Explore fresh, expert perspectives on customer engagement and innovation

What does a plumbing apprenticeship, ten years on a building site, and a career in debt collection have in common?

Absolutely nothing.

But what I learned in all those jobs is that the people closest to the work, the ones actually doing it, always have the best ideas.

When I first started in a contact centre, I was terrible. After a month of following the script and struggling, my manager asked if I wanted to sit next to someone else. In all my wisdom, I decided to sit next to the highest-collecting agent in the room.

His name was Vinny.

The Agent Who Changed Everything

We were working in debt collection. Everyone around us followed the script - voices raised, pushing for payments. Vinny sat there with a dusty Rubik's cube and a stained coffee mug, looking like an old hippy(which, by his own admission, he was).

Everyone else was loud and intense. Vinny was calm. He just talked to people.

And he was the top performer on the floor.

After a few days, I asked him what his secret was.

He smiled: "If you want to collect honey, you don't kick the hive."

That line stuck with me. Vinny showed me something important- sometimes the quietest people, the ones who do things differently, are the real innovators. He hadn't been told to change his approach. He just noticed what worked and trusted his instinct.

But here's the sad part - Vinny never told his manager.

"Because it's not in the script. I'd probably get marked down on QA."

He thought doing what worked meant breaking the rules. And as I sat in the chaos of the contact centre, I realised something:

If innovation feels like rebellion, we've built the wrong culture.

Your Agents Are Already Innovating

Frontline people are natural innovators. They live the process every day - they see what works, what doesn't, and they care about making it better.

But they don't do it because they're thinking about efficiency or the bottom line. They do it because they're human. They want to make their jobs simpler, smoother, less stressful.

Agents find smarter ways through clunky systems and shave seconds off repetitive tasks - not out of laziness, but instinct. It's the most natural form of innovation there is.

That's actually what Lean thinking is all about. It's not a corporate framework - it's common sense, done consistently. It's asking everyday: "What's getting in the way, and how can we make it easier?"

Our agents are already doing that. They just don't call it Lean.

The challenge for leaders is to recognise that behaviour, support it, and give it a name - to turn natural innovation into intentional improvement.

But too often, agents don't speak up. Rigid scripts, metrics obsession, or fear of "breaking process" make them feel like their ideas don't count.

So if we want innovation to thrive, our job as leaders isn't to create it - it's to unblock it.

When Doing the Right Thing Looks Like Breaking the Rules

A few years later, when I became a manager, I inherited Katie. She cared deeply about customers but was struggling with collections. Every one-to-one she'd say, "I'm doing it the way they tell us to, but itdoesn't feel right to push people like that."

So I sat in on her calls.

She wasn't talking about taking payments. She was talking about helping people get out of debt. "Let's figure out a plan that works for you." "What's getting in the way right now?"

On paper, she was off-script. She wasn't hitting the "ask for payment" markers. But her customers trusted her. They opened up. And slowly, her results climbed.

One day she said, "I know it's not what they want, but I feel like I'm actually helping people this way."

Sometimes doing the right thing looks like breaking the rules. I backed her. She became my best collector.

The Power of Perception

If you owed £400 to British Gas and your mortgage advisor told you to pay it, you'd thank them for protecting your credit score.

But if I, a debt collector, called about that same £400, it would feel completely different - even though it's the same advice.

Katie understood that. She changed the conversation from "Can we take a payment?" to "Let's help you get out of debt."

That tiny shift - from transaction to transformation -changed everything. Quiet, human innovation.

And here's the thing: this was before Consumer Duty. Before Treating Customers Fairly. Before the FCA. Katie was ahead of the industry curve.

It's Not People That Stop Innovation. It's Process.

Most of the time, our systems make innovation difficult.

QA, KPIs, scripts, compliance - all built with good intentions. But somewhere along the line, the systems started running the people instead of the other way around.

• ‍QA should measure the quality of the outcome, not just the accuracy of the process. Too often it's about catching mistakes instead of coaching improvement.
• KPIs - we measure speed, wrap time, promises to pay, then wonder why empathy gets rushed. If you measure speed, you'll get speed. If you measure empathy, you'll get empathy. If you measure both - you'll get balance.‍
• Scripts protect consistency, but they shouldn't control humanity. The best conversations are guided, not governed.‍
• Culture is the biggest killer. Not process - fear. Agents stay quiet because they've seen others shot down. Silence in a contact centre isn't peace - it's potential going unheard.

These systems aren't bad. They were just built for consistency, not creativity. Our challenge is to rebuild them for both.

The Ripple Effect of Small Ideas

When people feel safe to share and experiment, you see the ripple effect.

I've seen it first-hand:

An agent suggests a note template - saves 30 seconds per call, three hours a day across the team.

Another swaps "you need to" for "what we can do together is" - complaint rates drop.

A team starts a Friday "what worked this week?" huddle - positivity skyrockets.

Tiny things. Massive impact.

When one person's idea is implemented, everyone starts looking for their own. That's how culture changes - not with slogans, but with ripples.

Start With One Question

When I think back to those days sitting next to Vinny, I realise he probably had no idea how much he changed my outlook.

At the time, I thought it was about keeping calm on the phones. But now I see it was about leadership, culture, and trust. You don't get great performance by pushing harder - you get it by creating the conditions for people to do their best work.

My mission has always been to change the world - not the whole world, at least not at first - but the world of debt collection. Because for too long, our industry has carried a negative perception. But what we really do is help people move forward.

And for me, that started with Vinny. That one quote. He was the stone that started the ripple - the ripple I intend to turn into a wave.

So when you go back to your teams, try this: ask questions.

"What's one small thing we could fix this week?"

"What's that one hack that is an absolute must?"

"How would you improve this process?"

Listen to the answers. Act on them.

Because once people see their ideas become real, that's when the ripples start. And that's when cultures change.

If you want to collect honey, don't kick the hive.

Trust your people. Listen to your frontline. And give them permission to make things better - one small idea, one ripple, one wave at a time.

---

Jamie Corbett is an Operations Leader at Advantis Credit. He spoke at Afterwork with MaxContact, a contact centre community event, where he shared his journey from the frontline to leadership and his mission to change the perception of debt collection through agent-focused innovation.

Want to unlock innovation in your contact centre? Discover how MaxContact's AI-powered platform gives your agents the tools and insights to do their best work. Learn more

‍

The Challenge: Are Connect Rates Under Pressure?

