The short answer
- Power dialer: dials one number at a time for each rep, right after the previous call ends. Every answered call reaches a live rep.
- Predictive dialer: dials several numbers at once per rep and uses an algorithm to guess when a rep will be free. More calls per hour, but some answered calls find no rep available.
- Auto dialer: a general term for any system that dials numbers automatically, including power and predictive dialers, and systems that play a recorded message.
Power dialer: best for small teams and relationship selling
A power dialer keeps a steady pace without overloading reps. The rep sees who is being called, can read the client file before the person answers, and nobody hears silence when they pick up. It suits teams of 2 to 20 that call leads, existing customers and callbacks, such as insurance, real estate, mortgage, solar and B2B sales.
Predictive dialer: built for large call centers
Predictive dialing works best with many agents and very large lists, where the algorithm has enough data to keep everyone busy. With a small team the predictions are less reliable, and the risk of dropped or abandoned calls goes up. Many countries limit abandoned calls; in the United States, for example, the Telemarketing Sales Rule caps abandoned calls at 3% of answered calls per campaign. Check the rules for every country you call.
Auto dialers and recorded messages
Systems that play a prerecorded message are heavily regulated in many countries and often require prior written consent. Use them only for contacts and purposes that clearly allow it.
Side by side
| Power dialer | Predictive dialer | |
|---|---|---|
| Calls at once per rep | One | Several |
| Best team size | 2 to 20 reps | 20+ agents |
| Silence when the contact answers | No | Possible |
| Time to read the client file | Yes | Little or none |
| Compliance risk from abandoned calls | Low | Higher |
Which one should you choose?
If you have fewer than 20 people calling, value each conversation and call leads or customers who expect to hear from you, a power dialer is usually the right choice. Zorino is a power dialer: it calls one number at a time per rep, rings each employee on their own phone, and gives managers calls and talk time per person.