Predictive Dialer vs Progressive Dialer (+ 3 Alternatives)
Before choosing between a predictive dialer and a progressive one for your outbound call strategy, you should decide your business’s priorities. Are you looking to increase productivity? Do you want to drive up customer satisfaction scores? This tradeoff is implicit in the design of each system.
The key difference between predictive and progressive dialers is how they start a call.
- A predictive dialer dials several numbers simultaneously, assigning each rep a number as soon as they end the previous call.
- A progressive dialer only dials one number at a time, which gives the rep time to research the potential client who will pick up the phone.
In this post, we’ll cover the vital advantages and tradeoffs that come with using both dialers. Plus, we’ll look at alternative types of call center dialers, if neither a predictive or progressive dialer sounds like the right fit for your business.
Both types of dialers are available with the leading business phone services and call center software. Typically, auto dialing capabilities are available as an add-on feature. You may also find standalone auto dialer software that integrates directly with your CRM software.
Predictive dialers reach more people (with a catch)
A predictive dialer is highly efficient because it can reach more people and reduce the amount of time agents spend waiting. It uses algorithms and predictive analytics to anticipate when agents will be available for the next call.
The system automatically dials multiple numbers simultaneously and filters out unproductive connections, such as busy signals and voicemails, ensuring that agents are only connected to live calls. The system adjusts its dialing pace based on real-time call center metrics like agent availability and call success rates, which help to minimize downtime and increase agent productivity.
By anticipating when agents will finish their current calls, the predictive dialer moves quickly to assign the next call, keeping agents busy without requiring manual input. This means that agents spend more time talking to customers and less time waiting for the next call, which can significantly increase call volume compared to manual or progressive dialing systems.
Predictive dialers can lead to significant improvements in call volume, with some vendors claiming up to a 300% increase in productivity over manual dialing.
However, the actual impact depends on factors like the quality of the contact list and agent readiness. In general, predictive dialers help ensure that agents are always connected to live calls, leading to more efficient use of their time.
Hidden costs of predictive dialers
Despite the benefits, predictive dialers come with hidden costs, including:
- Higher call abandonment rates: Due to faster dialing, there’s a greater risk of calls being dropped before an agent can answer, which may negatively impact customer satisfaction.
- Potential harm to customer satisfaction: A higher call abandonment rate may be particularly detrimental to existing customers, as they may feel neglected in favor of reaching new prospects.
- Compliance risks: The Federal Communications Commission (FCC) mandates that call abandonment rates must not exceed 3% over 30 days. Exceeding this threshold can lead to legal consequences, requiring businesses to carefully balance dialing speed and compliance.
While predictive dialers offer the potential for greater efficiency, businesses must weigh these productivity gains against the potential downsides, ensuring they maintain a positive customer experience and stay within legal requirements.
Progressive dialers have lower call abandonment (at a cost)
Unlike predictive dialers, which dial multiple numbers at once, a progressive dialer calls one number at a time. It waits until the current call is completed before dialing the next one, giving agents more control over the calling process.
One of the main advantages of a progressive dialer is its lower call abandonment rate. By dialing only one number at a time, it minimizes wait times for customers, making it more likely they will stay on the line. When customers hear a live agent right away, they are less likely to hang up.
In contrast, if they are met with a recorded message or a long pause, the chances of abandonment increase.
This improved customer satisfaction is another major benefit. With progressive dialers, customers are connected to agents more quickly, leading to a smoother experience and higher satisfaction rates. For businesses that prioritize customer relationships or work in complex sales environments, progressive dialers allow reps to handle calls more thoughtfully and attentively.
In addition to customer benefits, progressive dialers offer compliance advantages. Because they only connect agents to live callers, they lower the risk of violating telemarketing regulations. Progressive dialers are inherently more compliant with the Telephone Consumer Protection Act (TCPA), which governs automated calling systems. These dialers ensure agents are always speaking to a real person, helping businesses stay within legal limits for things like prior consent and abandoned call rates.
For businesses that value personalization, deal with more intricate sales processes, or are looking to enhance contact center CX, a progressive dialer is a solid choice. Its lower call abandonment rate and higher level of control for agents make it ideal for creating a more tailored and compliant customer experience.