‍

Outbound contact teams are facing a new reality. The calls that used to connect are now being intercepted - not by answerphones, but by AI.

According to our latest research, 42.8% is the average connect rate for UK contact centres, with 38% of respondents reporting connect rates between 40-59% [Source: MaxContact KPI Benchmark Report 2025-26].

These numbers tell only part of the story. Behind them lies a fundamental shift in how customers interact with incoming calls, and outbound teams need to understand what's happening - and more importantly, how to adapt.

What Is AI Call Screening?

‍

AI call screening is smartphone technology that uses avirtual assistant to answer calls from unknown numbers. When an incoming call arrives, the AI asks the caller for their name and purpose, then transcribes the response in real-time on the user's screen. The user can then decide whether to answer, decline, send a text reply, or report the call as junk.

‍

How It Works for End Users

• ‍iOS Devices: When a call from an unknown number arrives, users see a "Screen Call" option. Tapping it triggers an automated voice that asks the caller for their name and reason for calling. The user doesn't hear the audio initially - instead, they see a live, on-screen transcript of the caller's response. Based on this transcript, they can accept, decline, reply via text, or report as junk. Users can configure their iPhone settings to automatically screen all unknown callers, send them directly to voicemail, or allow calls toring through normally. If they've spoken to that number before or have it saved, the call isn't classified as unknown and by passes.

• On Android (Google Pixel) Devices: Users can manually tap a "Screen call" button or set the feature to automatically screen calls from spam, first-time callers, or all unknown numbers. When automatic screening is enabled, the phone may not even ring - a transcript of the screened call appears later in the call history. The Google Assistant informs the caller they're using a screening service, asks for their name and purpose,and can even ask clarifying questions like "Is it urgent?" on the user's behalf.

The Impact on Outbound Contact Strategies

‍

Research on our customer base shows that currently, less than 0.37% of outbound calls are hitting iOS call screening services. While this figure suggests relatively low adoption now, industry analysts expect it to compound over time as the technology becomes embedded in everyday life.

‍

Answer Machine to Call Screen Detection.

‍

MaxContact use Answering Machine Detection (AMD) technology to identify when calls reach voicemail. AMD often identifies AI call screening as a standard answering machine.

When using automated dialling modes - predictive orprogressive dialling with AMD enabled - calls are flagged as "Answer Machine" and routed to the IVR plan for answering machines. If a contact answers the call while the IVR message is playing, they won't be connected to an agent. Instead, they'll see a transcript on their phone showing who called, as stated in the recorded message.

While AMD technology catches many screened calls, it isn't foolproof - a number of these calls may still get through to agents. If answer machine detection isn't enabled, agents will be connected to AI call screening when activated.

‍

What This Means for Your Connect Rates

‍

AI screening tools are acting as gatekeepers, allowing customers to decide whether calls are worth their time. For outbound teams, this might mean:

• Reduced agent connection rates – More calls being intercepted before reaching the intended person
• Wasted agent time – Agents speaking to AI screening services instead of real customers
• Missed opportunities – Prospects receiving incomplete messages or no context about why you're calling
• Brand perception risks – Silence, dropped calls, or robotic IVR messages creating negative first impressions

‍

According to our benchmark data, the average contact rate (percentage of connected calls that reach the intended person) is 43.2%,with 39% of respondents reporting rates between 40-59%. As AI call screening adoption grows, maintaining these rates will require strategic adaptation.

MaxContact's Solution

‍

At MaxContact, we're tackling AI call screening head-on with a comprehensive approach that combines smart automation with agent training. Our strategy ensures you maintain connect rates while delivering consistent, professional brand experiences.

‍

‍The Automated Strategy

(When AMD Detects the Screener)

For calls that are correctly identified as answering machines by the system, MaxContact enables you to:

Use IVR Routing for Answering Machines Set upspecific IVR routing that plays when the system detects an answering machine. Your IVR should deliver a clear, purposeful message that explains who iscalling, why, and how to get back in touch.

This approach ensures that even when your call hits AIscreening, the person receives a complete, professional message they can reviewin their call transcript. It's transparent, compliant, and positions your brandas respectful of their time.

‍

The Agent-Led Strategy

(When Screened Calls Reach Agents)

For calls that AMD doesn't catch - or if you don't use AMD - MaxContact recommends training agents to recognise and respond effectively:

Train Agents to Identify AI Screening Agents must be trained to recognise the distinct voice of an AI screening assistant, which sounds different from a genuine customer.

Deliver Personalised, Concise Messages When an agent identifies an AI screener, they shouldn't hang up. Instead, they should respond clearly and concisely with a personalised message. For example: "Hi, thisis Sarah from MaxContact. I'm calling for John regarding the information he requested on our website." If the person doesn't pick up, agents should leave details on how to get back in contact.

This gives the person screening the call the clear, concise information they need to decide to accept it.

How MaxContact's Platform Supports Your Outbound Strategy

‍

MaxContact provides the tools you need to implement theabove strategies effectively:

‍

Intelligent Dialling with AMD

Our automated dialling technology (predictive and progressive modes) includes industry-leading Answer Machine Detection. When AMD identifies a screened call, it's automatically routed to your configured IVR plan, ensuring consistent messaging.

‍

Flexible IVR Routing

MaxContact's IVR capabilities let you create specific routing plans for answering machines. You can craft messages that clearly identify your organisation, explain the reason for calling, and provide callback information - all essential for making a positive impression when calls are screened.

‍

Agent Coaching

Our Conversation Analytics features help management identify AI screening and uncover the openers that work best. Train agents on delivering clear, concise messages that maximise the chances of prospects accepting the call.

‍

Comprehensive Reporting

Track how often your calls are hitting answering machines (including AI screening), monitor connect rates and measure the effectiveness of your strategies with MaxContact's reporting suite.

Best Practices: Adapting Your Contact Strategy Today

‍

AI Call Screening is here, here's how to optimise your outbound strategy now:

‍

1. Audit Your IVR Messages

Review the messages played when AMD detects an answering machine. Ensure they clearly state:

• Who you are (company name, agent name if possible)
• Why you're calling (the value proposition or reason)
• How to get back in touch (phone number, website, email)

Keep messages concise—under 30 seconds—and professional.

‍

2. Train Your Agents

Conduct training sessions where agents learn to:

• Recognise the sound and cadence of AI screening assistants
• Deliver clear, personalised responses when they identify screening
• Leave complete information if the person doesn't pick up

Role-playing exercises can be particularly effective here.

