With preview dialing, the system selects the next contact and shows the agent the record: name, history, notes and previous outcomes. The agent reads it, then places the call.
It produces fewer calls per hour than predictive dialing, because the agent waits through every ring and every voicemail. In exchange there are no abandoned calls, since every call already has an agent on it, and the agent starts the conversation prepared.
Preview dialing suits:
- High-value or complex accounts, such as B2B sales and key-account follow-up
- Collections and retention calls, where the history matters
- Small or sensitive lists, where every contact counts
- Callbacks the customer asked for
Many teams mix modes: preview for warm leads and callbacks, predictive for large lists. In OVOKY, preview is one of the two modes of the predictive dialer, with the contact record and script on screen in the agent workspace. Agents can also dial manually from the CRM.