I am starting this thread to discuss the practical differences between preview dialers and predictive dialers, particularly from an operational and agent-performance perspective. Both tools are widely used in call centers, but they serve different purposes depending on workflow, call volume, and compliance requirements.
Preview dialers are often preferred in environments where agents need context before making a call, such as account-based sales or support follow-ups. Predictive dialers, on the other hand, are designed to maximize talk time by automatically dialing multiple numbers and connecting agents only when a live call is detected. Each approach has clear advantages and trade-offs.
This comparison breaks down the differences in a clear and structured way and provides useful context for decision-making:
https://www.mightycall.com/blog/preview-dialer-vs-predictive-dialer/.
If you have hands-on experience with either system, it would be valuable to hear how they perform in real-world scenarios, including agent satisfaction, compliance considerations, and overall efficiency.
Posted by Waivio guest: @waivio_jack-london