‍

3. Leverage Branded Caller ID

Consider using branded caller ID services that display your company name on incoming calls. This transparency increases the likelihood that prospects will answer or trust the call even when screened.

‍

4. Optimise Contact Timing

Use MaxContact's intelligent targeting to call prospects attimes they're more likely to answer. Our platform allows you to build lists with differing contact windows, reducing the chances of hitting screening technology.

‍

5. Embrace Omnichannel

Don't rely solely on voice. Use MaxContact's omnichannel capabilities to follow up via SMS, WhatsApp, email, or web chat when calls don't connect. Multi-channel strategies significantly improve overall contactrates.

‍

6. Monitor and Measure

Track your connect rates, contact rates, and conversion rates over time. Use MaxContact's reporting suite to identify trends and measure the impact of your AI call screening strategies.

The Bottom Line: Stay Ahead of the Curve

AI call screening isn't going away—if anything, adoption will accelerate. But with the right strategy and technology, your outbound teams can not only maintain performance but improve it.

MaxContact's approach—combining intelligent automation with agent training—gives you the tools to adapt now.

Remember: Successful teams will adapt to AI call screening with transparency, branded caller IDs, and pre-call context, working with AI to increase responsiveness and to maximise every opportunity.

Ready to Future-Proof Your Contact Strategy?

If you're concerned about how AI call screening is affecting your connect rates get in touch with MaxContact today.

Our team of contact centre experts can audit your current strategy, identify opportunities for improvement, and show you how our platformhelps you stay ahead of emerging technologies.

‍

Request a Demo | Download Our Benchmark Report

‍

At its core, an outbound dialler automates the process of connecting agents with customers. The best diallers, however, go far beyond just making calls. They reduce idle time, improve compliance, and empower agents to deliver faster, more personalised customer experiences.

With so many options on the market, from global enterprise platforms to leaner, budget-friendly tools, finding the best dialler software can be overwhelming.

The “best” isn’t always the biggest name; it’s the one that fits your business goals. Whether that’s maximising agent productivity, staying ahead of compliance rules, or giving customers smoother, more human conversations.

This guide breaks down what defines the best auto dialler software, exploring key features, the main types of diallers, and how to identify the right providers for growing contact centres.

Key features that define the best dialler software

If you’re evaluating dialler systems, the most important step is understanding which features separate a good system from a great one. Across industries and use cases, these are the core features that define the best dialler systems time and again:

Features & why it matters:

Compliance built in

Regulations like Ofcom (UK) and GDPR carry heavy fines if they’re ignored. The best diallers have safeguards built in, such as call pacing rules, customer consent management, and automatic record keeping. This helps agents stay focused on conversations without risking penalties.

Multiple dialler modes

Different campaigns need different approaches. A predictive dialler is great for high-volume sales where speed matters. A preview dialler, on the other hand, gives agents context before making sensitive debt collection calls. The best dialler software offers flexibility with multiple modes in one platform.

CRM and data integration

A dialler that can’t talk to your CRM will slow agents (and your call handling) down. Integration means customer details, history, and preferences are available instantly, allowing agents to personalise interactions and avoid repeated questions.

Ease of use and adoption

Even the most advanced system won’t deliver results if agents find it difficult to use. Look for intuitive interfaces, drag-and-drop campaign management, and fast onboarding so teams can adopt quickly without weeks of training.

Reporting and analytics

Data drives performance. Real-time dashboards, call recording, and speech analytics help managers track KPIs like contact rate, conversion, and compliance. The best diallers capture data and make it actionable.

Cost efficiency and scalability

A dialler should grow with your business. Scalable licensing, flexible integrations, and automation tools help you handle more calls and campaigns without proportionally increasing headcount or costs.

Types of diallers explained

As mentioned above, when you’re weighing up dialler systems, one of the biggest considerations is how flexible the software is, with dialler modes being a key focus.

Let’s dig into what different dialler modes offer in more detail.

A platform that only offers a single mode will limit your campaigns, whereas the best auto dialler software gives you the choice to switch depending on context.

Here are the most common dialler modes and when to use them:

• Predictive: Maximises agent talk time by dialling multiple numbers and only connecting live answers (great for high-volume sales).
• Preview: Gives agents customer details before the call (ideal for sensitive or complex conversations like debt collections).
• Progressive: Dials one number per agent with context as the call connects, balancing pace and preparation.

To explore dialler modes further, read our blog on choosing the right dialling mode

Best Auto Dialler Software Options in 2025-26

Dialler modes are an important consideration, but they’re only part of the picture. The right choice of software is dependent on the type of provider you go with. While some dialler platforms are built for huge enterprise operations, others strip back features to keep costs low. Meanwhile, there are specialist providers that aim to balance advanced functionality with usability.

Let’s look at the differences between providers:

1. Enterprise Platforms

Global players like Five9, Genesys, or NICE dominate the top end of the market. These platforms offer vast functionality across voice, digital, and AI, which is ideal for multinational contact centres with thousands of agents.

However, with scale comes complexity. Implementation of enterprise-level dialler software can take months, pricing is often layered by feature and licence, and day-to-day management may require technical teams. For mid-sized or fast-growing contact centres, it often means paying for features they’ll never use.

2. Budget or Basic Diallers

At the other end of the scale, low-cost diallers focus mainly on outbound calling. Tools like Vicidial, Primo, JustCall, TCN, and Aircall are popular for their simplicity, quick setup, and low upfront cost, which makes them attractive options for small teams or short-term outbound campaigns.

However, the biggest trade-off is capability. Budget systems often lack advanced features, like Ofcom-compliant dialling controls, CRM integration, or omnichannel functionality. They can also fall short when it comes to reporting or automation, requiring more manual oversight, leading to a greater risk of errors.

For regulated industries such as financial services or debt collection, these limitations can create compliance risks and hinder scalability. They’re great for getting started, but not always suited for growing or high-stakes contact centre operations.

3. Specialist Providers

This is where MaxContact stands out. We bridge the gap between affordability and advanced capability.

MaxContact is built for mid-sized and growing contact centres that need enterprise-grade functionality without enterprise overheads. You get:

• Multiple dialler modes (predictive, progressive, preview) to match your campaign needs.
• Built-in compliance with Ofcom, GDPR and FCA guidelines.
• Fast setup and simple integration with existing CRMs and systems.
• UK-based support and expert onboarding.
• A platform that balances performance, compliance, and customer experience.

