GLOSSARY: Power Dialer
An automated dialer that initiates calls as soon as the agent becomes available. The agent is only connected to calls that reach a live customer. This is essentially a more conservative alternative to predictive dialers; the agent’s availability to connect to a live customer is guaranteed. On the other hand, it is also slightly less efficient, as the system not only waits until the agent is available before dialing the next customer but essentially “locks” the agent into the call until either the connection is made or a voicemail or busy signal is detected. There will, therefore, be downtime.