Explore fresh, expert perspectives on customer engagement and innovation

Budget 2025 - What Contact Centres Need to Know

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The 2025 UK Budget brings a series of labour-market, tax and business-rate shifts that directly affect contact centres - a sector powered by people and tight margins. Rising wage floors, frozen employer NIC thresholds, and new skills programmes will reshape workforce planning.

Meanwhile, changes to business rates and investment incentives could reduce cost pressures for some operators.

For contact centres, the challenge is clear: absorb higher employment costs while accelerating efficiency, automation and employee development.

MaxContact’s view? This Budget reinforces what we already know - the most resilient contact centres will be those that invest in workforce experience, smarter technology, and data-led decision-making.

What the Budget Means for Contact Centres

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If contact centres feel like they’re being asked to do more with less, Budget 2025 cements that reality. While many measures aim to ‘make work pay’, several place direct cost pressure on people-intensive industries - including ours. But with the right technology and operating model, these shifts can be turned into opportunities.

1. Wage Costs Are Rising - Again

From 1 April 2026, the National Living Wage (NLW) increases 4.1% to £12.71/hour (Budget clause - 4.22).

Minimum wage bands for younger workers rise even faster.

For contact centres - where large portions of the frontline workforce sit on or near the NLW - this is the single biggest cost impact.

What this means

• Expect a higher annual wage bill, particularly for large multi-site operations.
• Increased wage competition could make talent attraction harder.
• Inefficient processes will become more expensive every year.

What to do

• Use workforce optimisation and automation to reduce low-value tasks.
• Improve agent experience to protect retention (reducing recruitment cost spikes).
• Reforecast now - 2026 isn’t far away in budgeting terms.

2. Employer NIC Freeze = Higher Costs Hidden in Plain Sight

One detail in this year’s Budget that doesn’t make headlines - but really matters - is the freeze on the Employer National Insurance threshold until 2031 (Budget clause - 4.112)

 Here’s what that means in simple terms:

• The point at which employers start paying NIC for their staff will not increase for six years.
• But wages will increase - especially with the higher National Living Wage coming in 2026.
• So even though the NIC rate isn’t changing, employers will still pay more NIC each year as more of each salary is pushed above the frozen threshold.

For people-intensive sectors like contact centres, that’s a direct and unavoidable cost increase built into the system.

When labour costs rise automatically every year, efficiency becomes mission-critical.

Small improvements in forecasting, scheduling, and automation can deliver real financial impact at scale.

This is exactly where modern WFM, AI-assisted routing, and intelligent automation help organisations stay ahead of cost pressure.

3. Youth Guarantee Could Ease Recruitment Challenges

Government funding includes £1.5bn for skills and employment support, including paid six-month placements for 18–21-year-olds (Budget clause - 4.23–4.24 ).

Why it matters:

• Contact centres can tap into subsidised entry-level talent.
• It may become a strong pipeline for customer-facing roles with the right development pathways.

Build apprenticeship and early-careers programmes aligned to these schemes.

4. Business Rates Reset in 2026

Business rates multipliers drop in 2026-27 due to evaluation (Budget clause - 4.26 ). Transitional Relief and new multipliers offer further support.

For operators in office estates, this may bring modest cost relief - though location-specific impacts vary.

Review your estate profile. Many centres could achieve meaningful savings with the right appeals or optimisation.

5. Salary Sacrifice Tightening (from 2029)

NIC relief on pension-related salary sacrifice will be capped at £2,000 per year (Budget clause - 4.120).

For contact centres offering enhanced pension schemes, this could erode part of their employee-value proposition or increase employer costs.

6. Compliance and Employment Rights Focus Will Intensify

The Budget funds a new Fair Work Agency team targeting illegal working and employment-rights breaches from April 2026 (Budget clause - 4.103).

This signals tougher scrutiny on employment practices and contractor models common in outsourced service environments.

Ensure scheduling accuracy, break compliance and HR documentation are watertight - technology can remove risk here.

Key Takeaways

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1. Cost pressures will rise - but predictable pressures are manageable.

Wage floors and frozen NIC thresholds mean labour cost inflation is here to stay. Smart forecasting, WFM, and automation will be essential.

2. Talent pipelines are evolving - seize the opportunity.

Government-backed youth placements and skills funding offer a low-cost hiring route if built into recruitment strategies early.

3. Compliance is tightening - operational visibility matters.

Clear audit trails, documented processes and accurate time-tracking will pay dividends as enforcement grows.

4. Estate costs may fall - review your footprint.

Business rates changes could offer relief for some operators, but only with proactive assessment.

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The Challenge: Are Connect Rates Under Pressure?

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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?

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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.

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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

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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.

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Answer Machine to Call Screen Detection.

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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.

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What This Means for Your Connect Rates

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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

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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

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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.

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‍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.

