better data management

Progressive dialers can integrate with customer relationship management (CRM) systems, allowing agents to access customer data during calls. This can help agents personalize interactions and improve the overall customer experience.

Usage of Progressive Dialer


Sales teams

Progressive dialers are commonly used by sales teams to increase the number of calls they can make in a given day. The dialer automatically dials the next phone number on the list as soon as the previous call ends, saving time and effort.


Fundraising campaigns

Progressive dialers can be used to streamline fundraising campaigns, allowing non-profits to reach more donors in less time. This can be especially useful during seasonal campaigns, such as year-end giving or holiday giving.


Political campaigns

Progressive dialers are commonly used by political campaigns to reach out to potential voters and encourage them to support a particular candidate or issue.


Customer service

Progressive dialers can be used by customer service teams to quickly reach out to customers who have recently made a purchase or who may have a question or concern.


Market research

It can be used to conduct market research surveys, allowing businesses to gather data on consumer opinions and preferences.

Frequently Asked Questions

What is a progressive dialer??

A progressive dialer is an automated dialing system that uses algorithms to predict when an agent will be available and only dials a new call when the agent is ready. This is different from a predictive dialer, which dials multiple numbers at once and routes the first answered call to an available agent.

How does a progressive dialer work??

A progressive dialer uses data from the call center’s customer relationship management (CRM) software to determine which phone numbers to call next. The system uses an algorithm to calculate when the agent will be available and dials the next number in the queue at that time.

What are the benefits of using a progressive dialer??

Progressive dialers can improve agent productivity and efficiency by eliminating wasted time between calls. They can also reduce call abandonment rates and improve customer satisfaction by reducing wait times.

Is a progressive dialer easy to set up??

Yes, most progressive dialer software is designed to be easy to set up and use. Many systems offer customizable settings and integrations with CRM software to ensure that the dialer is configured to meet the specific needs of the business.

What types of businesses can benefit from using a progressive dialer??

Progressive dialers are useful for any business that needs to make a large number of outbound calls, such as call centers, telemarketing firms, and fundraising organizations. They can also be used by customer service teams and sales teams.

How can I choose the right progressive dialer for my business??

When choosing a progressive dialer, it’s important to consider factors such as the size of your call center, the types of calls you make, and your budget. Look for a system that offers the features you need, such as call recording, reporting, and integrations with your existing CRM software. It’s also important to choose a system that is easy to use and has good customer support.

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Read More


What is a Progressive Dialer?

Progressive Dialing solution comes somewhere in between the custom-built dialing, and the much advanced Predictive Dialer software solutions. Progressive dialing is simply called a process in which agents are connected to a “live” person.

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