Best overall for mid-sized contact centres: MaxContact

- Offers predictive, progressive, and preview dialler modes

- Built-in compliance with Ofcom, GDPR, and FCA guidelines

- UK-based support with fast setup and CRM integration

Benefits of Choosing the Right Dialler

Choosing the right dialler isn't just about efficiency, although that's a big positive on its own. And yes, a dialler also helps your contact centre do more with what you've got. But the real value runs deeper. Hand in hand with a data-driven contact strategy, the right dialler transforms how your contact centre (and your agents) work.

Here are the benefits:

1. Your agents actually want to work

Nobody likes staring at a screen waiting for calls to connect. A smart dialler cuts that idle time dramatically. Predictive and progressive modes keep outbound campaigns flowing, so agents focus their energy on conversations, not manually dialling numbers or waiting for calls to connect.

Add CRM integration and live dashboards into the mix, and you get more than better numbers; you get engaged agents who can focus on conversations that actually matter.

2. Your customers notice the difference

When your dialler talks to your CRM and routing tools, customer journeys improve overnight. Intelligent routing gets people to the right agent the first time. Integrated data means your team knows exactly who they're speaking with before they even say hello.

That translates into shorter waiting times and fewer "let me transfer you" moments. Customers have conversations that feel informed and personal, the kind that people remember for the right reasons.

3. Compliance that runs itself

Between Ofcom, GDPR, and FCA requirements, staying compliant is complex. Manual oversight just doesn't cut it anymore, especially when your business is scaling. The best diallers handle compliance in the background, managing call pacing, respecting consent preferences, and protecting customer data.

That means fewer slip-ups and unexpected fines, and a reputation that shows you take data protection seriously.

4. Built to grow with you

Good dialler software scales with your business. By automating admin and streamlining workflows, your agents handle larger volumes without you needing to increase headcount.

The right platform adapts as you evolve with new channels, fresh campaigns, and changing regulations. No expensive rebuilds or constant retraining.

The best dialler software makes you faster. But more critically, it finds that sweet spot where productivity, compliance, and customer experience all work together.

Why Businesses Choose MaxContact: One of the Best Dialler Software Solutions for Contact Centres

When businesses search for the best dialler software, they’re looking for a balance between performance, compliance, and ease of use. That’s where MaxContact stands out. Designed for mid-sized and growing contact centres, our dialler software delivers enterprise-grade functionality without enterprise overhead.

Here’s why organisations across industries choose MaxContact’s dialler:

1. Scalable efficiency without extra headcount‍

‍‍We Finance Any Car used MaxContact to manage rising lead volumes while keeping staffing levels steady. With CRM integration and automated re-dialling, their team spends more time talking to customers and less time on manual admin, improving productivity and conversion rates.

Read Case Study

2. Flexible control and faster campaign management‍

Dudley Council wanted to reduce reliance on third parties and adapt in real time. MaxContact gave them control to update campaigns and reporting on their terms; faster, cheaper, and more flexible.

Read Case Study

3. Enterprise power, simple usability‍

The Redwood Group needed a platform that could support multiple departments, regulated debt recovery campaigns, and high outbound volumes. With predictive, progressive, and manual dialling modes, advanced compliance, and intuitive reporting, they got the best of both worlds: power and simplicity.

Read Case Study

In short, MaxContact brings you all the essential dialler modes, built-in compliance, and UK-based support that grows with your team, without paying for features you’ll never use. That’s why it’s consistently rated among the best dialler systems for UK contact centres.

See Capterra Reviews

Get the power and compliance of an enterprise dialler without the complexity. Book a demo with MaxContact to see how our dialler software can boost productivity, compliance, and CX in your contact centre.

FAQs: Choosing the Best Dialler Software

‍

What is the best dialler software for UK contact centres?

MaxContact is one of the best dialler systems for UK contact centres, offering predictive, progressive, and preview dialling with built-in Ofcom, GDPR, and FCA compliance. It's specifically designed for mid-sized and growing teams that need enterprise capability without enterprise overhead.

What makes a good auto dialler?

The best auto dialler software combines speed, compliance, and customer experience, with CRM integration, intelligent call routing, and clear reporting to guide agent performance. It should also offer multiple dialling modes to match different campaign types and scale efficiently as your contact centre grows.

Is MaxContact a predictive dialler?

Yes. MaxContact supports predictive, progressive, and preview dialler modes, helping teams tailor outbound strategies for sales, collections, and service campaigns. You can switch between modes depending on campaign needs, all within the same platform.

How does MaxContact compare to enterprise dialler platforms?

While global providers like Five9 or NICE CXOne target large enterprises with complex needs and large budgets, MaxContact delivers similar capabilities in a simpler, more affordable, and UK-supported solution ideal for growing contact centres. You get enterprise-grade features, predictive dialling, compliance automation, and advanced reporting, without the six-month implementations and features you'll never use.

What happens if we outgrow our current dialler?

This is a common concern and a real risk with budget diallers that lack scalability. Signs you've outgrown your system include: hitting user limits, needing features that require expensive add-ons, struggling with compliance as regulations tighten, or lacking the reporting depth to optimise performance.

MaxContact is built to scale with you. As your contact centre grows with more agents, more campaigns, and more complexity, the platform adapts without requiring you to rip and replace. You're not locked into a system you'll need to migrate away from in 18 months.

Can dialler software integrate with our existing CRM?

The best dialler systems, including MaxContact, integrate with major CRMs like Salesforce and HubSpot, as well as custom systems via API. This integration is critical because agents see customer data instantly when calls connect, eliminating the need to switch between systems or ask customers to repeat information.

During a demo, always ask to see the specific CRM integration you need, not just whether it's "possible."

Is cloud-based or on-premise dialler software better?

For most contact centres, cloud-based is the clear winner. Cloud systems offer:

• Faster implementation (weeks, not months)
• Automatic updates and compliance changes
• Scalability without hardware investment
• Remote working capability (essential post-pandemic)
• Lower upfront costs

On-premise systems made sense a decade ago, but unless you have very specific data residency requirements or legacy infrastructure dependencies, cloud-based diallers like MaxContact offer far more flexibility and value.

As we close out 2025, it's time to reflect on the predictions we made at the start of the year and examine how the contact centre industry actually evolved. While some trends played out largely as anticipated, others took different paths, and the year brought valuable lessons about the pace of technological adoption and the realities of AI implementation.

