Both BPO and call centers are customer service-oriented operations, but there are some key differences between the two. A BPO is a company that provides outsourced business services, while a call center is a centralized location where customers can contact a company for customer service needs. Let’s take a closer look at the differences between BPOs and call centers.
What is BPO?
BPO, or business process outsourcing, is the practice of contracting out certain business functions to third-party service providers. BPO can encompass a wide range of services, from customer support and back-office accounting to more complex tasks such as product development and marketing. BPO is often seen as a cost-saving measure, as it allows businesses to focus on their core competencies while benefiting from the economies of scale and expertise of BPO providers. BPO providers also typically have access to cutting-edge technology and processes that businesses may not be able to afford on their own. BPO has become an increasingly popular option for businesses of all sizes in recent years, and its growth is expected to continue in the coming years.
What is Call Center?
Call centers are specialized customer service operations that use the telephone as their primary means of communication. Call center representatives act as a direct link between an organization and its customers, providing essential customer service and support. Call centers can be found in a variety of businesses, from small businesses to large international corporations. Call centers typically handle large volumes of calls, often using automated call distribution systems to route calls to the appropriate representative. Call center representatives are trained to handle a variety of customer service issues, and they typically have access to extensive knowledge bases and support systems. Call centers play a vital role in the customer service operations of many organizations, and they are an important part of the overall customer experience.
Difference between BPO and Call Center
BPO and Call centers are two different types of businesses that are often confused with one another. BPO stands for Business Process Outsourcing, while Call Center refers to a specific type of BPO that provides customer service via telephone. While both BPO and Call Center businesses provide customer service, there are some key differences between the two. BPO businesses can provide a wide range of services, including data entry, telemarketing, and technical support. Call Centers, on the other hand, are typically focused on providing customer service via telephone. As a result, Call Centers tend to have larger call center staffs and more sophisticated phone systems than BPO businesses. Additionally, Call Centers are typically open longer hours than BPO businesses, as they need to be available to answer customer calls at all hours of the day.
While there are some similarities between BPO and call centers, there are also some key differences. Understanding these will help you decide which option is best for your business.