What is the difference between BPO and a call center?

A BPO center can handle any type of customer service and implements any means of customer support, while a call center only implements phone customer communication.

What is the meaning of BPO in a call center?

A BPO call center is an outsourced call center team that handles in- and outbound customer calls.

How to start a BPO virtual call center?

A process of starting a BPO call center is essentially a process of looking for a perfect Support as a Service provider able to handle the entire scope of customer communication.

How many calls can a BPO call center handle?

A properly trained BPO call center can handle all customer communication.

How much does BPO contact center outsourcing cost?

The cost depends on the number of people on the team, the number of languages spoken, and the hours covered by the team. Learn more about SupportYourApp pricing here.

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February 20, 2023 by SupportYourApp

Outsourcing BPO Call Center Services: Support Your Business with a Reliable Vendor

Table of Contents

What is a BPO call center?

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.

BPO contact center outsourcing benefits

Reduced costs
59% of businesses use BPO call center services to cut their expenses and be able to redirect them to other needs and goals. 57% of businesses turn to BPO call center services to be able to focus their monetary resources and general efforts on their core operations and functions. With BPO, businesses can grow and develop at a faster pace, all the while saving their resources.

How can businesses cut their costs by hiring a third party BPO service provider? A proper provider will help a business cut costs on:
- Accommodations — there is no need to look for a place to organize BPO call center.
- Soft- and hardware — everything needed for the proper operations of the team will be covered by a provider.
- Coffee, tea, and fruit for the team — the things the professionals have got so used to will be paid for by a BPO call center partner.
By reducing the cost of operation, businesses can ensure their resources are aimed in the right direction.
Expand global reach
Even in the age of globalization, businesses might find it hard to connect with their customers and search for new fields and niches to fill in. BPO call centers can help different businesses with different needs expand their reach and find new customers and clients around the globe. This happens for various reasons:
- Outsourced call centers can access speakers of different languages with ease, as their processes are aimed at fast hiring
- BPO call centers can onboard the newcomers faster. This is the only way they can accommodate the growing demands of their clients and, as a result, help businesses hire a team sufficient to cover both day and night shifts, helping them provide services to a larger number of customers
- BPO centers can hire directly in the target countries of their clients, providing people with the possibility to work remotely
Save human resources
What is BPO and call center without a professional team?

The process of hiring, onboarding and training new members of a BPO call center team might seem easy. In reality, it involves a lot of people:
- From 1 to 3 HR managers
- An onboarding manager
- A Team Lead or a Project Manager
- The existing members of the call center team
All of them need to dedicate their time and effort to welcoming new BPO call center members into the team and training them on the product. Outsourcing these tasks will save a lot of time and resources that can be directed to fulfilling other business goals and plans.
Scale the team easily

Scaling the BPO call center team is one of the main difficulties when it comes to growing businesses and start-ups. Sometimes the need to hire a lot of people with different skills and different language levels is tough, which is why some businesses might fail in the very beginning. Call centers BPO will make the process of scaling easier and more efficient. They can look for the most suitable candidates, check their level of knowledge, and check whether they are suitable for the team and for the task posed in front of it.

Every business can find benefits in BPO. Start outsourcing and find your own perks right now!

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What is the difference between BPO and a call center?: A BPO center can handle any type of customer service and implements any means of customer support, while a call center only implements phone customer communication.

What is the meaning of BPO in a call center?: A BPO call center is an outsourced call center team that handles in- and outbound customer calls.

How to start a BPO virtual call center?: A process of starting a BPO call center is essentially a process of looking for a perfect Support as a Service provider able to handle the entire scope of customer communication.

How many calls can a BPO call center handle?: A properly trained BPO call center can handle all customer communication.

How much does BPO contact center outsourcing cost?: The cost depends on the number of people on the team, the number of languages spoken, and the hours covered by the team. Learn more about SupportYourApp pricing here.