Let's look back at what we predicted for 2025 and how it measured up against reality.

AI Enters the Value Creation Phase: Prediction Validated

We predicted that 2025 would be the year AI moved from deployment to proving its worth, with organisations becoming more pragmatic about ROI and accepting realistic efficiency gains of around 25% rather than the marketed 70-80%. This proved to be one of our most accurate predictions.

The shift happened – and not just among buyers. AI vendors themselves fundamentally changed their positioning throughout the year, moving away from revolutionary promises toward demonstrable value delivery. The industry experienced a collective reality check, with both clients and vendors acknowledging that AI's current capabilities, while valuable, require focused implementation and realistic expectations.

The buyer sophistication we anticipated materialised as predicted. Organisations approached AI investments with the same caution they learned from the early SaaS era, demanding proof of value before committing resources. This pragmatic approach has actually accelerated successful implementations, as companies focused on achievable wins rather than transformational moonshots.

The adoption patterns we're seeing reflect this pragmatic approach. Our recent benchmark data shows that chatbots (57%), virtual or AI agents (56%), and fraud detection (46%) lead AI adoption – a mix of customer-facing and operational applications that demonstrates organisations are deploying AI across diverse use cases rather than betting everything on a single transformational solution.

This diversified approach demonstrates that organisations have learned a crucial lesson: AI value comes from multiple focused applications working together, not from a single revolutionary solution. Rather than seeking the one AI tool to transform everything, successful contact centres are building an ecosystem of AI capabilities, each solving specific problems and delivering measurable returns.

Looking to 2026, this value-focused approach will intensify. The stakes have never been higher for demonstrating real return on AI investment.

Agent Role Evolution: Still a Work in Progress

Our prediction about enhanced focus on emotional intelligence and complex problem-solving, driven by agents juggling 5-10 applications, proved partially accurate – but the evolution happened more slowly than anticipated.

The fundamental problem we identified, cognitive load from application switching, still exists. When agents need to hunt for information across multiple systems, that friction hasn't been solved at scale. However, there's a crucial development: vendors are now actively prioritising this challenge for the next 12-18 months in a way they weren't before.

The reality is that other AI use cases – digital deflection and efficiency improvements – showed faster, more measurable results and therefore attracted more immediate attention. Agent-focused solutions, which require more complex integrations and change management, naturally took longer to implement.

What's changed is the industry's recognition that solving the agent experience is the next frontier. The easy wins have been captured; now the focus is shifting to the harder problem of reducing cognitive load and empowering agents to focus on high-value interactions. The agent role evolution we predicted is happening – it's just unfolding across a longer timeline than a single year.

Personalisation Meets Privacy: Not Yet

This was one of our predictions that didn't materialise as expected. We highlighted that while 76% of consumers say personalised communications are a key factor in considering a brand, 80% are concerned about how their data is being used – a tension we believed would define how contact centres approached personalisation in 2025. In reality, this particular dynamic didn't become the defining issue we thought it would.

Personalisation absolutely grew, but not in the data-driven, privacy-challenging ways we envisioned. Instead, we saw incremental improvements that enhanced customer experience without crossing privacy boundaries. Conversational IVR systems that recognise customers and speak naturally. Auto-summarisation that gives agents context about previous interactions. Proactive outreach based on known customer journeys.

These are all forms of "respectful personalisation" – but the anticipated tension with privacy regulations didn't materialise because those regulations themselves haven't fully arrived yet. The comprehensive AI-specific data protection frameworks we expected are still pending, creating a situation that's both liberating and potentially dangerous.

The privacy conversation is coming – regulation always lags behind technology. But 2025 taught us that personalisation can advance through improvements in how we interact with customers, not just through deeper data mining. The human touch in personalisation is key, making interactions feel more conversational and contextual.

Economic Pressures Drive Innovation: Absolutely Accurate

This prediction proved devastatingly accurate. The economic pressures we highlighted – minimum wage increases to £12.21 per hour and National Insurance changes – drove exactly the responses we anticipated, and then some.

The most significant development was the dramatic acceleration of offshoring. Organisations didn't just explore offshore and nearshore options; many made wholesale moves, relocating entire operations because even with 20-30% AI-driven productivity improvements, the cost savings of offshore operations (often halving expenses) proved more immediately impactful.

This created an interesting dynamic: AI and offshoring aren't competing strategies, they're complementary ones. Organisations are doing both. The combination delivers the cost reductions that economic pressures demand, while AI provides the efficiency gains needed to maintain service quality in distributed operations.

For UK-based contact centres, this created an urgent imperative: AI implementation is no longer optional for competing at scale. The economics are stark – without AI-driven efficiency improvements, domestic operations struggle to justify their cost premium against offshore alternatives.

The year also validated our prediction about investment focusing on technology with clear cost benefits. Organisations moved past experimentation to demand concrete ROI demonstrations before committing to new platforms. First-contact resolution gained renewed focus as a direct cost-reduction strategy, and workforce management sophistication increased as organisations sought to maximise resource efficiency.

Economic pressure didn't just drive innovation – it fundamentally reshaped operational strategies across the industry.

Hybrid Working 2.0: Matured and Settled

Our prediction about hybrid working evolving beyond basic remote capabilities proved largely accurate. With over 60% of contact centres incorporating home working [Source: MaxContact 2024 KPI Benchmarking Report], 2025 was the year hybrid models matured from experimentation to established practice.

The persistent challenges we identified – training, culture, team cohesion, and the 10% higher attrition in remote teams – didn't disappear, but organisations developed more sophisticated approaches to managing them. The industry moved from asking "does hybrid work?" to "how do we make hybrid work better?"

That said, the journey isn't complete. Hybrid working remains an ongoing optimisation challenge rather than a solved problem. Organisations continue refining their approaches to onboarding, knowledge management, and cultural cohesion in distributed environments. The difference is that these are now recognised as manageable challenges within an accepted working model, rather than existential questions about hybrid working's viability.

What 2025 demonstrated is that hybrid working in contact centres has settled into a mature, sustainable model. It's not perfect, and it requires ongoing attention, but it's no longer experimental. Organisations know what works, what doesn't, and what trade-offs they're making.

Data-Driven Decision Making: Awareness Achieved, Implementation Pending

We predicted 2025 would see contact centres move beyond scratching the surface toward sophisticated analytics and better cross-channel insights. What actually happened was more nuanced: awareness arrived, but implementation is still catching up.

