Differences Between an Auto Dialer and Predictive Dialer

What is an Auto Dialer?

Key Features of an Auto Dialer

Depending on which auto dialer you choose, the features can include:

  • Filtering through Do Not Calls lists
  • Easily transfer calls
  • Customize the speed of how quickly the numbers are dialed
  • Adjust the time zone based on each customer’s time zone
  • Upload and segment your contact lists
  • Detect when a number is busy or disconnected
  • Security that ensures customer information adheres to state and federal laws
  • Customize the speed of each auto dialer for each campaign
  • Provide call recipients with a customized action item at the end of each call
  • Create customized messaging
  • Schedule automatic follow ups
  • Call monitoring and recording
  • Dashboards that enable you to monitor call performance

Types of Auto Dialers

There are several types of auto dialers, including preview dialers, progressive dialers, and predictive dialers. Preview dialers are the most basic level of auto dialing. They allow you to view the customer record first before calling and then you can decide if the number should be called. Progressive dialers will wait for an agent to finish their call before dialing the next number on the list. A special feature of progressive dialers is they will show up as a local phone number to the prospect they are calling (the area code matches the area code of the prospective customer).

The final type of auto dialer is the predictive dialer, one of the most popular types of auto dialing systems.

What is a Predictive Dialer?

With a predictive dialer, numbers are automatically dialed from a specific list. When the calling software registers a connection with a customer, the call is transferred to an agent. If there are no agents available, the predictive dialer will slow down the frequency at which it is placing automatic calls, or it will stop altogether until more agents become available again. The goal of a predictive dialing system is to place as many calls as possible. If a call is unanswered, the software moves on to the next number in the list. Furthermore, the intelligent software learns as you use it for the most fluid calling experience.

Unlike the progressive and preview auto dialers, a predictive dialer system has a much higher call ratio per agent.

Differences Between a Predictive Dialer and Traditional Auto Dialer

Again, a predictive dialer is a type of auto dialer, it just offers some extended features. But unlike a traditional auto dialer, a predictive dialer:

Automatically places calls on a continuous basis
Knows when to adjust the speed of automated call frequency if there are no active agents available
Has the goal of placing as many calls as possible in a short period of time

TCPA Rulings:
How They Affect Auto Dialers
(Including Predictive Dialing)

As of April 1st, 2021, businesses are permitted to contact consumers on their cell phones via call or text, without consent under federal law and the new TCPA ruling, as long as their auto dialing system lacks the capacity to store or generate sequential phone numbers.

Pre-recorded calls, IVR, ringless voicemails, and DNC calls are still subject to the TCPA and require written consent.

Key Federal Auto Dialer and Predictive Dialer Laws

In addition to the above, it’s important to be aware of the below federal laws that pertain to auto dialers (including predictive dialers):

  • You cannot call 911, hospitals, police, or any type of emergency line
  • Calls are not allowed to be made before 8:00am or after 9:00pm and are based on the prospective customer’s time zone
  • No more than 3% of your calls can be abandoned (calls not connected to a live sales agent within two seconds of the called person’s completed greeting)
  • If you leave a voice message, prior written consent must be given and an opt-out option must be provided

Deliver an Improved Customer Experience with Auto Dialing

Ricochet360’s dialing system easily calls consumers at high-speed and volume, worry-free of compliance issues. Our team is dedicated to producing the fastest possible connection to your prospects while increasing the efficiency of your team’s workflow. Increase your sales productivity with our all-in-one sales and marketing automation platform.

Ready to start using auto dialing?

Contact Us