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Automatic Dialer

Definition

What is an Automatic Dialer?

An automatic dialer or autodialer is software for outbound contact center solutions that lets agents instantly dial phone numbers from a lead database. Automatic dialers may either be programmed to play a pre-recorded message or connect a call to a live agent.

Autodialers can help a caller to reach an agent instead of a voice mail. It can also dial new numbers when the caller predicts that an agent will be present based on call analytics. Autodialers can determine if a person or machine answered the call, and they can either play a message or connect a call to an agent to handle it.

Importance of automatic dialer

An autodialer software makes it more effective to execute outbound campaigns. It helps call center companies to carry out constructive consumer interactions efficiently. Customers can also reliably anticipate when agents will become available and screen out unproductive calls.

Autodialers can maximize the efficiency of an agent, increase contact with customers, enable consistency and quality assurance, improve the efficiency of the contact center, and decrease the running costs.

Types of automatic dialers

Predictive Dialer. Predictive dialers are advanced outbound call processing and monitoring technologies that use predictive data to help determine how many numbers need to be dialed at any given time.

Preview Dialer. Preview dialers often encourage agents to review all prospects’ details so that they can plan for a discussion before a call. It is also the safest choice for critical calls, including sets, in-house sales calls, etc.

Progressive Dialer. Progressive Dialers help agents prevent dialing the client’s mobile number manually for outbound calls. 

Smart Predictive Dialer. The predictive dialer is an automated dialing system. It allows call center agents to increase their number of live connections.

Voice Broadcasting. A pre-created message is sent to voicemails or individuals based on addresses that are pre-set.

 

What is an Automatic Dialer
What is an Automatic Dialer
Outsourcing FAQ

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.

How does Business Process Outsourcing work?

When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions

 

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).

Location

Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Top BPO companies in the world's top outsourcing hubs

A wide range of BPO companies in different parts of the world provide utmost services to their Western and local clients. Many of them have even earned awards and recognitions by award-giving bodies due to their performance on both the roles they take and on their way of taking care of the employees.

Check out the top BPO companies in several outsourcing destinations below:

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

What is Automatic Number Identification (ANI)?

What is Automatic Number Identification (ANI)?

Automatic Number Identification (ANI) is a telecommunication service that helps the recipient of a phone call capture and shows the phone number of the phone that originated the call and is mostly used for billing purposes.

 In the past, call center staff will manually order a toll call from the calling party number. Automatic number identification was initially developed by AT&T Corporation for inner long-distance charging purposes. It eliminates the need for call centers to manually request a toll call from the caller. The platform is sometimes sending multi-frequency digital tones together with a call. 

Why is Automatic Number Identification important?

Emergency room dispatchers usually use automatic number identification to save the caller from disclosing the details. If possible, it is useful for trying to identify the caller. For example, the 9-1-1 service to the public safety point of a telephone company typically contains the ANI feature.

Call centers that connect to ANI services will use them for a positive effect on customer care. With the necessary infrastructure in place, call center companies may direct calls depending on the distance. The call area code is used to identify the possible location of the caller, and the call is diverted to the team of agents who assist that zone.

 

What is Support Channel?

What is a Support Channel?

A support channel is any medium of communication that an organization uses to interact and communicate with its customers. Choosing a customer support channel is a difficult decision. Businesses need to consider their services, their prospects, target audience, returning customers, brand, and so forth.

Types of support channels

The digital age gives businesses an unlimited number of options to choose from when it comes to customer support channels. Here are some of them:

E-mail Live chat Phone calls Facebook Twitter Message boards/Community forums Your own website and app On-page support widgets

 

What is First Response Time (FRT)?

What is First Response Time?

First response time (“FRT,” also referred to as “first reply time”) is the amount of time between the moment a customer submits a ticket/issue and the moment the customer service representative responds to the customer to provide an initial response. This metric is measured in business hours.

The shorter the first response time, the better. FRT is the acknowledgment to the customer that their concern is being looked into, and keeping it low lessens the possibility of the customer getting even more frustrated from waiting for a response.

About first response time

Your customer service team’s first response time sets your customers’ expectations on the quality of the customer service experience that you provide. An early response to a customer’s concern means that you’re attentive of what they need and willing to get it resolved as soon as possible. Longer response times may make the customer that they need to get your attention in a different way, and may cause them to post a negative review on social media for everyone to see.

 

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.