Dialers · 5 min read
Predictive, progressive or preview: choosing a dialer mode
Each dialing mode balances agent productivity against customer experience differently. Here is how to choose the right one for each campaign.
By the LYT Network team
A dialer's job is simple: keep agents talking to real people. How it does that depends on the dialing mode, and choosing the wrong one either wastes agent time or frustrates the people you call.
Preview dialing
The agent sees the record before the call is placed and decides when to dial. It is the slowest mode, but ideal for complex or high-value calls where preparation matters, such as account management or B2B sales.
Progressive dialing
The dialer places one call per available agent, automatically, as soon as the agent is free. The risk of a customer answering with nobody on the line is very low, and agents spend far less time dialing manually. It is a strong default for most campaigns.
Predictive dialing
The dialer calls several numbers per agent, predicting how many will be answered, and connects live answers to the next free agent. Productivity is highest, but pacing must be managed carefully because over-dialing creates abandoned calls, which regulators limit.
How to choose
- Small team or complex conversations: preview or progressive.
- Large lists with low contact rates: predictive, with careful pacing.
- Regulated or sensitive calls: progressive, to avoid abandoned calls.
Compliance is part of the decision
Calling rules differ by country. In the United States, rules such as the TCPA govern consent, calling times and abandoned calls. In the UK, Ofcom's persistent misuse policy limits abandoned and silent calls, and TPS screening is required under PECR, which the ICO enforces. A good dialer gives you the controls; your business remains responsible for using them correctly.
The best setups often mix modes: predictive for fresh lists, progressive for callbacks and preview for high-value follow-ups.