Preview vs. Power vs. Predictive Dialers: What You Need to Know

There are many types of dialers on the market. But how do you choose which is the best for your business?

7 Min
-
September 1, 2022

Introduction

There are many types of dialers on the market. But how do you choose which is the best for your business? We’re diving into the three most common types of auto dialers: preview dialers, power dialers and predictive dialers. We’ll share the basics and pros and cons so you know what dialer options are out there and how they can help you achieve your company’s goals. 

Before we get started, ask yourself these questions to help guide you in your decision-making process:

  • How many agents does your company have?
  • What is your volume of calls and will the size of your call lists change in the future?
  • What is the quality of your data/connection ratio?
  • Why are you researching auto-dialers? What is the priority? Is it agent productivity or customer experience?
  • Do you want better connect rates or better call conversion rates?

So, what do you need to know about the three Ps of the auto-dialer world? Keep your answers to the above questions in mind and read more for a full breakdown of preview, power and predictive dialers and how they compare.

What is a preview dialer? 

The preview dialer operates using a one-to-one calling ratio (meaning one number dialed per available agent), which allows your agent to “preview” the record before placing the call. The agent can look through the information and decide to dial or not.

Use Case: Ideal for smaller inbound sales when customer requirements vary, and research is required between calls. High value customer interactions where research is required to have a high quality conversation.

Industry: Healthcare, B2B, real estate

Scenario: An agent has their list, reads through the information about the customer from the list, and makes a judgment call on whether to contact them. They are now more prepared to have a high value conversation. 

Pros and Cons of a Preview Dialer
Pros and cons of a preview dialer


What is a power dialer? 

A Power Dialer calls one phone number after another sequentially eliminating the time spent in between dials. 

Use Case: Particularly useful for calls that are similar with small to medium call volume and high connection ratio. Best when you want a mix of higher connect rates, while still providing a great customer experience.

Industry: Insurance, finance, banking

Scenario: The agent hits “start” to begin the session and the system starts the call with the agent on the other end ready and waiting. Once the call ends the system automatically dials the next number at the end. 

Pros and cons of a power dialer
Pros and cons of a power dialer

What is a predictive dialer?

The predictive dialer is different than a power dialer because it automatically dials phone numbers from a database. It uses mathematical estimates to identify an agent’s availability without them being part of the dialing process. 

Use Case: Typically uses for high call volume situations with low connection ratio. If you need to make tons of calls, but don’t need to provide a great experience for the customer. High volume, low conversion.

Business: Telemarketing, travel, political campaigns

Scenario: The system dials multiple numbers simultaneously and as calls are answered it connects available agents.

Pros and cons of a predictive dialer
Pros and cons of a predictive dialer

How does AutoReach fit in?

Why struggle over quality vs. quantity when you can have both? We’re an outbound contact center with preview, power dialing and campaign management so you can drive more conversations with the right people at the right time. AutoReach takes the guesswork and manual stress out of auto-dialing and allows agents to do what they do best which is to provide a superior customer experience while keeping up their productivity. We believe that the customer journey begins on the first call and that you don’t need to tradeoff between customer experience and sales. 

AutoReach’s dialer leverages our reachai artificial intelligence technology to help your agents connect with the right leads at the right time. Transform your outbound strategy by scheduling a demo with us.

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