What is the difference between CSR and BPO?

The Distinct Roles of CSR and BPO in Modern Business

What is the difference between CSR and BPO

Understanding CSR and BPO: Key Differences Explained

What is the difference between CSR and BPO? In Business today, Acronyms such as CSR and BPO frequently appear, representing distinctive concepts, which have vital roles in corporate strategy as well as operations. Although corporate Social Responsibility (CSR) and Business Process Outsourcing (BPO) may appear to be incompatible at first Understanding their distinctions is vital to comprehend how modern companies function and flourish.

Table of Contents

The difference between CSR and BPO

What is the difference between CSR and BPO?

What is the difference between CSR and BPO? CSR is a shorthand for Customer Service Representative, and BPO refers to Business Process Outsourcing. CSRs are people who work with customers to offer support and resolve problems. They could be employed in a call center in-store, online, or. CSRs usually have a thorough knowledge of the company’s products or services, along with the company’s customer service policies and procedures.

The term “BPO” refers to a BPO is a business that offers outsourced business services to other businesses. BPOs offer a wide variety of services, such as IT support, customer service accounting, and human resources.

The primary distinction in CSR as opposed to BPO is that the term CSR is a job title, whereas BPO is a specific type of business. CSRs are able to work for a business which provides BPO services, however they also have the option of working with a company that does not offer BPO services.

This table highlights the main distinctions in CSR as well as BPO:

Characteristic CSR BPO
A person who interacts with customers to provide support and resolve issues.
A company that provides outsourced business services to other companies.
Scope of work
Can include customer service, sales, technical support, and other customer-facing roles.
Can include a wide range of business services, such as customer service, IT support, accounting, and human resources.
Employment type
Can be employed by a company directly or through a BPO.
Only employs people to provide outsourced business services to other companies.

What does BPO mean?

The BPO contact center or call center is an offshore service which handles calls that are outgoing and inbound for other businesses. While outsourced agents aren’t working directly for the organization they work for, they offer exceptional customer support. BPO agents are trained to know the client’s catalog to be able to answer queries with the knowledge that your customers demand.

If you’re not able to employ a full support staff in-house or outsourced, the BPO call center may be an investment worth considering. BPO agents are capable of handling the following tasks:

If you’re not able to employ a full support staff in-house or outsourced, the BPO call center may be an investment worth considering. BPO agents are capable of handling the following tasks:

  • Inbound and outbound calls -BPO agents take customers’ calls and make outbound calls to boost the brand’s visibility. In addition to calls, they generate leads that can be followed by your own in-house team.
  • Market research – Agents talk to existing customers and prospective ones in order to collect information that can be used to improve their products and services. BPO agents find soft leads by using a perfect customer profile that is determined by the business that employed them.
  • Telemarketing – BPOs are often skilled first-line sales representatives and can forward hot leads to the sales team.
  • Help desk services – A lot of companies have BPO centers. BPO center to help with the most frequently asked questions of customers.
  • Technical support – A few BPO agents have extensive experience and are knowledgeable about a particular product. These agents typically handle more technical, specific customer queries.
  • Lead generation and sales – BPO agents can act as a sales team built into the BPO and save your company time and also boost revenues.

Although these tasks appear similar to those that agents in call centers are performing, take note that call center representatives are completely integrated into an organization, while BPO agents are totally outsourced. Remember this distinction as well as other differences we’ll talk about later on -to keep in mind when you think of ways to improve rep efficiency and productivity.

Is BPO the same as a call center?

As we’ve already mentioned previously, the terms BPO and call center aren’t the same thing. You outsource the call center functions by using BPO. Similar to that, BPO agents are trained in a variety of tasks, but they will only do tasks specifically assigned to them. Prior to boarding the BPO think about the functions that you can transfer for outsourcing to BPO agents. Other possible uses for BPO agents are:

  • Back office operations – BPO agents could have other administrative capabilities that you can use to allow your employees to focus on more strategic projects.
  • Invoice support – BPO agents who are part of your selling process can send invoices to customers who are new and make sure that sales are recorded correctly within your system.
  • Underwriting – For those who are a part of a lending institution, BPO agents can collect the required details needed to approve a loan in advance.
  • Infrastructure management – Occasionally BPOs oversee software or equipment updates, so that IT and office managers are able to concentrate on bigger-picture initiatives.
Is BPO the same as a call center

Key characteristics of BPO and call centers

Once you’ve mastered the distinctions of BPO as well as traditional call centers on an elementary level, let’s explore the specific characteristics of each. There are three kinds of BPO:

  • Onshore outsourcing – “Onshore” means that BPO agents are situated in the country in which your business is located.
  • Offshore outsourcing – “Offshore” means that BPO agents are in a different place that your company.
  • Nearshore outsourcing – Nearshore is quite similar to offshore outsourcing in that it involves working with a vendor from the country of a neighbor. For instance is an BPO vendor located in Mexico who cooperates with businesses located in the US.

