Progressive dialing is widely applied in scenarios where it is useful for the advisors to review the target customer’s data whilst the call attempt is being made, such as medial claim calls, insurance claim asessments and complex financial service authorisation calls. If the customer does answer, there is likely to have been enough time 15-30 seconds of dial and connect time, during which the agent has been able to familiarise themselves with the client’s details. Ultimately talk time for progressive dialing would be between 25 and 35 minutes per hour of agent logged on time.
