Preview dialer
Shows the record, history, and objective before the call. Recommended when preparation influences quality and conversion.
OmniSmart Guide · Types of automatic dialers
Predictive, progressive, or preview: which dialer should you choose?
Dialing modes solve different problems. Comparing only speed hides what really matters: agent preparation, team capacity, abandonment risk, list volume, and the value of each contact.
Objective comparisonCriteria by operationDirect answer for decision-making
schemaDialing strategy
COMPARISON
PreviewContextoagent decides
ProgressivePaceavailable agent
PredictiveEscalacontinuous calculation
The mode changes the relationship between the list and the agent
person_searchPreviewPrepare beforehand
sync_altProgressiveOne call per agent
speedPredictivePace based on capacity
touch_appAssistedAgent's decision
infoThere is no ideal mode for all campaignsVISUAL EXAMPLE
PreviewContext before calling
ProgressiveOne call per available agent
PredictivePace calculated from data
AssistedManual control with logging
Direct answer
What are the main types of dialers?
The main types are preview, progressive, and predictive. In preview, the agent reviews the contact before calling. In progressive, the system dials when an agent is available. In predictive, algorithms calculate how many calls to start before agents become available. Operations can also keep assisted manual dialing for exceptions.
- Use preview when each contact requires preparation.
- Use progressive when predictability matters.
- Use predictive when there is volume and team for scale.
- Combine modes by portfolio instead of forcing a single standard.
Choose based on the real work
The best dialer is the one that respects the campaign strategy
A portfolio of major accounts should not follow the same pace as a mass campaign. The right mode comes from the intersection of contact value, list size, number of agents, completion rate, and tolerance for waiting.
Progressive dialer
Starts one call for each available agent. Favors predictability and reduces excess calls.
Predictive dialer
Calculates the pace using campaign and team statistics. Seeks scale but requires calibration and monitoring.
Assisted manual
Keeps the decision with the agent, using click-to-call, CRM record, and automatic logging to reduce steps.
Hybrid strategy
Different portfolios can use different modes based on value, urgency, consent, and availability.
Contact governance
Time, frequency, list, capacity, and abandonment handling must accompany any chosen mode.
Practical comparison
Quick comparison of dialing modes
| Mode | When the call starts | Priority | Best use |
|---|---|---|---|
| Preview | After the agent reviews the record | Contexto | Consultative sales and high-value accounts |
| Progressive | When an agent is available | Predictability | Collections, relationship, and medium-sized lists |
| Predictive | Before availability, based on calculation | Escala | Large campaigns and monitored teams |
| Assisted manual | When the agent decides | Control | Exceptions, callbacks, and sensitive contacts |
Decision criteria
Choose in four questions
The mode should be born from the operation's requirements, not from the most popular name in the market.
How much is each contact worth?
The higher the value and complexity, the more context tends to be needed.
What is the real volume?
Consider the size and quality of the base, not just the number of rows in the spreadsheet.
How many agents are available?
Predictive scaling needs sufficient capacity and behavior for calculation.
What risk is acceptable?
Set limits for wait, abandonment, frequency, and experience before speeding up.
Impact on operations
What changes in practice
The right mode balances preparation, capacity, scale, and experience according to each portfolio.
Mode linked to the objective
The operation stops treating speed as the only success criterion.
Capacity respected
The pace considers agents, duration, and post-call work.
Less operational risk
Limits and exceptions are included in the configuration before increasing volume.
Evidence-based decision
Tests and indicators replace preferences for a specific mode.
Who it makes sense for
A guide for those who need to choose before configuring
Call center managersCollections operationsInside salesB2B prospectingRelationshipQuality teams
Frequently asked questions
Learn more
The main ones are preview, progressive, and predictive. There is also assisted manual dialing, with click-to-call and CRM logging, useful for exceptions and sensitive contacts.
Progressive starts the call when an agent is already available. Predictive anticipates calls using availability and completion calculations, seeking more scale and requiring abandonment control.
When the agent needs to review history, contract, opportunity, or context before speaking. It is common in consultative sales, key accounts, and sensitive negotiations.
No. It can increase the pace in suitable operations, but a poor base, small team, or inadequate calibration can cause wait time, abandonment, and a worse experience.
Yes. An operation can use preview for strategic accounts, progressive for regular portfolios, and predictive for high-volume campaigns.
Test equivalent segments and track useful contacts, talk time, conversion, abandonment, cost per result, and quality. Don't compare just the total number of attempts.
Talk to OmniSmart
Choose the mode based on your operation
OmniSmart helps map base, team, context, and indicators to define a testable dialing strategy.
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