Automatic dialling
Numbers worked through in order, with the next call ready before the agent finishes the previous one.
Call Centre
Power Dialling
Power dialling keeps your agents talking instead of dialling and waiting. Done correctly, it is a large gain in conversations per day.
What power dialling is, and what it is not
Power dialling is straightforward in principle. The system works through a list of numbers automatically and connects an agent the moment a call is answered, so the agent spends their time talking rather than dialling and waiting for a ring tone. Against manual dialling, that is a large difference in how many real conversations happen in a day.
It is not the same as predictive dialling, which places several calls at once and risks abandoning people when more answer than there are agents free. Abandoned calls carry regulatory consequences in the UK, and we will be blunt about that rather than sell you the most aggressive setting available.
What the dialler handles
Agent availability
The system only dials when an agent is genuinely free, which keeps the ratio sensible and abandonment low.
Call recording
Recording built in, with the consent handling and announcement configured properly for UK rules.
Outbound call rules
Screening against the appropriate preference services and time-of-day rules, so your call lists stay compliant.
Reporting
Connection rates, talk time and outcomes, so you can see what is working rather than guess.
CRM integration
Call outcome and notes written back to your CRM, so the next conversation starts with context.
What good outbound practice looks like
- Calling only at reasonable hours, and respecting opted-out numbers
- A clear recording announcement, or consent captured, before recording begins
- Accurate caller line identification, so people know who is calling
- A sensible dial-to-agent ratio that keeps abandoned calls to a minimum
- A suppression list that is actually maintained, not written once and forgotten
- Call outcomes logged back to the CRM rather than kept in an agent's head
Questions we get asked about Power Dialling
Is power dialling legal in the UK?
Yes, when it is configured correctly. The rules concern how you handle consent, recording, opted-out numbers and calling times, and they apply to outbound calling generally rather than to the dialler itself. We set it up within those rules.
What is the difference between power and predictive dialling?
Power dialling places one call at a time and waits for an agent to be free. Predictive dialling calls several at once and connects whichever answers first, which is faster but risks abandoned calls and their consequences.
Do we need to record calls?
You do not have to, but recording is common practice for quality and dispute handling, and it is useful for training. If you record, the consent and notification requirements have to be handled properly.
Can it work with our CRM?
Yes. Integration means the agent sees the record before the call and the outcome is written back afterwards, which removes a lot of manual keying.
What numbers are we allowed to call?
That depends on the lawful basis you have for contacting each person, which is a question for your own policies and records. We configure the dialler to respect the lists you give it, and we will not pretend that setting is a substitute for having the right consent.
Not sure whether you need power dialling?
Book a free 60-minute health check. We will tell you what you actually need, including when the answer is nothing.