Predictive and progressive diallers power outbound calling systems.
Both bring a significant degree of automation, freeing up agents from manually searching and dialling customer numbers. But apart from automation, the functions of these two dialler types are vastly different, making them suitable for different use cases.
So, what are the pros and cons of predictive vs. progressive diallers?
Let's consider each in detail and discuss the parameters that should guide your decision.
Predictive Dialler Definition, Pros, and Cons
A predictive dialler is an automated outbound calling system that dials multiple numbers from a customer list automatically and sequentially, informed by dynamic contact center KPIs, in order to transfer live calls to your agents.
Pros:
- Adapts to changing agent availability
- Targets a huge customer base with simultaneous calling
- Agents won’t reach voicemail or face call rejection
Cons:
- Not suited to targeted campaigns
- Customers might face a few seconds of wait time before a caller is connected
Learn more about the fundamentals of such a dialler in our article: What Is a Predictive Dialler, and What Are its Benefits?
Progressive Dialler Definition, Pros, and Cons
A progressive dialler is an automated outbound calling system that dials the next number on a customer list only when an agent has ended their ongoing conversation while they are engaged in post-call activities. It dials only one number at a time.
Pros:
- Agents can complete their ongoing call without worrying about the next customer waiting
- No risk of a customer going unattended
- Agents can leave a voicemail
Cons: