Manual Dial Pacing Overview

Manual Dial Pacing helps your callers connect quickly without creating long waits or unnecessary dropped calls. ThruTalk monitors each active campaign and adjusts dialing speed in real time so pacing stays “just right” for your list and caller count. This guide explains what pacing is, how the throttle and drop rate work together, what wait times to expect, and when to reach out for help.


TABLE OF CONTENTS


Key Terms

  • Throttle: The number of calls ThruTalk attempts when a caller becomes available. Increasing the throttle speeds dialing; decreasing it slows dialing.
  • Drop / Dropped Call: A contact answers but no caller is available to take the call, so the system must hang up.
  • Drop Rate: The share of recent answered calls that could not be connected to a caller. ThruTalk works to keep this low while also keeping wait times low.


How Manual Dial Pacing Works

During live calling, ThruTalk staff continuously watch your campaign’s performance and adjust the throttle up or down. If wait times trend high, the system increases the throttle; if drops trend high, it lowers the throttle.


Throttle math examples:

  • 2 callers x 3 throttle = 6 concurrent dials
  • 4 callers x 6 throttle = 24 concurrent dials

How throttle relates to drops:

  • If 24 dials are happening and 4 callers are available to pick them up, then any more than 4 dials that pick up will be dropped calls. 
  • If 8 dials out of 24 pick up, and only 4 callers are free, 4 connect and 4 drop → 50% recent drop rate.


Expected Average Wait Times

Typical wait times vary with your live caller count:

  • 1-2 Callers: 1:30 m - 4:00 m
  • 3-5 Callers: 1:00 m - 1:30 m
  • 5-10 Callers: 0:45 m - 1:00 m
  • 11-20 Callers: 0:30 m - 0:45 m
  • 20+ Callers: less than 0:30 m

When possible, ThruTalk staff aims to keep both wait times and drop rates low. 


Why Pacing Varies

Every campaign is different. Pacing responds to factors like list quality, number of callers, time of day/week/year, campaign type (for example, PatchThru calls tend to keep callers on the line longer), and local pickup conditions. Automated single-speed systems can’t account for these variables; manual pacing can and does adjust speed and scale continuously to meet conditions.


Best Practices

  • Staff appropriately: More simultaneous callers generally produces shorter average waits (see ranges above).
  • Watch list and timing: Lower-quality lists or off-peak hours may need a lower throttle to control drops; high-quality lists at peak hours can support higher throttles.
  • Review calling sessions: Use the Caller Activity Details report to calculate Dials per Hour per Caller. For details, review our guide, Caller Activity Details Report. 


Getting Help

If you have questions about your current pacing or want guidance on caller staffing, contact GetThru Support in chat during Support hours or email support@getthru.io. We can review performance and discuss potential throttle adjustments with you. Review our guide ThruTalk Managed Calling Hours for details on when ThruTalk staff is available for Dial Pacing.