Preview dialer software for call center TCPA compliance and speed to lead

An outbound preview dialer allows call center agents to view information from prospects’ CRM records prior to manually dialing. Preview dialing is the foundation of the Convoso Click-to-Comply™ product, and is used by organizations to maintain compliance with the TCPA when reaching out to leads without express-written consent. Preview dialer software is also used to dial high-intent leads when you need to reach them fast and ensure an agent is always available to talk. Because leads are dialed one at a time, there is virtually no drop rate so many organizations use a preview dialer to maximize their customer experiences.

In the preview dialing mode, the dialing system will select a customer from a lead list and show their CRM data to an available agent. The agent is then able to review the customer’s information and determine whether to proceed with the call. If they choose to do so, they will then manually click to call the lead. Once that call is finished, the agent will be served with another potential customer to call.

Preview dialing shows call center agents the contact’s information on-screen before the call is automatically initiated, giving the agent time to review details, prepare for the conversation, and manually decide when to place the call, ensuring a more informed and controlled interaction.

A preview dialer presents a contact’s details for review before the agent manually initiates the call. A progressive dialer also displays contact information prior to the call, but automatically dials the next contact at a set amount of time after an agent completes their last call.

No, a preview dialer is not a manual dialer. While it requires the agent to review contact information and manually initiate the call, the dialing process itself is automated by the system, unlike a fully manual dialer where the agent must input and dial each number individually.