Dialer modes refer to the strategies the software uses to initiate outbound calls to customers. Each mode caters to different campaign requirements, balancing agent productivity, compliance, and customer experience.
There are several main dialer modes available:
1. Preview Mode
- How it Works: Before placing each call, the agent receives a record (customer details). The agent can review this information and decide when to initiate the call.
- Ideal For: Complex sales, collections, or cases needing research before contact.
Benefits: Personalized interactions, compliance friendly.
2. Progressive (Power) Mode
- How it Works: The system automatically dials the next number as soon as an agent is available. There's minimal wait, but agents get brief customer details as the call connects.
- Ideal For: Medium complexity campaigns where some agent prep is helpful.
Benefits: Balances efficiency and preparedness; reduces idle time.
3. Predictive Mode
- How it Works: The dialer uses algorithms to predict when agents will be available and dials multiple numbers accordingly. It screens for answering machines, busy signals, and connects real answers to available agents.
- Ideal For: High-volume sales, telemarketing, or surveys where short, repeated contacts are standard.
- Benefits: Maximizes agent productivity; increases call throughput.
Caution: Risk of "abandoned" calls if no agent is available, so it must comply with regulations like TCPA and Ofcom.
4. Manual (Agent-Initiated) Mode
- How it Works: Agents manually select and dial each number.
- Ideal For: Highly personalized, low-volume interactions; sensitive cases.
Benefits: Maximum control and compliance, but lowest productivity.
5. Preview-Direct Mode (Optional/Variant)
- How it Works: Combines preview with automatic dialing—once a preset timer runs out, the call is placed even if the agent hasn’t acted.
- Ideal For: Situations requiring both compliance and efficiency.
- Benefits: Encourages timely calling but allows agent review.
Factors to consider in choosing a dialing mode:
Consider:
- Campaign objective (sales, collections, surveys, support)
- Compliance needs (industry regulations)
- Interaction complexity (does the agent need prep time?)
- Volume and efficiency requirements
Built In Compliance Features:
- Abandon rate controls (especially in predictive mode)
- Call recording and audit trails
- Do-Not-Call management
- Consent capture and verification
Always ensure you’re following region-specific telemarketing and privacy laws.
Summary Table of Dialer Modes
| Mode | Agent Prep Time | Efficiency | Compliance Level | Typical Use Case |
|---|---|---|---|---|
| Preview | High | Moderate | High | Complex or regulated calls |
| Progressive | Moderate | High | Moderate | Sales, service follow-ups |
| Predictive | Low | Maximum | Moderate/High | High-volume outbound |
| Manual | Maximum | Low | Highest | Sensitive/personalized |
| Preview-Direct | High | Moderate | High | Balanced requirements |
0 comments
Please sign in to leave a comment.