Dialing modes, settings, and metrics

An outbound dialer decides when to place each call, and that one decision sets how long agents wait between conversations, how often a person answers to silence, and how much an agent knows before someone picks up. The guides in this section start with the three common modes in predictive, power, and preview dialing, then move to tuning, where predictive dialer settings covers dial ratio, answering machine detection, and calling windows.

To judge whether the settings are working, the call center metrics guide gives formulas for contact rate, handle time, occupancy, abandonment, and conversion. If you're still deciding where a dialer should run, cloud vs on-premise dialing compares the cost structure, setup time, and call quality of each.