Outbound Dialler for contact centres

Outbound dialler technology is used in call centres to primary increase efficiency when making outbound contact to customers, typically in outbound sales, lead generation and telemarketing teams.

What type of Outbound Diallers are there?

Not all outbound diallers are created equal! Outbound Diallers for call centres can be cloud-based, on-premise or hosted and there are different ‘modes’ that determine how the dialer dials the customer. The software, algorithms and reporting are all critical components and like other call centre technology, there is a range of quality and experience between vendors. 

Outbound Dialler modes

An Outbound Dialler has different modes that can be used depending on the available data you have, the skill and number of your operators along with the skills of the person running the dialler.

The following are the common outbound dialler modes you will find on most (but not all) automatic outbound phone dialers:

Preview Mode – The agent can see the details for the next customers on the screen, but has to manually choose to make the call. Typically used where a bit of research may be required before making the call.

Progressive Mode – The system will dial the next number as soon as the agent has completed the previous call.

Predictive Mode – The system analyses the number of agents and average call times and essentially dials ahead to maximize productivity given agents very little rest (albeit you can tweak the settings).

Blast Mode – The system dials a whole heap of numbers and once it detects a human voice it plays a pre-recorded message. Often used for large-scale surveys or in elections to get the “message out there”.

Choosing the right outbound dialler for your business 

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