Dialer (Predictive / Power / Manual)
Outbound calling software that accelerates agent dial volume — operating in predictive, power, progressive, or manual modes with very different TCPA risk profiles.
Full Definition
A dialer is software that automates outbound calling. There are four main modes: (1) Manual dial — agent clicks to dial each number; lowest TCPA risk because no automated selection. (2) Preview/Progressive dial — agent is presented a record and dialer places the call automatically; generally treated as autodialer. (3) Power dial — dialer places multiple calls per agent; clearly an autodialer. (4) Predictive dial — dialer places calls ahead of agent availability based on statistical models to minimize idle time; maximum TCPA exposure because of abandoned-call rates and aggressive autodialing. Under TCPA, any call placed with a system that has the "capacity to generate and dial random or sequential numbers" or uses an automatic telephone dialing system (ATDS) without PEWC is a violation. Post-Facebook v. Duguid (2021) the ATDS definition narrowed, but plaintiffs' bar still treats predictive dialers as ATDS. Common platforms: ReadyMode, ConvoSo, Five9, Dialpad, CallTools, Vicidial.
Example
A 10-agent Final Expense call center runs ReadyMode in predictive mode, calling aged-lead lists scrubbed against DNC. All leads carry documented PEWC. Abandoned-call rate held below the FTC Telemarketing Sales Rule 3% threshold.
Related Terms
- STIR/SHAKEN — A caller ID authentication framework required of U.S. voice carriers to combat illegal spoofing and reduce robocalls.
- TCPA (Telephone Consumer Protection Act) — U.S. federal law restricting telemarketing calls, autodialed calls, prerecorded messages, and text messages without prior express written consent.
- DNC (Do Not Call) — A federal registry of phone numbers that have opted out of most telemarketing calls, administered by the FTC.
- Scrub — The process of filtering a lead list against prohibited, duplicate, or invalid records before dialing — covering DNC, duplicates, bad phones, litigator lists, and age.
- Contact Rate — The percentage of leads an agent successfully reaches by phone — the first-stage conversion metric in any outbound program.