Difference Between Predictive Dialer and Progressive Dialer

Auto Dialers in today’s time is the thing when it comes to enhancing customer experience and call center efficiency via technological approach. Automatic dialers are the need of the hour for all call centers or customer service teams. Every industry or business process is different from others and must use the dialers that are best suited for their business requirement.

When it comes to auto-dialers Predictive and Progressive dialers are two of the most widely used auto-dialers. In this blog, we would be looking closely comparing both kinds to see what features are offered by each which can be useful for your business.

Predictive Dialers and their work approach - They are the best dialers when it comes to contacting multiple customers at a single time. As per the designed algorithm whenever a call is made through the predictive dialer as soon as the customer receives the call it is connected to an agent. It increases the call rates of agents while saving time spent on manually dialing the numbers and or waiting in a busy signal. 

Progressive Dialers and their work approach – They are amongst the best dialers when it comes to auto-dialers. As per the algorithm whenever a call is made the first thing that is checked is whether the agent is available to take the call or not and the call is only made when an agent is available for the call. In this way, the customer waiting time is reduced which can lead to happy customers.

On that note of what predictive dialers and progressive dialers are now let’s see how these are different from each other 


  • In the case of predictive dialers, a call is made first then the agent’s availability is checked which can sometimes not be beneficial as the customer has to wait if the agent is not available. The case is the opposite for progressive dialers where a call is made only when an agent is available to take the call. 

  • In the case of predictive dialers, the frequency or number of calls for an agent is more as multiple customers are called and lined up for an agent at a given point in time. In the case of progressive dialers, the call frequency is less as a call is made only when the agent is available which leads to the agent being connected to one caller at a single time, and in the case of predictive dialer, multiple customers are connected waiting for their turn.

  • In the case of predictive dialers, the agent does not get enough time to collect information about the customer as another call is connected as soon as the first one is dropped which can lead to lacking a personal touch which is the opposite in the case of the progressive dialer.

  • The customer waiting time or call drop is more when it comes to predictive dialers as the callers are in the queue but there are fewer call drops or waiting in case of progressive dialers.

In closing notes, both the auto-dialers have their pros and cons at places and you can choose what's best for your business.

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