There are also three major kinds that call center companies can offer:

  • Inbound call center – As the name implies Inbound call centers take calls inbound — mostly from potential or existing customers. Call center agents inbound talk to customers who need assistance, help, or even instructions.
  • Outbound call center – Outbound call center agents from outbound call centers call for your company. In most cases outbound call centers can be an affordable way to increase your company’s reach. Outbound call center representatives offer new customers to sell or increase sales to existing customers.
  • Virtual call center – Virtual call center employees aren’t tied to only one computer in the virtual center. The representatives in a virtual center can work remotely, and are able to take or make calls from any location.

It’s crucial to understand that it is important to note that a BPO call center may be either outbound or inbound or virtual. They could be located onshore, nearshore offshore, or nearshore. To benefit from the full potential of BPO it is essential to be aware of the kind of tasks you’d like them to accomplish for you. In other words, BPO may not make sense for your company.

What does CSR mean?

Customer service representatives interact directly with customers to offer assistance, solve problems, respond to questions and complete orders. If you like helping people and are able to help them, then a position as customer service representative might be the perfect fit for you.

What does a customer service representative do?

As a customer service rep Your primary responsibility is to assist customers. Customer service representatives are employed by the majority of businesses that deal with customers, such as banks, retail stores and insurance businesses. Their primary responsibilities could include greeting and interacting with customers face-to-face, via phone, or through email or chat. The specific duties you are required to perform will depend on the industry and company in which you work. However, they could include:

  • Responding to customer inquiries regarding the business, its products or the services
  • Resolving complaints from customers
  • Indirecting customers to the appropriate department or supervisor
  • Making payments or taking orders
  • Making adjustments to customers’ accounts
  • Handling exchanges and returns
  • Concerns about billing
  • Recording customer interactions
  • Offering products or services

Tips for getting a job as a customer service representative

If you’re interested in investigating your options as a customer support representative These suggestions can assist you in gaining the knowledge and experience require to be successful in your job.

1. Develop your workplace skills.

The skills you have at work are vital in being a competent agent for customer support. You’ll be often tasked with engaging with customers with a positive mindset and compassion to solve their issues. Keep calm and professional under pressure and you’ll be more at dealing with challenging or anxious customers. Other characteristics that are essential for representatives of customer service include a willingness to adapt, a keen eye for detail, as well as the ability to study and retain information quickly.

2. Build your computer skills.

Customer service representatives are likely to work for long hours at computers. They’ll probably require the ability to type and enter data and experience with software such as Microsoft Word and Excel.

Learn at a local vocational or community college or go at your own speed with the online courses.

3. Consider certification. 

It’s not required for all customer service positions, however it might be required for certain positions that require advanced certification. The achievement of a professional certification could be an additional way of proving your abilities to hiring managers and recruiters. Common certifications in customer service are:

  • Certified Customer Experience Professional (Customer Service Institute of America) 
  • HDI Customer Service Representative 
  • Certified Customer Service Professional (National Customer Service Association) 

4. Train for a particular industry. 

A lot of jobs offer on-the-job training for new hires which could involve working with the senior employees. Certain industries might require more extensive training. You might also be subject to certain rules based on the area you work in or the state that you are in. This is usually the case for the customer service and finance career paths.

5. Take a communication course.

Communication is usually a key element of work. It is possible to improve your writing and speaking skills through classes like Improve Your English Communication Skills provided through The Georgia Institute of Technology.

6. Gain some customer service experience.

Employers may want to verify that you’ve had experience working with others. You could consider gaining experience in other jobs that require working with people. It could be as a server, cashier or sales associate at an establishment. Being a volunteer in your community can give you great customer service experiences.

7. Learn a second language.

Being bilingual is helpful when dealing with clients who don’t have English as their primary language. A second language can make your application stand out from the rest. Mandarin and Spanish are among the most popular.

8. Finish your education.

A postsecondary education isn’t required for many customer service jobs. However, some employers might require you to possess high school diplomas, GED, or equivalent. Think about joining a club for volunteers or other activities that let you acquire experience in customer service.

9. Practice for your interview.

When you’re ready for an opening, ensure you’re ready for your interview by going over the types of possible questions you’ll be asked during an interview. This could include:

  • Tell us about a time you were able to solve an issue for someone else.
  • How do you deal with an angry customer?
  • What would you do if you were unable to answer the question of a customer?
  • Write about a time when you were required to stay in a calm and composed manner during a stressful situation.
  • Would you act if you were required to work with a person you weren’t a fan of?


Frequently Asked Questions

It’s not true, CSR does not mean the same thing as an actual call center. CSR is a shorthand for Customer Service Representative. Call centers are facilities in which CSRs are employed. Call centers manage a variety of interactions with customers, such as telephone calls, emails along with social media. CSRs are accountable in providing support to customers and solving customer problems.


The BPO CSR, also known as a Business Process Outsourcing Customer Service Representative, is someone who provides customer support to clients of a company who has contracted the customer services operations of its company to BPO companies. BPO company. BPO CSRs usually operate in call centers, however, they can also be found in other settings, including in corporate offices or online.

Request a Demo