The year's defining lesson about data came from AI implementations: data quality and integration determine success or failure. Organisations attempting AI projects quickly discovered that siloed, fragmented data blocks effective AI deployment. This painful lesson elevated data strategy from a nice-to-have to a fundamental requirement.

As a result, conversations about new technology implementations now start with data. Where is it? How timely is it? How well integrated across systems? This represents genuine progress – the industry now understands that data foundations must come before AI applications.

However, understanding the problem and solving it are different challenges. Data consolidation and integration remain complex, expensive projects that don't happen overnight. Many organisations spent 2025 realising the depth of their data challenges rather than solving them.

Interestingly, we also learned that AI tools themselves are creating more data. Speech analytics transcribing 100% of calls, conversation analytics tracking interaction quality, AI agents generating workflow data – the volume of available information is exploding. The new challenge isn't just integrating existing data sources, but making the tsunami of new data accessible and actionable for frontline decision-makers.

The data-driven future we predicted is coming, but 2025 was the year of recognition rather than transformation. The real work lies ahead in 2026.

Regulatory Compliance and Security: The Waiting Game

Our prediction about new AI-specific regulations joining existing frameworks like Consumer Duty didn't materialise in 2025 – though the reality is more nuanced than a simple absence of regulation.

While dedicated AI legislation hasn't arrived, existing regulatory frameworks continue to apply robustly to AI implementations. The FCA's technology-agnostic, outcomes-focused approach means that contact centres using AI remain fully accountable under Consumer Duty requirements – including obligations to act in good faith, avoid foreseeable harm, and deliver good outcomes for customers. This principles-based approach has proven flexible enough to address AI-related risks without requiring entirely new regulatory structures.

What we're seeing is that leading organisations aren't waiting for AI-specific regulations to establish best practices. Forward-thinking contact centres and vendors are proactively embedding responsible AI principles into their implementations – focusing on data protection, algorithmic transparency, fairness, and customer consent. These organisations recognise that existing regulatory requirements around consumer protection, operational resilience, and data governance already provide a comprehensive framework for responsible AI deployment.

This proactive approach positions organisations well regardless of future regulatory developments. By building AI systems that align with existing regulatory principles and industry best practices, they're creating implementations that are inherently compliance-ready. When AI-specific guidance does arrive – and regulators continue to monitor the space closely – organisations that have already embedded responsible practices will adapt seamlessly rather than facing disruptive retrofitting.

Security incidents throughout the year kept data protection at board-level attention, reinforcing the importance of robust governance around AI implementations. The industry's focus on operational resilience, secure outsourcing arrangements, and clear accountability structures demonstrates mature risk management even in the absence of AI-specific mandates.

The regulatory landscape for 2026 remains one to watch closely. While comprehensive AI-specific frameworks may still be developing, the application of existing regulations to AI use cases continues to evolve through regulatory guidance and industry practice. Organisations taking a principles-based, outcomes-focused approach to AI implementation – prioritising customer outcomes, transparency, and accountability – are positioning themselves as industry leaders in responsible innovation.

Looking Back: What We Learned

Perhaps the most important insight from 2025 is that AI is delivering real value, but in focused applications rather than wholesale revolution. Hybrid working has matured into standard practice, but the human challenges persist. Economic pressures accelerated strategic shifts that might have taken years in different circumstances.

The year validated our core message from the start of 2025: success comes from realistic expectations, focused implementations, and keeping sight of what matters – delivering excellent customer service in sustainable ways for both businesses and employees.

What surprised us least was how little surprised us. As an industry voice advocating for realistic AI expectations while others promised transformation, we saw our predictions largely validated. The technology evolution we anticipated happened; it just happened at the measured pace we expected rather than the revolutionary speed others marketed.

2025 Trends in Brief: What Actually Happened

• AI Value Creation: Vendors and clients shifted focus to ROI and measurable value delivery. Chatbots (57%), virtual/AI agents (56%), and fraud detection (46%) lead AI adoption, with organisations taking a diversified approach rather than betting on single transformational solutions.
• Agent Role Evolution: The cognitive load problem persists, but vendors are now prioritising agent experience as the next frontier after capturing easier AI wins in digital deflection.
• Personalisation vs Privacy: Personalisation grew through conversational IVR, auto-summarisation, and proactive outreach, but the anticipated privacy tensions didn't materialise as AI-specific regulations remain pending.
• Economic Pressures: Offshoring accelerated dramatically as the combination of minimum wage increases and National Insurance changes made offshore operations (often halving costs) more impactful than AI's 20-30% efficiency gains alone.
• Hybrid Working: Matured from experimentation to established practice, with over 60% of contact centres incorporating home working and developing sophisticated approaches to managing persistent challenges.
• Data-Driven Operations: Awareness arrived as AI implementations proved that data quality determines success or failure, but many organisations spent the year realising the depth of their data challenges rather than solving them.
• Regulatory Landscape: AI-specific regulations didn't materialise, but existing frameworks like Consumer Duty continue to apply robustly. Leading organisations are proactively embedding responsible AI principles aligned with existing regulatory requirements.

As we move into 2026, these lessons will guide the next phase of contact centre evolution. The industry has learned to balance innovation with pragmatism, efficiency with experience, and automation with human expertise. The challenges ahead are significant, but 2025 proved the sector's ability to adapt thoughtfully rather than reactively – and that may be the most important trend of all.

Picture your most productive sales agent spending their morning hunched over a spreadsheet, manually dialling numbers one by one. Between busy signals, voicemails, and wrong numbers, they manage perhaps 20 actual conversations in an entire day.

Now imagine the same agent making 60+ meaningful customer connections in the same timeframe, with the system automatically handling the dialling, screening out answer machines, and connecting them only with live prospects ready to engage.

This transformation isn't wishful thinking—it's the reality for contact centres using intelligent dialler software. The difference between manual dialling and automated systems isn't just efficiency; it's the gap between struggling to meet targets and consistently exceeding them.

‍

The Hidden Costs of Manual Dialling

Outbound dialling—the process of calling customers, clients, or prospects for sales, debt collection, or customer support—remains essential across UK businesses. Yet many teams still rely on manual processes that waste time, frustrate agents, and limit results.

Manual dialling creates multiple inefficiencies:

Time Wastage: Agents spend more time managing spreadsheets and dialling numbers than actually speaking with customers.

