VICIPanel supports four outbound dial methods. Each has a different tradeoff between agent utilization, abandon risk, and talk quality.
- Predictive
- Dial more numbers than agents. Fastest throughput, highest abandon risk. Use when list quality is high and agents are ready.
- Progressive
- One dial per available agent. Zero abandon risk, moderate utilization. Good default for your first campaign.
- Preview
- Agent sees the lead before the dial fires. Highest touch, lowest throughput. Use for B2B, high-value leads, donors.
- Manual
- Agent initiates every call. Used for TCPA-sensitive campaigns where predictive dialing is legally restricted.
Picking the right mode
- New to dialer operations? Start Progressive until you know your numbers.
- B2C with a clean list and good contact rates? Predictive at 1.5-1.8 is usually the sweet spot.
- B2B cold calling? Preview mode gives SDRs the account context they need.
- TCPA-sensitive vertical (mortgage leads, certain healthcare)? Manual-dial-safe mode.
Predictive dialing above dial level 2.5 without constant abandon-rate monitoring is a fast path to a TCPA violation. Use the Compliance dashboard to watch rolling 30-day abandon rate.