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What is a Call Center or BPO?

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BPO Call Center And What Does It Do?

BPOs today aren’t like traditional call centers, where executives are constantly switching between calls. Modern call centers are revolutionizing the way they work to increase employee satisfaction and retain customers for their partnering firms.

BPO refers to a company or call center that can outgrow your existing in-house solutions and take on some or all of your outbound or inbound calls. Outsourcing can help you streamline your business’ internal operations and make it more efficient. This can improve customer service and free up resources. You should also be familiar with CRM systems. They can be used to build a relationship and network with clients or customers. BPO is a major undertaking that often provides outsourcing solutions.

What is a Call Center or BPO? It can be valuable to learn more about BPOs and what they can do for your company. We will discuss the benefits and drawbacks of a BPO phone center, as well as how they work.

Table of Contents

  • BPO call center and what does it do?
  • What is a Call Center or BPO
  • What is BPO company in simple words?
  • How does a BPO Call Center work?
  • What does a BPO call center do?
  • Pros and Cons of a BPO call center
  • How to select the right BPO call center company
  • FAQ’s

What is Call Center or BPO?

A call center is a central department that receives and handles calls from potential and current customers. Call centers can be located within an organization, or they can be outsourced to another company who specializes in handling calls.

BPO, or Business Process Outsourcing, is the process of outsourcing non-core business functions to a third party service provider. Many companies outsource certain business functions to specialized agencies because they are more capable of performing them.

BPO call centers are outsourced agents that handle customer calls and incoming calls for other companies. BPO agents are often highly skilled in customer service and have sufficient information about the client organization to answer many potential questions.

What is BPO Company in Simple Words?

BPO = Business Process Outsourcing. BPO stands for Business Process Outsourcing. It is simply the act of hiring another company for a task that your business requires. You are using a third-party to manage non-primary business activities on your behalf.

How does a BPO Call Center Work?

BPO call centers are often integrated into the customer service strategy of client companies. The following are the steps an organization can take to integrate a BPO center into its operations:

When an organization is looking to outsource certain operations, the first thing it does is identify what needs outsourcing. The best way to outsource a particular operation is to find a BPO that specializes in it. You might consider working with a BPO that offers multiple services if you need them all.

After defining what the organization needs from a BPO provider, representatives can begin to search for one. Two other important criteria include their specialization.

  1. Although local BPO providers can be more expensive than those from abroad, they are usually cheaper and easier to coordinate with.
  2. Cost: Although the cost of working with a BPO contact center is typically lower than the creation of an in-house department. However, it is sufficient to provide high-quality services.

Monitoring the results of BPO call centers is the best way to ensure quality services. The organization will receive regular information about the tasks the outsourced agents are working on and their productivity rates. This data can be used by the management team to improve the quality and efficiency of collaboration.

What does a BPO call center do?

Inbound call centers allow staff to respond to customers’ calls and messages immediately. These are just a few of the tasks that a BPO call center can handle.

Inbound BPO Call Center Services

BPO call centers can handle either outbound or inbound services. The first refers to answering customer messages and calls, and the second refers to actively reaching out and contacting potential and existing customers. The following are some of the most important inbound services offered by BPO call centers:

Answering support questions

Companies that sell complex products or services are likely to require an inbound call center to help customers understand their functions and benefits. While large organizations have internal departments dedicated to responding to customer inquiries, smaller ones usually outsource this process to BPO call centers due to budget limitations.

Providing dispatch services

Some companies regularly receive calls from customers who request a specific service, with a common example being taxi companies that pair clients with available taxi cabs. Some of the organizations that provide such services prefer to avoid hiring full-time employees to handle their dispatch services and outsource them to a BPO call center instead.

Processing orders by phone

Organizations that offer their customers the option of ordering via phone require a team of professionals to answer the calls and go through the entire purchasing process, including introducing customer information into the company database, taking payment information and sending out the order to the department responsible for shipping it. BPO call centers can handle this entire process, eliminating the need for creating a new department and providing the flexibility that some businesses require during high-volume times of the year, like the holidays.

Some of the main outbound services that BPO call centers provide are:

Outbound BPO Call Center Services

Outbound agents answer the phones, while an inbound agent answers the phone. Because they are tedious and time-consuming, outbound call center services often get outsourced. A business could call thousands of people to get enough responses for a market research survey.

Partnering with a BPO Call Center allows you to delegate these tasks to their agents so your team can concentrate on improving customer relationships and your products.

Handle telemarketing operations

Telemarketing is the process of directly marketing an organization’s products or services via telephone or the internet. It can be an effective way of generating new business, and some organizations prefer to outsource telemarketing operations to BPO call centers.

Doing telesales

Telesales is the process of selling goods and services over the phone by contacting qualified potential customers and attempting to persuade them to make a purchase. Companies that don’t have the capacity to hire and train a capable telesales team typically use a BPO call center to handle their telesales.

Performing market research

Some organizations attempt to learn more about how existing and potential customers see their products and services by contacting them over the phone and conducting surveys. Given the fact that market research calls usually only require the caller to ask pre-written questions, outsourcing the process to a BPO call center is usually a straightforward process, as the callers require less training than for other similar services.

Pros and cons of a BPO call center

One of the biggest benefits of working with a BPO phone center is:

  • It lowers customer service costs. BPO call centers are often used by companies because they cost significantly less to create and maintain a functional customer support department.
  • This allows the company to provide 24/7 support. It is possible to find BPO services anywhere in the world and across multiple time zones. This makes it easier for companies to provide 24/7 support.
  • This eliminates the need to train and hire new employees. Call centers often have high turnover rates and new employees need to be trained on the products and services of their clients. Outsourcing customer service helps reduce the burden on a company’s human resource department.
  • You can provide 24/7 support. It allows you to provide 24/7 support and can be accessed at all hours of the day.

