Predictive dialer: how it works and the risks
What a predictive dialer does
A predictive dialer places more calls than there are free agents, on the bet that many will go unanswered. It filters out busy signals, no-answers, disconnected numbers and (using answering machine detection) voicemails, and connects only live answers to an agent. The result is less dead time for agents, and more talk time per hour than manual or power dialing.
How pacing works
The dialer keeps a running estimate of how many calls are answered and how long conversations last. From that it works out a pacing ratio: how many lines to dial per free agent. If about one call in four is answered, it may dial around four lines per free agent, then adjust as the answer rate and talk times change. Good products let you cap the ratio.
Why calls get abandoned
Pacing is a prediction, and predictions miss. If more people answer than there are free agents, the extra callers are connected to nobody and the call is abandoned. Answering machine detection adds a second source of error: it can mistake a live person for a machine and drop them. Regulators set limits on abandoned calls, so this is a compliance issue as well as a customer-experience one.
Who it suits
High-volume outbound teams with enough agents for the pacing maths to average out, large lists with a low answer rate, and teams with someone to look after compliance settings. For small teams, a power dialer is usually safer.
What to look for
- A pacing cap and an abandon-rate report. You should be able to set a ceiling and prove you stayed under it.
- Answering machine detection quality and what happens when it is wrong.
- Recorded message on abandon, where the rules require one.
- Number rotation and spam monitoring, because high-volume dialing attracts spam labels.
Which apps list predictive dialer
From each provider's own pricing page. “Check” means the page doesn't say, or we haven't verified that app yet.
| App | Status | What the provider says |
|---|---|---|
| CallHippo | Check | Described as a product, but the pricing page doesn't say which plan includes it or what it costs. |
| CloudTalk | Check | Lists a Smart Dialer (Essential and above) and a Parallel Dialer add-on (€39 per user per month) rather than a predictive dialer by name. |
| JustCall | Some plans | Listed only on the SalesPro plan, up to 10 lines. |
| KrispCall | Check | Not verified yet. |
| PhoneBurner | Check | The pricing page lists a power dialer only. |
| Quo | Check | Not listed on the pricing page. |
| Readymode | Included | The core product. |
FAQ
How many calls does a predictive dialer drop?
It depends on the pacing you set. Regulators in the US and UK cap the abandoned-call rate, commonly at around 3%, so good systems let you set a ceiling. Check the current rules for the countries you call.
Is a predictive dialer better than a power dialer?
Not always. It gets more talk time per agent hour, but it needs enough agents to pace safely and more compliance work. A power dialer is simpler for small teams.