You may feel like you are always trying to improve your customer service processes. Managers might find it difficult to find solutions that will deliver exceptional customer service.
They may have come across the term “business processing outsourcing,” also known as BPO, while conducting their research. Many people mistakenly assume that call centers and BPO are the same thing. Although they may look similar, there are distinct differences between them and the same strategy won’t work for each.
Is Call Center and BPO the same? It is crucial to understand the differences between them and identify which center is working in your company. We’ll discuss BPO, explain the differences between call centers and BPO, and also detail the attributes of each.
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BPO and call center are two different things. BPO allows you to outsource the call center functions. BPO can perform many functions such as loan underwriting and back-end admin. Call centers are primarily focused on customer support.
What is the Difference Between BPO and Call Centers?The difference between a BPO and a call center is in their operation area. While a call center specializes in telecommunications-related operations hired by another company or agency, BPO companies undertake a wide range of services not limited to communications.
A type of BPO is a call center. BPOs, on the contrary, are not considered call centers because they do more than make and receive calls or process communications for clients.
The location of the primary activities is another important distinction between call centers or BPO companies. While a business processing outsourcing company works behind-the scenes, whereas a call center focuses on customer service and interactions with customers or callers, a contact center focuses more on the interaction between agents and customers.
Below is a table that summarizes the main differences between Call centers and BPOs:
| Call Center | BPO (Business Process Outsourcing) | |
| A call center’s primary function is to keep existing clients satisfied while convincing future consumers through phone calls. | A BPO service’s major function is finance and accounting, sourcing and procurement, human resource outsourcing, etc. |
| Only the front office processes | Back-end processes and front-office processes. |
| Lower services than BPO | Higher Service than a call center |
| Basic computer knowledge and fluency in the required language | Advanced computer skills and high-skilled in the required language |
| Customer calls or makes sales calls | Different factors include finance, web development, software development, product development, email support, chat support, and many more. |
A BPO call center is an outsourcing service that handles outgoing and incoming calls for companies. Outsourced agents are not employees of the company they serve but they provide outstanding customer service. BPO agents receive extensive training in order to fully understand the client’s catalog and be able to answer customers’ questions with the level of detail they expect.
A BPO call center is a good option if you don’t have the resources to hire an entire support team.
BPO services may include the manufacturing of products, back office staff, or customer service support. A BPO company can outsource any type of work, regardless of its size, to meet the needs of their clients.
What is a Call Center?Many businesses have a call center as their heart of customer service. This is where customers can call for assistance and sales reps can call for information. Because traditional customer service models rely on phone support as the primary method of communication between customers and companies, it’s called a “call center”. Modern call centers are often called a “contact center”.
Many businesses have a call center as their heart of customer service. This is where customers can call for assistance and sales reps can call for information. Because traditional customer service models rely on phone support as the primary method of communication between customers and companies, it’s called a “call center”. Modern call centers are often called a “contact center”.
Call Center is focused on customer queries and is usually limited to phone work. BPO, on the other side, includes Call Center as part of its services and other outsourced back office tasks.
A BPO company can have a call center that handles customer issues. It typically involves telephone work. BPO, on the other hand, covers call centers and other back-office functions that are outsourced.
A BPO provider is recommended for business owners who need to outsource technical or professional skills. Call centers can be a more cost-effective option if you are looking for customer service solutions that will work.
There is one major difference between calling a BPO or a call centre. A BPO company requires you to have specific skills in order to meet the client’s needs, while a call-center only requires excellent communication skills and negotiation skills in order to address customers’ needs.
Yes, there is a distinction between a call center and a business process outsourcing company. BPO services are created and implemented to increase productivity and save money for businesses. In contrast, a call center service is designed to manage the business processes of another company which primarily handles telephone calls.
A BPO company’s call center is an area that addresses customer concerns. It typically involves only phone labor. BPO covers Call Center and other back-office functions.
BPO stands for Business Process Outsourcing. The third-party service provider takes on any tasks or operations that a company can’t or won’t do in-house. BPOs are often used to provide call center services. Agents represent many companies in different industries.
Call centers are a type of BPO. For example, a manufacturer might outsource customer support to a call center. Business process outsourcing doesn’t only apply to customer service and call centers. The same manufacturer BPO would use it to outsource accounting, payroll, and other administrative tasks.
BPO is often referred to as information technology-enabled services (ITES) because it relies on technology/infrastructure that enables external companies to efficiently perform their roles.