Human Error: Misdials, wrong numbers, and data entry mistakes reduce productivity and create compliance risks.

Agent Frustration: Repetitive manual tasks drain motivation and job satisfaction, leading to higher turnover.

Limited Reach: With manual processes, even the most dedicated agents can only make a fraction of the contacts possible with automation.

Missed Opportunities: While agents handle administrative tasks, potential customers go uncontacted, leading to lost revenue and relationship-building chances.

‍

How Intelligent Dialler Software Changes Everything

Modern outbound dialling software transforms this dynamic entirely. Instead of manual number-by-number calling, sophisticated algorithms manage the entire dialling process, connecting agents only with live customers ready to engage.

Here's how the technology works:

Automated Call Placement: The system dials numbers automatically, eliminating manual input and reducing errors.

Intelligent Pacing: Advanced algorithms predict when agents will be available and adjust dialling rates accordingly.

Answer Machine Detection: Sophisticated technology identifies voicemails and answer machines, connecting agents only with live conversations.

CRM Integration: Seamless data access ensures agents have complete customer information instantly available.

Compliance Protection: Built-in controls ensure adherence to Ofcom and ICO regulations automatically.

‍

Three Dialling Modes for Different Campaign Needs

Not every outbound campaign requires the same approach. MaxContact's dialler software supports three distinct modes, each optimised for specific objectives:

Preview Dialling: Preparation Meets Efficiency

Preview mode provides agents with customer information before each call, allowing time to review details and personalise their approach. This method excels for complex conversations, regulated sectors, or B2B campaigns where preparation drives success.

Agents can review account history, previous interactions, and specific customer needs before the conversation begins, ensuring every call starts with relevant context and professional competence.

Progressive Dialling: Balanced Automation

Progressive dialling connects agents with customers as soon as they're available, without the preparation time of preview mode. This approach works excellently for existing customer campaigns, follow-up calls, or situations requiring immediate connection.

The system ensures agents are never overwhelmed while maintaining steady productivity through consistent call flow.

Predictive Dialling: Maximum Velocity

Predictive dialling represents the fastest method, using advanced algorithms to dial multiple numbers simultaneously and connecting agents with answered calls back-to-back. This mode maximises talk time and proves ideal for high-volume sales campaigns or large data sets.

The key to effective predictive dialling lies in sophisticated pacing controls that eliminate dropped calls while maintaining maximum productivity.

‍

The Compliance Imperative

Automated dialling brings tremendous efficiency gains, but compliance remains non-negotiable. Effective dialler software includes multiple protection mechanisms:

Zero Drop Call Capability: Advanced systems can be configured to never drop calls, preventing the compliance risks associated with connecting multiple customers to a single agent simultaneously.

Silent Call Protection: Built-in controls prevent silent calls that violate regulatory requirements.

Pacing Controls: Intelligent algorithms ensure dialling rates never exceed available agent capacity.

Comprehensive Logging: Automatic call recording and data capture provide complete audit trails for regulatory compliance.

‍

Industry Applications That Drive Results

Different sectors leverage dialler software for specific strategic advantages:

Sales Teams use automated dialling to reach more qualified leads, spending less time on call list management and more time closing deals. Advanced lead prioritisation ensures the most promising opportunities receive immediate attention.

Debt Collection Agencies benefit from segmented debtor data and prioritised high-value collections, freeing agents to focus on complex negotiation cases while automation handles routine payment reminders.

Customer Service Teams use proactive outreach to check on existing customers, gather feedback, and address issues before they escalate, building stronger relationships through consistent engagement.

BPOs and Outsourced Operations leverage dialler software to run efficient campaigns for multiple clients while maintaining flawless data security and zero dropped calls.

‍

The Measurable Impact of Automation

The transformation delivered by intelligent dialler software shows up clearly in performance metrics:

96% of customers report that MaxContact's dialler software is easy to use, reducing training time and improving adoption.

2-3x longer talk time compared to manual dialling, meaning agents spend significantly more time in actual customer conversations.

43% average increase in sales revenue through improved contact rates and conversation quality.

These results stem from agents focusing on what they do best—building relationships and solving customer problems—while technology handles the routine tasks of dialling, screening, and data management.

‍

Beyond Efficiency: Strategic Advantages

Modern dialler software delivers benefits that extend far beyond simple time-saving:

Blended Operations: Advanced systems seamlessly blend inbound and outbound calls, ensuring agents stay productive regardless of call volume fluctuations.

Intelligent Prioritisation: Sophisticated algorithms can automatically organise contact lists based on multiple data fields, ensuring the most valuable opportunities receive priority attention.

Real-Time Adaptability: Systems adjust dialling patterns based on current performance, campaign objectives, and agent availability.

Comprehensive Analytics: Detailed reporting provides insights that inform strategy, training, and resource allocation decisions.

‍

Making Every Call Count

The most successful outbound operations understand that technology isn't about replacing human expertise—it's about amplifying it. When dialler software eliminates manual tasks, reduces errors, and maximises customer contact opportunities, agents can focus entirely on the conversations that drive business results.

Mark Thomas, CEO of Compare My Insurance, captures this transformation: "Since using MaxContact, we've increased the contact we have with our customers, which has been massive. When you're sourcing leads, you want to make sure your contact ratio is as high as possible, so that's been a huge positive for us."

This improvement in contact ratios directly translates to business growth. When agents spend more time having meaningful conversations and less time managing administrative tasks, every campaign becomes more effective.

‍

The Strategic Choice

In today's competitive landscape, the question isn't whether to automate outbound dialling—it's how quickly you can implement intelligent systems that transform your team's productivity.

Contact centres using advanced dialler software don't just make more calls; they have better conversations, build stronger customer relationships, and achieve results that manual processes simply cannot match.

When your agents can focus on what they do best while technology handles the routine work of reaching customers efficiently and compliantly, every conversation becomes an opportunity to exceed expectations and drive business growth.

‍

Ready to transform your outbound operations from manual inefficiency to automated excellence? Discover how intelligent dialler software can boost your team's productivity, improve customer contact rates, and drive measurable business results across all your campaigns.

‍

Picture a sales floor at peak performance: dozens of agents in back-to-back conversations, no idle time between calls, no wasted minutes listening to voicemails or dialling busy signals. Every agent is engaged with a live prospect, every conversation has the potential to drive results, and the operation hums with the efficiency that high-volume campaigns demand.