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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

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

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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.

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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.

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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.

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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

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

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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.

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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.

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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.

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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.

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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.

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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.

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Request a Demo | Download OurBenchmark Report

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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

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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.

When you get it right, you build trust, loyalty, and efficiency. If you get it wrong, you risk frustrating customers, increasing churn, and even regulatory trouble.

Long waiting times and poor call handling don’t just test patience; they directly impact outcomes. Customers who are satisfied with wait times are 2.6x more likely to repurchase, and 3x more likely to recommend a brand (Qualtrics 2025).

So, if you’re a contact centre leader aiming to reduce customer churn and strengthen reputation, then optimising call handling operations is essential. Drawing on insight from our ,, here are the five most common mistakes that hurt customer experience and compliance and how to avoid them.

1. Long average handling times without a call resolution

55% of customers abandon calls because of long waits. It’s an all too familiar frustration, but it’s the way contact centres tackle it that makes all the difference.

The knee-jerk reaction is to push agents to “be faster,” but it often backfires. When speed becomes the only metric, compliance takes a back seat, important details are missed, and customers end up calling back because their issue wasn’t fully resolved the first time around. That adds more volume, along with more cost and frustration.

The more effective approach is to focus on resolving calls the first time. That involves giving agents the tools and context to handle conversations confidently and consistently:

• Skills-based call routing means customers reach the right person the first time. While routine queries go to newer agents, complex or sensitive issues are routed straight to specialists or agents with more experience.
• Call recording and reporting tools can uncover repeated bottlenecks and delays, helping managers coach more effectively.
• Agent assist features, such as call scripts and prompts help to keep conversations on track without rushing, reducing compliance risks.

By fixing the causes of long average handling time, such as poor routing, lack of context, or inefficient workflows, contact centres can cut waiting times and keep customers from hanging up.

For deeper strategies on reducing average handling time (AHT) while preserving that all-important customer experience, see our guide on How to Reduce Average Handle Time.

2. Poor call routing

Yes, being left on hold is frustrating, but being bounced between agents and departments is worse. In fact, 34% of customers abandon calls after being transferred multiple times.

Every unnecessary transfer forces customers to repeat themselves, delays resolution, and erodes trust in your service. It’s inefficient and leaves people questioning whether your business is competent at all.

Intelligent call routing solves this by matching enquiries to the right place first time:

• Skills-based routing directs complex or sensitive cases to the most experienced agents.
• IVR menus streamline routine queries and cut unnecessary transfers.
• CRM integration gives agents context immediately, so customers aren’t asked to repeat themselves.

With fewer transfers and faster resolutions, customers stay on the line and crucially, on your side.

3. Lack of agent training on compliance protocols

When customers call with complaints or sensitive issues, they want to feel heard and reassured they’re in safe hands.

But if an agent sounds unsure or handles a situation incorrectly, trust is lost. Our Voice of the Consumer Report shows this has real consequences: 35% of customers have abandoned a call because the agent couldn’t understand their situation.

So, what’s the solution? Invest in ongoing coaching and visibility:

• Drag-and-drop scripting tools guide agents through tricky or regulated conversations step by step.
• Speech analytics and sentiment analysis flag risks early and speed up QA reviews.
• Targeted coaching and live monitoring allow managers to step in before issues escalate.

Well-trained agents aren’t just more compliant. They’re more confident, faster, and deliver better CX.

4. Not capturing or acting on customer feedback

When service quality falls short of customer expectations, they rarely hold back: 66% leave reviews after a negative experience. One of the biggest mistakes many contact centres make is failing to capture or act on their feedback, thus missing opportunities to fix the most common issues that lead to customer complaints in the first place.

With the right technology in place, contact centres can take customer feedback (one of the richest sources of improvement) and turn it into action.

Here’s how:

• Speech analytics records 100% of calls, and with speech-to-text transcripts, managers can review real conversations. By spot-checking and searching for recurring issues, like complaints about wait times or poor transfers, managers can act on weaknesses in call-handling processes.
• CRM integrations can also be utilised to link feedback with customer history, highlighting any customer retention risks or gaps in agent onboarding.
• Post-call surveys and IVR feedback can capture immediate customer sentiment and reactions, feeding CX metrics such as CSAT and NPS.

When feedback loops are closed, customers feel heard, agents improve faster, and compliance risks are caught before they escalate. This is only possible with a well-defined, data-driven contact strategy guiding your approach.

5. Over-reliance on AI or automation

70% of customers prefer to speak to a human for complex situations, and 20% say AI doesn’t understand them. The takeaway from those statistics is that automation is powerful. But only if it supports rather than replaces live agents.

Used well, automation makes operations more efficient:

• IVR menus and AI agents handle simple, repetitive tasks like account checks or payment reminders instantly.
• Seamless escalation to live agents ensures sensitive or complex queries are handled with empathy and context.