Many BPO companies have multiple locations around the globe in different time zones. This means that customers can contact customer support from anywhere in the world, regardless of where they may be.

  • This helps to reduce the burden on staffing. Although employees are the heart of any company, it can be costly and time-consuming to recruit, train, and staff workers. This problem can be solved by outsourcing your call center. We will handle all your staffing needs.
  • This could make your contact center more efficient. Many calls are handled by call center agents, and they can handle everything from the most pleasant to the most frightening. You have probably heard horror stories.

There are some potential downsides to working with a BPO-based call center:

  • This could cause communication problems with customers. Some agents working with BPO call centers from other countries may have communication and language issues. This risk can be reduced by carefully analyzing BPO call centers before you partner with them.
  • BPO agents might not be able to provide enough information about the company or its products. BPO agents might not have the product and company knowledge they need to help customers, unlike in-house call centers, which have employees who interact directly with other departments of the company. Help them keep up-to-date by providing product information and learning materials whenever necessary.
  • There may be security risks. Client companies may have to share sensitive information with BPO call centers, such as customer names or contact details. This puts them at risk of data breaches. This can be controlled by limiting the information that you share with the BPO contact center and ensuring that the BPO provider is familiar with security protocols and certifications to protect your data.
  • It is possible that you will need more training. Although using a BPO service to call you will free up some of your work, there are still some tasks that need to be done. Training is one of those. This can be a problem.

BPO call centers will take care of all your calls, but they also need to be familiar with your customer service strategy and support services. They may need to be trained in specific business topics to better serve your customers.

It can be costly to provide and manage training materials. This is something you should consider.

How to select the right BPO Call Center company

Quality is important. Customers expect high-quality customer service, and you must be able deliver. It is important to ensure that the quality and customer service standards of any BPO call center company are in line with yours.

Review your potential call center partner and look at case studies or white papers from customers to find out what kind of results they have achieved for other companies (especially those in your industry or sector).


Global Response offers 40+ years of multi-industry expertise and a call center that is as unique as your company. Global Response’s experts have decades of combined experience in helping companies of all sizes, including those in automotive, finance, and healthcare, improve customer satisfaction and experience.

It may sound obvious, but too many companies choose a call center before they have fully thought about their current pain points. BPO call centers may provide many services and capabilities, but are they what you really need? Consider your current needs in customer service, marketing and lead generation. Which problem do you require your call center solve?

If in doubt, choose a customer-focused contact center with omnichannel support and top-of-the-line technology such as Global Response. Your BPO contact center should also be familiar with customer privacy compliance and offer flexibility and scalability so that they can grow with you and adapt as your business needs change.

Outsourcing your call center can provide you with the opportunity to improve customer communication and internal processes.

You should ensure that the call center company you choose to outsource can provide the technology needed to improve processes and meet your key metrics. It’s also important to make sure that the tech stack they use can be integrated with your existing capabilities and tools.

You might be interested in the following technological solutions for a BPO call center:

  • IVR (interactive voice response)
  • Automated outbound dialers
  • omnichannel contact management
  • Cloud-based Omnichannel Contact Solutions
  • Advanced data security
  • Robotic process automation
  • WFM (workforce management tools)
  • social media management platforms
  • CRM software
  • Cloud computing services

Every business may not need all the technology. These may not be necessary for your business, and you may also need other technologies not listed.

Global Response is a customer-focused BPO call center that integrates to many platforms and systems. Global Response offers everything you need to improve your customer experience, from cloud-based omnichannel call management to advanced data security tools and WFM tools.

Advanced technology and customer data management are most beneficial when you have access to the learnings.

Prior to choosing a BPO contact center, ensure you are familiar with the data, reporting, and analytics they provide. This will help you optimize your growth and processes. Find out what metrics and KPIs the call center tracks to determine which metrics are most important for your business goals and objectives.

Also, check to see if your call center offers configurable dashboards and reports. It is important that your call center can track, analyze, and then implement the most important metrics for your goals.


BPO call centers offer the benefits of flexibility, scalability and agility with the assurance that they are cost-effective and efficient. The BPO industry is growing rapidly and is expected to continue expanding at an even faster pace. A BPO call center can help if your business does not have the resources to handle all of your outbound and inbound calls.


A call center can be described as an office environment that handles a lot of calls. It is a central location where call center agents can handle outgoing and incoming phone calls from potential customers. The call center workers perform many operations, including:

  1. Customer care and technical support
  2. Answering customer queries
  3. Telemarketing
  4. Market research

There are many types of contact centers. There are many types of contact centers. Some focus on market research and others act as answering service. Others specialize in a particular industry like healthcare or telemarketing.

  • Contact Centers for Outsourced and In-House Use
  • Call Centers for Inbound and Outbound calls
  • Call Centers for Reactive and Proactive Services

BPO stands for business process outsourcing. This refers to companies that outsource business processes (external) to third-party companies. The main goal of outsourcing is to reduce costs and free up time so that the business can focus on its core competencies. There are two types of BPO: front-office or back-office.

BPO (business process outsourcing) is when an organization (often called an “outsourcer”) contracts to outsource some of its back-office or front office functions to other companies. A company might contract with a BPO provider to outsource its accounting functions. BPO companies are experts in the business processes they support. Other organizations often outsource to them to gain this expertise and offload core business functions.

The area they operate in is a key distinction between a BPO and a Call Center. BPO vendors are able to handle many other functions such as loan underwriting and back-end admin. Call centers focus exclusively on customer support.

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