The hidden cost behind progressive dialers
Owing to the step-by-step approach to making calls, progressive dialers tend to exhibit lower total call volumes and productivity when contrasted with predictive dialers. The result is slower lead conversion rates and decreased operational efficiency for businesses that heavily depend on high call volumes.
So, predictive dialers may be a more efficient choice if you work in telemarketing or lead generation companies or any business that requires many outbound calls to be made in a short span.
Comparing predictive dialers vs. progressive dialers
Let’s compare these two systems side-by-side.
Predictive dialers work best for:
- High call volume needs: It is ideal for businesses with many outbound calls that should be made within a narrow timeframe.
- Automated call handling: It efficiently connects agents with live callers and maximizes how many calls can be made each day.
- Data-driven decisions: It uses clever algorithms to predict call availability and optimize agent workloads.
- Telemarketing and lead generation: It is particularly suitable for industries where high call volumes are essential.
Progressive dialers work best for:
- Personalized interactions: It is specially designed to deliver hand-hewn and attentive customer experiences. It’s almost a premium option.
- Complex sales processes: It is better suited for businesses with well-scripted sales procedures that require agent control.
- Telemarketing regulations: It reduces the risk of compliance issues by only connecting agents with opted-in callers.
- Lower call volumes: It is also better suited for businesses with lower call volume needs or those valuing quality over quantity.
Both systems aim to improve efficiency by automatizing the dialing process. But they rely on different mechanisms to achieve this goal. While progressive dialers emphasize maintaining high-quality interactions and providing agents with some control, predictive dialers focus on increasing the volume of calls handled per agent.
Three alternatives to predictive and progressive dialers
Here are three other types of dialers that offer a different set of benefits and tradeoffs than the two types we have looked at so far.
Preview dialers
Preview dialers give agents detailed customer information before each call, allowing them to prepare for personalized conversations. When integrated with a CRM, preview dialers can display a customer’s interaction history across multiple channels, helping agents deliver tailored service.
Unlike predictive or progressive dialers, preview dialers allow agents to decide whether or not to place a call, adding an extra layer of control.
Preview dialers are ideal for businesses focused on high-quality, personalized outbound interactions — especially when calling existing customers or handling complex cases where preparation is crucial. They’re a strong choice for teams prioritizing customer satisfaction over sheer call volume, offering a more thoughtful and deliberate alternative to other automated dialers.
| Pros | Cons |
|---|---|
|
|
Power dialers
Power dialers select numbers from a predefined call list and dial them one at a time. When a call is answered, the system immediately connects the agent to the caller, ensuring no time is wasted. If the call goes unanswered, the power dialer automatically moves to the next number on the list, keeping the process efficient.
You could think of power dialers as a simplified version of a predictive dialer, lacking sophisticated algorithms that anticipate agent availability and call abandonment rates. It’s an easy way to automate one of the most time consuming elements of a call center workflow.
Still, this streamlined workflow eliminates manual dialing and minimizes downtime for agents. By maintaining a 1:1 dialing ratio, power dialers ensure agents are always prepared to engage with the customer, making them a reliable tool for teams focused on steady, high-quality interactions.
Power dialers are suitable for businesses that prioritize high call volume, are concerned about compliance, but prefer a simplified dialing system. They are a useful option for companies that don’t want to deal with the compliance exposure of predictive dialers, but still need agents to make a high number of calls per hour.
| Pros | Cons |
|---|---|
|
|
Blended dialers
Blended dialers allow businesses to handle both inbound and outbound calls with the same system, maximizing efficiency and improving customer service. By automatically assigning outbound calls when agents are available and prioritizing inbound calls as they come in, these systems ensure that no time is wasted and customers receive timely responses.
The system works by monitoring call queues in real time. When an agent is free, the dialer connects them to an outbound call from the list. If an inbound call comes in while agents are busy with outbound calls, the system either places the call on hold or redirects it, depending on your setup. This allows your outbound team to jump in and help decrease call queue times during a spike in traffic..
This flexibility makes blended dialers a great fit for smaller teams or businesses looking to get the most out of their available agents.
Blended dialers are best suited for businesses that handle significant volumes of both inbound and outbound calls but need to optimize a smaller, unified team.
For larger call centers with specialized teams, separating inbound and outbound operations may be more effective. Smaller businesses often benefit most from blending calls, as it allows them to maximize efficiency without adding staff.
| Pros | Cons |
|---|---|
|
|