Choosing the Right Dialer: Predictive vs. Progressive—Which One Suits Your Business?

How to pick between a predictive and progressive dialer

8 Min
July 17, 2023

Are you struggling with the choice between a predictive vs. progressive dialer? Unsure which one suits your business? You’re not alone. Many businesses find it a challenge to choose the right dialer for their unique environment. But it’s easy once you know how each can benefit you.  

We examined the similarities and differences, as well as the finer details of each, to give you a comprehensive view of how these dialers work. You’re just moments away from selecting the right dialer for you.

What is a Predictive Dialer?

At its heart, a predictive dialer is a game-changing piece of auto-dialing software. But whereas the auto dialer merely automates calls, a predictive dialer combines the convenience and speed of the conventional dialer with the latest AI technology.

A predictive dialer uses algorithms to determine when to place a call and when to connect to the next call based on the average call duration and call success rates. It also predicts the number of unanswered calls based on data from previous sessions.

How Do Predictive Dialers Work?

The main aim of a predictive dialer is to reach as many potential customers as possible. It does so by dialing multiple numbers at once and connecting answered calls to the first available agent.

Unfortunately, there are times when calls connect to a live person before a live agent can accept them. A certain degree of dropped calls is the inevitable result. 

In larger and more fast-paced business environments, this can be an acceptable margin of error. When you’re placing very high numbers of calls per day, this is not necessarily a cause for concern. This is where it is very important to match your choice of dialer to your business's size, scale, and pace.

The Next Level: Parallel Predictive Dialers

One of the most promising types of predictive dialers is the parallel dialer

It functions in much the same way as a predictive dialer but can be customized to handle a variety of telemarketing campaigns in parallel. The data is unique to each specific campaign and will be used to predict call times and patterns for those call lists. 

This is a type of predictive dialer that works for large businesses with several large campaigns running simultaneously.

What is a Progressive Dialer?

Once again, a progressive dialer is essentially an autodialer. But it goes a step further. 

A progressive dialer is very similar to a predictive dialer in that it dials large volumes of numbers. However, it does so consecutively and not collectively. This is the major difference when comparing a predictive vs. progressive dialer.

How Do Progressive Dialers Work?

Like the predictive dialer, the aim is to reach as many people as possible, but there is an added facet to this objective. It aims to place as many connectable calls as possible. 

Unlike the predictive dialer, it does not call multiple numbers simultaneously, but rather one after another, and only if there are free agents to handle calls.

Progressive dialers will make large volumes of calls one after the other as soon as agents become free. But when calls are unanswered or go to voicemail, these calls are screened out so as not to waste the teleagent’s valuable time.

Benefits of a Predictive Dialer

A predictive dialer can be just the tool you need to grow your business and your customer base.

With its intelligent algorithms and data-driven approach, a predictive dialer offers a wide array of benefits that can significantly enhance your business's calling capabilities. From increased agent productivity to improved lead conversion rates, let's delve into the numerous advantages of incorporating a predictive dialer into your communication strategy. 

Discover how this cutting-edge tool can streamline your calling process, boost customer engagement, and ultimately drive your business towards greater success.

A predictive dialer offers:

High Scalability

As your company grows, so will your list of leads. And the best way to handle the increasing number of calls is with a predictive dialer. By making more calls at an exponential rate, you reach more people. And this means you have the added potential of making more sales through sheer volume. 

Call Monitoring and Analysis

The call monitoring and data analysis that predictive dialers use will allow for improved operations. The predictive dialer relies on algorithms to predict call durations and potential agent availability. This gets continuously streamlined, as with each call that is made, more data can be analyzed.

Customizable List

A cloud-connected predictive dialer CRM also allows you to customize lists by managing the list of contacts in individual campaigns. Thanks to its data tracking, this list can be further customized according to your goals for each campaign.

Benefits of Progressive Dialers

A progressive dialer rewards your business with unique features that predictive dialers often don’t. 

A progressive dialer offers:

Fewer Hang-Ups

Because a progressive dialer focuses more on the quality than the number of calls, it ensures fewer hang-ups. Calls are only placed when the agent is free to converse with the potential customer. This means fewer dropped calls than with a predictive dialer.

Better Goal Conversion

Thanks to the higher number of connected calls, customer experiences, and agents’ efficiency improved. These two benefits work together to increase the number of successful calls and closed deals. This naturally leads to better goal conversion rates.

When and Why to Use Predictive and Progressive Dialers

Predictive and progressive dialers are different in their approaches to increasing the number of calls made. This affects how they are used in the outbound call sector. This is when and why you should use them. 

Why Use Predictive Dialers For Your Business?

Predictive dialers reach more people, and they are all about the number of calls made. They rely on algorithms to determine how many calls to make and when they might be answered. 

This can be extremely helpful in increasing your call volumes and making the most of your agents’ time. But the technology is not foolproof, and when things go wrong, you’ll experience larger numbers of dropped calls from frustrated people waiting for an agent.

When To Use A Predictive Dialer For Your Business

A predictive dialer is best used when your goal is call volume-oriented. This can be useful for scaling up businesses and launching large campaigns. When the chief goal is to teach a wider audience quickly, a predictive dialer will get you there.

Why Use Progressive Dialers For Your Business?

Progressive dialers are predictive dialers’ more conservative cousins. They are more about quality. They’re a safer option for making more calls without running the risk of having agents not pick up your calls right away. 