This hybrid approach keeps costs and waiting times down, but also reassures customers that when they need to speak to a human, someone is available.

These five mistakes; long handling times, poor routing, inadequate training, ignoring feedback, and over-reliance on automation do more than just hurt customer experience. They also increase compliance risks due to inconsistent handling and breaching customer trust.

Used effectively, software and automation can support your people, not replace them. By combining the right tools and processes, contact centres can deliver a service that’s faster, more compliant, and more human, even under cost pressure.

See how MaxContact helps you meet customer expectations and improve compliance. Book a demo today.

Why Now?

The customer engagement and contact centre market has undergone a dramatic transformation in recent years. This shift has been fuelled by accelerated adoption of AI and digital technologies and external pressures from post-pandemic customer demands for seamless experiences, amidst broader economic volatility.

MaxContact has evolved alongside these changes. Our platform is more powerful, our expertise runs deeper, and we've sharpened our focus on helping customers manage complex interactions and harness insights that drive real results.

This rebrand captures our vision: transform customer contact into the fuel that powers forward-thinking companies. We're turning every conversation into an opportunity for measurable business outcomes - loyalty, retention, and revenue growth.

What We Stand For

MaxContact transforms customer conversations into measurable outcomes.

We're built by contact centre professionals who live and breathe this industry. We understand the day-to-day pressures of running revenue-critical operations because we've been there ourselves. Close collaboration with our customers has shaped MaxContact into what it is today - and that partnership approach drives everything we do.

Our AI-powered customer engagement platform amplifies your team's performance and intelligently automates key workflows and processes. Whether you're focused on acquisition, retention, or recovery, we help you maximise every customer interaction to deliver business outcomes that drive sustainable growth.

The Making of the Brand

For those interested in what shaped our new identity, here's a look at the strategic foundations that guide MaxContact.

Our Brand Essence: Maximise Every Moment

This simple phrase captures who we are at our core. Every customer interaction is an opportunity. Every conversation matters. We're here to help you make the most of them all.

Our Vision: Transform customer contact into the fuel that powers forward-thinking companies.

This is our long-term aspirational goal - what we're working to achieve and become. We believe contact centres are strategic assets, not cost centres. Our vision reflects our commitment to an outcome-based approach, providing customers with solutions that fuel business growth and prove essential to their success.

Our Mission: Combine intelligent technology, industry expertise, and proactive partnerships to make our vision a reality.

This is our clear statement of purpose - how we achieve our vision day-to-day. It's the combination of our powerful platform, our deep industry knowledge and our collaborative partnership approach with customers that makes the difference.

A Fresh Visual Identity

You'll notice our brand looks different too. We've leaned into MAX and owned our distinctive pink. The new design system features a stronger colour palette, cleaner typography, and a sharper focus on clarity and confidence.

It's professional but approachable - exactly how we want every conversation with our customers to feel.

What's Changing

Starting today, you'll see our new branding across our website and communication channels.

Our product interface will transition to the new branding later in 2025, ensuring a smooth experience for all users.

What's Not Changing

Everything you value about MaxContact remains. Our platform, features, functionality, and, most importantly, our commitment to your success stay constant. We're the same team and the same dedicated partner you've always known.

Looking Ahead

This rebrand represents our commitment to continuous evolution. As the customer engagement landscape changes, we're investing in staying ahead - in our technology, our expertise, and how we show up for you.

We're excited about this next chapter and grateful to have you as part of our journey.

Welcome to the new MaxContact.

Want to learn more about how MaxContact can help you maximise every customer moment? Get in touch with our team.

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In the world of outbound calling, contact centres face a constant tension between efficiency and quality. Push too hard for speed with aggressive predictive dialling, and you risk dropped calls, compliance issues, and frustrated customers. Stick with manual dialling, and your agents spend more time managing spreadsheets than having meaningful conversations.

But what if there was a smarter approach that delivered the efficiency of automation while maintaining the quality control of manual processes? What if you could ensure every customer who answers speaks to a ready, prepared agent without the compliance risks of dropped calls?

This balance is exactly what progressive dialling provides—a sophisticated middle ground that transforms outbound operations by combining automation's efficiency with quality's precision.

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The Challenge of Finding the Right Pace

Every contact centre manager knows the dilemma. Predictive dialling maximises speed by dialling multiple numbers simultaneously, but it creates risks when multiple customers answer at once, leading to dropped calls and compliance concerns. Manual dialling ensures quality control but wastes valuable agent time on administrative tasks.

Progressive dialling solves this challenge by introducing intelligent timing into the automation process. Instead of dialling multiple numbers or requiring manual input, the system places exactly one call each time an agent becomes available.

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How Progressive Dialling Works

The technology behind progressive dialling operates on a simple but powerful principle: perfect timing creates perfect outcomes.

