BPO Call Centers

BPO is the process of outsourcing non-core business processes to third party vendors with the aim to focus on the core business tasks.

Outsourcing BPO contact center is outsourcing of inbound and outbound call center agents as well as customer service and communication consultants. BPO agents can work remotely or directly from the vendor’s office. They can take on cold calling, telemarketing and various tasks requiring a multilingual approach.

Types of BPO call centers

Inbound BPO contact center

71% of customers believe that a swift response from the customer service team greatly improves business’ reputation. 90% mark immediate response as ‘important’ or ‘very important’. The speed of responses is impossible without a properly-trained BPO call center team that can perform the following tasks:

Order processing

A BPO order processing team can take a load off of the logistics team by taking over customer communication. A call center business process outsourcing can help any organization streamline its customer-facing services and customer communication.

The service will be beneficial for:

• E-commerce businesses
• Delivery services
• Manufacturers

Customer and tech support

Customer and tech support are the direct responsibilities of BPO call center teams. Being true professionals of customer communication, a BPO team can ensure high customer satisfaction by delivering the best, most relevant information. This way, 78% of customers, who are likely to back out of the collaboration with a brand due to poor customer service, will stay on with the brand.

The service will be beneficial for:

• Software developers
• Device as a Service businesses
• E-commerce
• Cybersecurity
• Businesses operating in the financial segment.

Virtual receptionist

A trained virtual receptionist will become a perfect face of the brand. They can take calls, redirect them to the appropriate specialists, and provide the most basic information to the callers. Receptionists are expected of American BPO call centers, which means they have already become an industry standard.

The service will be beneficial for:

• Medical offices
• Sales and telesales teams
• Lawyers’ offices
• Mechanics and home services offices

Outbound BPO contact center services

87% of customers show a higher level of satisfaction when proactively contacted by brands. Reaching out to customers and clients is easier when a business has a dedicated team for the task.

An outbound BPO call center team can help in different fields.

Telemarketing

When it comes to cold calls, a telemarketing team might need up to 8 attempts to reach their target. That means the team has to spend a lot of time making numerous calls. BPO call center is a good way to ensure a telemarketing team spends as much time on calls as needed to get the results.

The service will be beneficial for:

• E-commerce
• Telecom companies
• Internet marketing companies

Client and customer outreach

Customer and client outreach is one of the best services for businesses that do not want to expand their operation to a 24/7 model. A BPO call center outreach team can call clients who left messages after hours.

The service will be beneficial for:

• Delivery services
• E-commerce
• Lawyer’s offices
• Insurance offices
• Mechanics

Market research

Researching market and competition is an important part of business research. In doing so, businesses can perfect their services, which would help them retain about 90% of customers who would stay on with a business providing top-notch customer service, but also attract new customers as 38% of customers will recommend a brand with a high customer service.

The service will be beneficial for:

• Any business looking for an additional competitive advantage

Two-way BPO call center companies

Perfect balance — a support team can proactively reach customers and the customers can call a support team whenever they need its services. While more expensive, this is the best option for businesses that want to satisfy next to 100% of their customers.

BPO meaning in call center: will automation win?

Around 32% of major companies have already implemented AI solutions into their customer communication. It helps them provide a more optimal BPO call center service and always have the best and most correct answers 100% of the time.

When it comes to BPO, automation is a good tool for assistance — something that we at SupportYourApp have found out and implemented into our processes a long time ago with the help of our one in-house built CRM system — QCRM.

QCRM’s ML and AI tool QUOSTON helps our teams swiftly sort through the customers’ messages due to its ability to distinguish the tone of communication. This allows our BPO call center teams to resolve the most urgent messages, or the messages from the most dissatisfied customers first, raising customer satisfaction level by our swift services.

Right now, AI can help out the support teams, but will it ever be able to replace human BPO call center consultants?

The answer is “No” for several reasons:

• 55% of customers still want to talk to a human support consultant
• No machine will be able to replicate human ability to demonstrate empathy and understanding
• Hiring a BPO call center is easier than setting up and teaching AI
• The best results are demonstrated by AI and human BPO call center agents working together

While AI is a perfect tool for customer communication optimization, its cooperation with humans is what yields the most results.