Make Smarter Decisions by Understanding The Difference Between a Call Centre And a BPO Organization


Although Business Process Outsourcing (BPO) and call center services are inter-related, they do not mean the same. While a BPO organization manages a process of another organization, a call center service specifically manages the calling operations of another organization. Thus, a call center is essentially a BPO organization that specializes in a niche service. Whereas, a BPO organization includes an extensive range of services.


Let us take a look at some significant points of differences between them both:

  1. The Kind of Business Functions Handled- While a Business Process Outsourcing (BPO) service handles different business functions such as bookkeeping, accounting, HR, customer management, etc, a call center service deals with only one function which is telecalling or customer support.
  2. The Kind of Divisional Processes Handled- While a BPO service handles both back-end as well as front-end business processes (although not ever BPO will provide both), a call center service handles only the front office calling processes.
  3. The Major Aim- While a BPO may or may not interact with customers, a call center service handles direct customer interaction and customer relationship management. The main aim of a Business Process Outsourcing (BPO) service provider is to handle core and noncore business processes and streamline those processes
  4. How Each Model Helps Businesses- While a BPO service helps businesses to focus better on their core functions and new initiatives to sustain the competition, a professional call center service helps business keep their customers happy and retain them by specifically managing this entire customer support function.

When Do You Need a BPO Organization?

When running a business, you may come at a point in time when you choose to turn over some of your business processes, especially non-core functions, to an offshore BPO service provider instead of managing them in-house. This might be for a number of reasons, such as reducing costs, focusing better on your core-functions, improving productivity, streamlining your processes, and reassigning resources, among others. These are some of the most common reasons for businesses to choose business process outsourcing.

When Do You Need a Call Center Service?

If you’re running your call center operations in-house, you might have come across situations where the call traffic volume becomes so overwhelming that managing both inbound and outbound calling campaigns becomes a challenge and productivity is hampered. A professional call center service can become a savior for your business in such a situation by helping you improve the efficiency of your calling operations through the integration of several business tools and utilities.

Conclusion

This blog outlines the 4 major points of differences between a BPO and a cell center service that will help you make better outsourcing decisions for your business. If you want to retain your customers better and have them experience a high quality support, a call center service is what you’re looking for. Whereas, if you simply want to smooth things up and have more streamlined processes in place, a Business Process Outsourcing (BPO) service is your perfect fit.

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