we run a small outbound sales team, about 12 agents. most of the day is spent dialing lists manually and a lot of time gets wasted on no-answers and busy signals. the managers keep pushing for higher connect rates but the agents are already burned out from constant redialing.

we recently started testing an auto dialer to cut down the dead time between calls. it’s helped a bit with volume but now the complaints are about the pace feeling too fast and some leads getting dropped mid-transfer.

how do you guys handle the balance between higher dial rates and agent burnout? and for teams that switched to predictive or power dialing, did talk time actually go up or did quality drop?