This means that progressive dialers are a better choice for enhancing both the customers’ and the agents’ experiences and reducing their frustrations.

The dialer automates the calling process, ensuring efficient utilization of your team's time. It connects agents to live leads only, eliminating wasted calls and maximizing productivity. Additionally, it offers features like call recording and analytics, enabling better training and performance evaluation. 

Progressive dialers are particularly effective in sales and telemarketing operations, enhancing lead conversion rates and revenue generation. Integrating a progressive dialer can optimize your business's calling process and improve overall efficiency.

When To Use A Progressive Dialer For Your Business

A progressive dialer is best used when your goal is experience-oriented. This can be helpful when starting a business, winding down a campaign, or focusing on building good customer relationships.

Predictive Dialer vs Progressive Dialer: Making the right choice

It’s usually easy to decide between a power dialer vs. a predictive dialer, or a predictive dialer vs. an auto dialer, if you’re a small startup or a large, established business. Most small businesses start up with an auto or power dialer and upgrade to a predictive dialer as they grow.

However, it gets a little harder to decide between a predictive and progressive dialer. Both offer distinct benefits, and the nature of your business will likely dictate your choice. 

If you’re ready to take the steps to scale up your business, you need to first narrow down your choices in dialer software. Every business is unique and experiences growth at its own pace. But the following sets of questions may help point you in the right direction.

Is a Predictive Dialer Right for You?

Ask yourself the following questions: 

  • Do we have a large complement of telesales staff?
  • Are we planning on scaling up our business? 
  • Is the cost of a predictive dialer a worthwhile investment, and does it fit into our budget?
  • Do we have, or are we expecting to have, very high outbound call volumes?
  • Are we prepared to accept a reasonable amount of dropped calls in the quest for more contacts?

If you answered yes to these questions, a predictive dialer may be right for your business. 

Is a Progressive Dialer Right for You?

If the predictive dialer didn’t feel right for you, ask yourself these questions:

  • Are we a small or startup business?
  • Do we have limited telesales staff?
  • Is a progressive dialer likely to help us increase our sales conversions?
  • Are we more concerned with a customer’s call experience than call volumes?

If the answer to these questions is yes, a progressive dialer may be better suited to your needs.

The New Predictive Dialer from AutoReach!

Welcome to the future of intelligent outbound dialing with AutoReach's latest innovation, the Predictive AI Dialer. This powerful tool is designed to revolutionize call center operations, enhance productivity, and transform the overall call experience. 

By harnessing the power of artificial intelligence, the Predictive Dialer brings a multitude of benefits to businesses seeking to optimize their outbound strategies.

Maximizing Productivity: Four Times More Live Conversations

With AutoReach's Predictive Dialer, agents can expect a remarkable four-fold increase in live conversations. This means more opportunities to connect with leads, resulting in improved outbound results. 

By dynamically adjusting the dialing pace based on real-time data, the AI-powered system ensures that agents are always engaged in productive conversations, minimizing downtime and maximizing efficiency.

Efficiency Amplified: 300% Improved Transfer Rate

Gone are the days of waiting through unanswered calls and voicemails. The Predictive Dialer significantly improves the transfer rate by 300%, streamlining the process of connecting agents with live conversations. 

Leveraging AI technology, the system intelligently determines the best time to connect agents with leads, increasing the likelihood of successful transfers and reducing agent idle time.

Optimal Resource Utilization: 2.7x Increased Agent Usage Rate

AutoReach's Predictive Dialer empowers call centers to do more with fewer resources. By increasing the agent usage rate by 2.7 times, businesses can achieve higher levels of productivity even with a reduced workforce. The AI-powered system ensures that agents are continuously engaged in meaningful conversations, eliminating the need for them to wait through unproductive calls. This efficiency boost enables businesses to handle higher call volumes and achieve their goals with greater efficiency.

Enhanced Call Experience: 99% Decreased Agent Wait Time

The Predictive Dialer from AutoReach drastically reduces agent wait time, improving the overall call experience. Agents no longer need to endure long periods of inactivity or frustration caused by unanswered calls. 

With the AI-powered dialer connecting them directly to live conversations, agents can focus their energy on building rapport with leads and delivering exceptional customer experiences. This reduction in agent wait time not only enhances job satisfaction but also contributes to improved customer satisfaction and increased conversion rates.

Embrace the Future of Outbound Dialing

By embracing AutoReach's AI-powered Predictive Dialer, businesses can unlock a new level of call center productivity and efficiency. 

With its ability to generate four times more live conversations, improve transfer rates by 300%, increase agent usage rates by 2.7 times, and decrease agent wait time by 99%, this innovative solution revolutionizes outbound strategies. 

Supercharge your team's productivity, minimize downtime, and enhance the overall call experience with the Predictive Dialer from AutoReach. Embrace the future of intelligent outbound dialing and transform your business today.

Final Thoughts On Choosing The Right Dialer

The world of dialing software can seem daunting at first, but with the right knowledge about how it works, anyone can make the right choice. Here at AutoReach, we believe in having the freedom of choice. That’s why we offer the top dialing software with a variety of features and integration options. 

We’re confident that, like other savvy businesses, you’ll choose us, so we also offer a free trial to introduce you to our platforms. Make the right choice today and choose AutoReach for your dialer software needs.

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