The terms BPO or Business Process Outssourcing and Call Center services are often interchangeably used. Many people assume it is the same thing. But it is an anomaly because they refer to different things even though they are correlated. With their fair share of similarities, there are some significant differences. A BPO is more extensive in its operations whereas, a call center can be considered a sub-set of the same.
The terms BPO or Business Process Outssourcing and Call Center services are often interchangeably used. Many people assume it is the same thing. But it is an anomaly because they refer to different things even though they are correlated. With their fair share of similarities, there are some significant differences. A BPO is more extensive in its operations whereas, a call center can be considered a sub-set of the same.
Here, we enlist some of the vital differences between Business Process Outsourcing and an Outsourced Call Center Services for added clarity.
Starting by the basic definition, BPO is usually an offshore center that runs the business processes of another company or organization. It offers a wide range of services under its umbrella and includes product manufacture, customer services and back-end office staffing solutions. A BPO provides its services to industries like Marketing, Finance, Accounts, Information Technology, Human Resources, Data Entry, Data Management, etc. They maintain front-end and back-end tasks for businesses and include several branches within their working operations. They offer knowledge-based services to organizations. On the contrary, an Outsourced Call Center is an off-shoot of the BPO, whose central focus is to offer customer care with inbound and outbound call center services. They are experts in managing front-office operations that specifically involve customer services. They are primarily concerned with resolving queries and customer requests through platforms like phone, email, chat, SMS and social media. They help with the billings, lead generations, email customer support, technical support, appointment settings, surveys, etc. Outbound calls help to convince customers about buying the services from the company.
Another prime difference between the two is that an Outsourced Call Center involves workforce skilled in customer care. Call centers hire people proficient in communication, advanced interpersonal skills, are competent in active listening, are empathic, have expertise in foreign languages, and have a working knowledge of computers. Call centers have the added advantage of providing on-site training, practical training modules, expert trainers for easy onboarding before going live on the floor. Agents undergo product training as well. They also make agents undergo timely upskill trainings and workshops. Whereas BPOs hire people with higher qualifications, having a specialized degree in the field, specific skill set based on the work, advanced computer knowledge along with excellent communication skills. BPOs have the prerequisite need for an educationally advanced workforce. Even though they do provide some form of training but, that depends on the kind of skills required for a particular outsourced work.
Though BPO and Outsourced Call Center Services sound similar, the difference between the two is distinct. A BPO is an extension of the client’s business and, they need a skilled workforce in alignment with their business needs. Agents in a BPO work for them, have a working knowledge of the company and are involved in critical company projects. They also actively participate in the decision-making process of the company and contribute toward its success. Website Developers, Social Media Managers, Account Managers, Lead Generators, Virtual Asistant, etc., are some of the workforce associated with BPOs. Agents working in an Outsourced Call Center Services, though proficient in communication skills, do not have any say in the functioning and development of the company they work for. They only handle the customer care operations where they have to engage with customers, resolve their complaints and provide assistance to customers with their queries and doubts.
Now that you know the differences between Business Process Outsourcing and Outsourced Call Center, you can understand their distinct working operations. A call center is a subset of BPO. A BPO manages back-end tasks and front-end tasks and, a call center caters to customer care solutions.
Understanding the differences will help you make the right decision for your business and its requirements. So choose the best BPO or Call Center Services and see how they advance your business with each passing day.