Progressive dialer

A progressive dialer is an outbound calling mode that starts the next call when an agent is available to handle it. It generally advances through a contact list without requiring the agent to enter each number manually. Unlike predictive pacing, it does not rely on calling ahead based on a forecast of when agents will become free.

The precise workflow varies between products. An agent may receive contact information before dialling, and the system may wait for a disposition or wrap-up step before moving to another record. Progressive dialling should be distinguished from the broader, inconsistently used term power dialling. Teams comparing systems should ask what actually triggers a call and how many calls can be in progress for each available agent. List quality, permitted calling hours, consent and suppression rules remain necessary regardless of pacing. A dialling mode describes how work advances; it does not establish that any contact is appropriate to call.