When an agent finishes a call and marks themselves as available, the dialler automatically selects the next contact from the database and places the call immediately. This creates a steady, controlled flow of customer interactions without overwhelming agents or creating gaps in productivity.

The system ensures that every answered call connects to a ready agent, eliminating the dropped call risks associated with predictive dialling while maintaining the automation benefits that make manual dialling obsolete.

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Four Key Advantages of Progressive Dialling

1. Instant, Intelligent Automation

Once your contact data is uploaded and agents are available, progressive dialling creates seamless workflow automation. The system handles all the routine tasks of selecting contacts, dialling numbers, and connecting calls, allowing agents to focus entirely on customer conversations.

This automation eliminates the time waste and human errors associated with manual dialling while providing more control than aggressive predictive systems.

2. Perfect Agent Readiness

Unlike predictive dialling systems that sometimes connect customers to unavailable agents, progressive dialling ensures contacts are only called when an agent is completely free and

ready to engage. This readiness translates directly into better call quality and improved customer experiences.

Agents never feel rushed or overwhelmed because they control the pace through their availability status, leading to more thoughtful, effective customer interactions.

3. Enhanced Conversion Rates

With fewer abandoned calls and smoother pacing, agents can invest more time in meaningful conversations. This quality focus drives better outcomes—whether that's closing sales, resolving customer issues, or building stronger relationships.

The controlled pace allows agents to properly conclude each interaction, update records, and mentally prepare for the next conversation, resulting in consistently higher performance.

4. Improved Customer Experience

Customers appreciate speaking with agents who are fully present and prepared. Progressive dialling ensures every answered call connects to an agent who has complete attention to give, creating positive interactions that build trust and satisfaction.

The elimination of dropped calls and silent connections means customers never experience the frustration of unanswered calls or abrupt disconnections.

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Ideal Applications for Progressive Dialling

Progressive dialling excels in specific outbound scenarios where quality takes precedence over maximum speed:

Targeted Sales Campaigns: When dealing with higher-value products or services that require consultative selling approaches, the controlled pace of progressive dialling allows agents to deliver the personalised attention that drives conversions.

Customer Service Operations: After-sales teams benefit from the smoother call flow and built-in time between interactions to properly address customer needs without feeling rushed.

Account Management: Relationship-building calls require agents who can focus completely on each customer interaction, making progressive dialling's one-at-a-time approach ideal for maintaining and strengthening business relationships.

Focused Data Sets: Operations working with smaller, carefully curated contact lists where having an agent ready for every answered call is more valuable than maximum volume throughput.

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The Technology That Enables Excellence

Modern progressive dialling systems integrate seamlessly with existing business infrastructure:

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

Customisable Workflows: In-house developers can tailor dialling processes to match specific campaign goals and operational requirements.

Secure Infrastructure: Cloud-based hosting on platforms like Microsoft Azure provides the reliability, speed, and security needed for professional outbound operations.

Compliance Assurance: Built-in controls ensure adherence to all relevant regulations while maintaining operational efficiency.

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Strategic Advantages Beyond Efficiency

Progressive dialling delivers benefits that extend throughout contact centre operations:

Reduced Compliance Risk: By eliminating dropped calls and ensuring agent readiness, progressive systems minimise regulatory concerns while maintaining productivity.

Improved Agent Satisfaction: The controlled pace reduces stress and allows agents to perform at their best, leading to better job satisfaction and lower turnover.

Enhanced Training Environment: New agents benefit from the manageable pace that allows them to develop skills progressively without feeling overwhelmed.

Better Performance Metrics: Consistent agent readiness leads to more predictable results and easier performance measurement.

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Making the Right Choice for Your Operations

The decision between dialling modes should align with your campaign objectives and operational priorities. Progressive dialling represents the optimal choice when:

• Quality conversations drive better results than maximum call volume
• Compliance requirements demand careful attention to dropped call prevention
• Agent development and satisfaction are strategic priorities
• Customer experience quality directly impacts business outcomes

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The Balanced Approach to Outbound Success

In today's competitive landscape, success isn't just about making more calls—it's about making better calls. Progressive dialling enables this shift by ensuring every customer interaction receives the attention and professionalism it deserves.

When agents know they'll never be rushed, customers know they'll never be dropped, and managers know compliance risks are minimised, the entire operation becomes more effective and sustainable.

Progressive dialling doesn't just balance speed with quality—it demonstrates that the two aren't mutually exclusive. By intelligently timing automation to match agent availability, it creates the optimal conditions for both productivity and performance.

The result is an outbound operation that consistently delivers professional customer experiences while maintaining the efficiency needed for business success.

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Ready to find the perfect balance between automation and quality in your outbound operations? Discover how progressive dialling can improve your customer conversations while maintaining the efficiency your business needs.

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