Predictive Dialer
A predictive dialer is auto-dialing software that calls multiple phone numbers simultaneously per available rep — using algorithms to predict answer likelihood and timing — connecting only answered calls to reps to maximize talk-time per hour.
Why This Matters
Predictive dialers can push reps to 4-5x the call volume of manual dialing — up to 200-300 dials per rep per day on a clean list. The catch is regulatory: TCPA defines an 'autodialer' broadly, and predictive dialers without proper consent on cellphones face significant litigation risk. The 2021 Facebook v. Duguid Supreme Court ruling narrowed the TCPA autodialer definition somewhat, but state laws (Florida, Washington) and FCC interpretations create ongoing uncertainty. Many MCA shops have moved away from predictive dialing on consumer-cellphone data due to litigation risk.
Frequently Asked Questions
Frequently Asked Questions
Are predictive dialers legal for MCA outbound?
Use depends on the lead population and dialer configuration. Predictive dialing of business landlines is generally permissible. Predictive dialing of cellphones requires prior express written consent under TCPA. Many MCA shops have shifted to manual or click-to-dial modes for cellphone outbound.
What's the difference between predictive and progressive dialers?
Progressive dialers call one number per rep at a time, only after the rep is ready. Predictive dialers call multiple numbers per rep simultaneously and route only answered calls to available reps. Predictive maximizes throughput; progressive maximizes per-call quality and TCPA compliance.