This isn't an impossible dream—it's what predictive dialling delivers when implemented intelligently. By using advanced algorithms to dial multiple numbers simultaneously and connecting agents only when live customers answer, predictive systems transform high-volume operations from inefficient manual processes into productivity powerhouses.

But here's what many contact centres miss: the key to successful predictive dialling isn't just speed—it's intelligent speed that maintains compliance and maximises meaningful conversations.

‍

The High-Volume Challenge

Contact centres running large-scale outbound campaigns face a fundamental mathematics problem. With manual dialling, agents spend significant time on non-productive activities: dialling numbers, waiting for connections, listening to voicemails, encountering busy signals, and dealing with disconnected lines.

In high-volume operations, these inefficiencies compound dramatically. If agents spend even 30% of their time on non-conversation activities, that represents massive lost opportunity across dozens or hundreds of team members.

Meanwhile, warm leads grow cold, time-sensitive opportunities expire, and competitive advantage diminishes while agents waste time on administrative tasks rather than revenue-generating conversations.

‍

How Intelligent Predictive Dialling Works

Modern predictive dialling systems solve this challenge through sophisticated algorithmic management. The technology continuously analyses multiple data streams: agent availability, call answer rates, conversation durations, and campaign performance patterns.

Using this intelligence, the system dials multiple numbers simultaneously, predicting when agents will become available and ensuring live calls connect at exactly the right moment. The algorithm constantly adjusts its dialling rate based on real-time conditions, preventing the dropped calls that plague poorly managed predictive systems.

When someone answers, the system instantly connects them to an available agent. When calls go to voicemail, hit busy signals, or reach disconnected numbers, the system simply moves on to the next contacts without involving agents at all.

‍

Four Strategic Advantages of Intelligent Predictive Dialling

1. Maximised Talk Time, Minimised Waste

Predictive dialling transforms agent productivity by eliminating non-conversation activities. Agents connect directly with live customers, spending their time on meaningful interactions rather than manual dialling tasks.

This efficiency gain often leads to 2-3x increases in actual customer conversations per agent per day, directly translating to higher sales volumes, improved debt collection rates, and better campaign outcomes.

2. Compliance-First Intelligence

Modern predictive systems maintain full regulatory compliance through built-in protection mechanisms. Real-time dial rate adjustments prevent dropped calls even during peak activity, while pacing controls and silent call protection ensure Ofcom compliance throughout all operations.

The system's intelligence means compliance isn't a constraint on performance—it's built into the operational framework that enables maximum productivity.

3. Intelligent Filtering for Quality Interactions

Advanced Answer Machine Detection ensures agents connect only with live conversations. Voicemails, busy signals, and automated systems are filtered out automatically, reducing idle time and improving engagement rates.

This filtering creates a more satisfying work environment where agents spend their energy on productive interactions rather than dead-end connections.

4. Scalable Performance for Growing Operations

Predictive dialling systems thrive with larger datasets and bigger teams. The algorithm's predictions become more accurate as it has more agent activity to analyse, making the system increasingly effective as operations scale.

This scalability advantage means growing contact centres can maintain or even improve efficiency as they expand, rather than seeing performance dilute with increased volume.

‍

Ideal Applications for Predictive Dialling

Predictive systems excel in specific high-volume scenarios where speed and efficiency drive results:

Sales and Telemarketing Operations: Large prospect databases benefit from rapid contact rates that ensure leads are reached while interest remains high.

Debt Collection Campaigns: High-volume recovery operations need to maximise contact attempts while maintaining compliance with strict regulatory requirements.

Market Research: Polling and survey operations require large sample sizes processed efficiently to meet research deadlines and budgets.

Lead Generation: B2B operations working through extensive prospect lists need to identify interested parties quickly to qualify opportunities for sales teams.

Appointment Setting: Service businesses need to connect with many prospects to fill appointment calendars efficiently.

These applications share common characteristics: large contact databases, the need for rapid processing, and success metrics that reward volume alongside quality.

‍

The Technology Behind Peak Performance

Modern predictive dialling systems integrate advanced technologies to deliver intelligent automation:

Real-Time Analytics: Continuous performance monitoring enables instant adjustments to maintain optimal dialling rates throughout changing conditions.

Machine Learning Algorithms: Systems learn from historical patterns to improve prediction accuracy and adapt to specific campaign characteristics.

CRM Integration: Seamless data access ensures agents have complete customer information available instantly when calls connect.

Compliance Monitoring: Automated tracking ensures all regulatory requirements are met while maintaining maximum operational velocity.

‍

Strategic Business Impact

Predictive dialling delivers measurable benefits that transform high-volume operations:

Dramatic Productivity Increases: Agents handle significantly more meaningful conversations per day, directly improving campaign results and revenue generation.

Reduced Operational Costs: Higher efficiency per agent means better results with existing teams or the same results with smaller teams.

Improved Agent Satisfaction: Eliminating frustrating manual tasks and dead-end calls creates more engaging work environments.

Faster Campaign Completion: Large datasets get processed more quickly, enabling faster response to market opportunities and campaign objectives.

Better Competitive Positioning: Speed-to-market advantages in lead contact and customer engagement provide significant competitive benefits.

‍

Making the Strategic Choice

Predictive dialling represents the optimal choice for contact centres where volume and speed drive success. When processing large datasets efficiently matters more than extended preparation time, when regulatory compliance can be maintained through systematic controls, and when agent productivity directly impacts business results, predictive systems deliver transformative advantages.

The technology doesn't sacrifice quality for speed—it eliminates waste to maximise meaningful customer interactions.

‍

The Mathematics of Success

In high-volume outbound operations, small efficiency gains compound into massive advantages. When predictive dialling increases agent productivity by even 50%, that improvement multiplies across every team member, every campaign, and every business day.

The result isn't just incremental improvement—it's operational transformation that changes what's possible for contact centre performance.

Modern predictive dialling systems demonstrate that speed and compliance aren't competing priorities. Through intelligent algorithmic management, they deliver maximum velocity while maintaining regulatory adherence and agent satisfaction.

When every conversation counts, predictive dialling ensures maximum conversations happen with minimum waste, creating the foundation for exceptional high-volume campaign performance.

‍

Ready to transform your high-volume operations with intelligent predictive dialling? Discover how algorithmic automation can maximise your team's productivity while maintaining full compliance and delivering superior campaign results.

‍