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Automatic Dialer


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 What is business process outsourcing?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the delegation of business processes to an external service provider to a nearby or farther location. BPO uses various technology-enabled services to optimize the delivery of services.

Some of the usual outsourced business functions are the following.

Payroll Accounting Human resources Customer service Sales Marketing

In the case of content providers, these could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business processes use their time on core services and competencies.

With this shift in focus, companies improve their current processes which 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. Outsourcing services can also help them save costs and resources in hiring suitable employees.

How does Business Process Outsourcing work?

Business process outsourcing happens when a business taps a third-party service provider to operate some of its internal processes. 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

Companies can enjoy savings of up to 70% by leveraging the salaries and costs in countries such as the Philippines and India.

Global market

Businesses get to access a bigger pool of talent that can fit their requirements. They can have better options in hiring employees since they are not limited to what is available in their home countries.

Global presence

At the same time, business process outsourcing opens clients to global trade opportunities. They can establish their global presence and expand more easily to other locations since they already have operations in the area.

Flexible workforce

BPO reduces internal local compliance obligations including providing additional office spaces to employees. Instead, organizations can hold their business operations on a remote setup, most usually having their teams in an office provided by the BPO firm.

Leverage skill

Companies cannot always do everything on their own. BPO enables them to leverage the skills of other specialist companies on more complex tasks such as accounting and IT.


Lastly, BPO enables organizations to focus on their core business functions. This is since most of their non-core business operations are done with the help of a reliable service provider.

Business process outsourcing examples

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

BPO can be seen in different forms and contexts, from hiring single staff to getting an offshore team. Some examples of BPO 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 them full time and 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 generalists, in that they offer a full range of professional services.

Meanwhile, some specialise in certain verticals such as the following.

Legal process outsourcing

Legal process outsourcing deals more with delegating legal processes and compliances to legal firms in another area.

Knowledge process outsourcing

Meanwhile, knowledge process outsourcing enables companies to outsource knowledge-related work including research and development, innovation, and creatives.


Business process outsourcing typically operates from 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

Outsourced finance and accounting services help businesses manage their books, monitor cash flow, and keep up with corporate income tax compliances without fuss.


Healthcare outsourcing, meanwhile, organizes various back- and front-end functions done for the healthcare and insurance industries.

Creative and content

Creative services outsourcing covers everything from post-production of Hollywood movies to newspaper and website content.

Tech, IT and development

IT outsourcing involves delegating network management, web and app development, and cybersecurity protection to IT firms in different countries.

Sales & customer support

Some BPO providers specialize in sales and customer support for pre- and post-sales transactions. This helps companies meet the expectations and demands of their customers, keeping them satisfied even after their purchase.


BPOs and marketing firms can help in ongoing marketing, communication and branding activities for their clients. This helps them attract more suitable leads in a cost-efficient way.

Talent and HR

Businesses can delegate HR, recruitment and compliance to professional employer organizations to maximize recruitment and workforce management.


Generalist BPOs help organizations accomplish general business administration and operational activities. This includes data entry, appointment setting, and other related functions.

Supply chain management

Lastly, e-commerce stores benefit from outsourcing supply chain management to manage warehouse and delivery processes.

Top BPO companies in the world’s top outsourcing hubs

A wide range of business process outsourcing companies in different parts of the world provide utmost services to their Western and local clients. Many of them even earned recognition by award-giving bodies due to their performance in both their roles and their level of care for 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

With the rise of new offshore outsourcing locations, companies can have better options in terms of location and services they can delegate. However, finding a suitable BPO company can be a daunting task to be done on their own.

Good thing advisory services such as Outsource Accelerator is there to help them.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500+ BPOs from different locations.

Outsource Accelerator's offerings make it easier for clients to learn about, and engage with, business process outsourcing companies worldwide.

Want to learn more about outsourcing? Check out the Inside Outsourcing book as well as the Inside Outsourcing book review today!

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 agents would manually order a toll call from the calling party. Automatic number identification was initially developed by AT&T Corporation for internal long-distance billing 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?

Utilizing ANI data is crucial for contact centers in terms of improving customer experience. Specifically, it provides the following benefits.

Protecting customer information

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.

Getting more localized support

The call area code is used to identify the possible location of the caller. From there, the call is diverted to the team of agents who assist that zone.

This benefits the customers better since they get localized support without the hassle of internal long-distance billing.

Increasing callbacks

Customers can save money from the hassles of toll calls and long-distance dialing. At the same time, organizations can increase their callbacks from patrons, especially when they have an overseas market.

Decreasing errors

Since the customer's caller ID is accurately identified, agents can avoid errors in caller id blocking and misrouted callbacks.

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.



Both the ANI and domain number information service (DNIS) are used to identify phone calls and learn about their connection. Though most people get confused with the two, DNIS and ANI both have different purposes.

DNIS identifies a phone number originally dialed by the caller. It helps businesses determine what number or extension their callers used to reach out to them, especially if they use multiple phone numbers and toll-free numbers for inbound calls.

ANI, meanwhile, shows the caller ID of the customer that originated the call. Telephone operators can easily match the caller ID to their customer database to identify if they are new or existing customers.

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 world-leading 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 3,000+ 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.