Difference Between BPO and Call Center

Because businesses have to compete these days, they are looking for ways to make their processes more efficient. Some companies don’t have the right tools and staff to meet their customers’ wants. A big part of how they give great customer service is through outsourcing. This is where “BPO” and “call center” often come into play.

What’s the deal with call centers and BPOs? When a business hires another business to do some of its work, this is called BPO. But a call center is a place where people answer the phone and help people who are having problems or questions.

Here’s the deal: both BPO and call centers deal with customers, but they do so in different ways and with different jobs.

What is a BPO?

As the name suggests, business process outsourcing (BPO) is when one or more business tasks or processes are given to outside service providers. When a business does this, it hires outside service providers to do certain jobs or even whole departments.

Some tasks are done by an outside team or partner so that the company doesn’t have to do them all itself. Customer service, data entry, and other jobs could be on the list. Businesses can work together to get things done faster and better by splitting up the work.

What is a call center?

A call center is a department that handles inbound and outbound communication with customers. 

When you call, say, a bank, an airline, or a cable television company to inquire about a product or service, the person you talk to is a call center agent (or perhaps a representative or associate). The department or office this person works in is a call center.

A call center can be a small group of, let’s say, one or two people sitting beside a phone or an entire department with a lot of people neatly organized in rows, answering customer calls. To the customer, the call center is the voice of the company.

Difference between BPO and Call Center

What the Work Is About

Call centers are places that only take phone calls. Customer service is what they do for a living—they answer questions, fix problems, and make customers happy.

On the other hand, business process outsourcing (BPO) is a broader term for sending different business jobs or processes to another company. It could be anything from entering data to taking care of customer accounts.

Structure of Ownership

In business process outsourcing (BPO), services are usually given to outside service companies. These service providers do not work directly for the client group and are not involved in their day-to-day operations.

There are different ways that call centers can be owned. They can work for the same company as the people they help, which is called “in-house.” Call centers can also be outsourced, which means that the customer exchanges are handled by a third party instead of the company itself.

Ability to adapt and grow

Companies are free to change the size and scope of the services they outsource as their needs change. In this way, they give you more options.

A lot of the time, call centers need big expenses in things like technology, infrastructure, and staffing. In particular, the teams that handle the in-house call centers can’t grow very much.

How People Interact

BPOs have a bigger and more varied impact on how a business runs as a whole. The outsourcing partner does many different jobs as an extension of the business.

People who work in a call center talk to people on the phone one-on-one. It is direct, happens right away, and is aimed at fixing specific problems or giving help.

BPO vs. Call Center: Comparison Chart

Summary

Hopefully, now you have a better insight into what BPOs and call centers are and how they function. If you have various tasks like finance, HR, or IT support that you want to outsource, then a BPO is the way to go. On the flip side, if you’re primarily looking for help with customer interactions, a call center is the one to go with.

So, in a nutshell, a call center is like a specialized part of the bigger BPO family, which offers services primarily focused on handling customers directly.

FAQs

Are BPO and call centers the same?

No, they are not the same. While a call center is a part of BPO, BPO encompasses a broader range of outsourced business processes beyond customer service.

What is BPO, in simple words?

BPO is when a company hires another company to handle specific tasks or processes on its behalf. It’s a way for businesses to delegate certain operations to external service providers.

What is a BPO and a telecaller?

BPO involves outsourcing various business tasks to third-party service providers.

A telecaller is a person who works in a call center, making phone calls to customers for tasks like sales, customer service, or surveys.

Why choose a BPO call center?

A BPO call center allows businesses to outsource customer service tasks. It’s a cost-effective way to handle customer support without the need to invest in a full-fledged office dedicated to customer service.

What is BPO best answer?

BPO is a strategic practice where a company delegates specific tasks or processes to an external service provider.

Is a call center a subset of BPO?

Yes, a call center is a subset of BPO.

What is the job role of a BPO?

Common roles include customer service representatives, data entry operators, technical support, and other tasks based on the specific business functions being outsourced.

Is virtual assistant a BPO?

Yes, a virtual assistant can be considered a part of BPO. Virtual assistants are individuals or entities that provide administrative support, often remotely.

How can I introduce myself in a BPO interview?

Introduce yourself by mentioning your name, educational background, relevant work experience, and key skills. Focus on your ability to handle tasks efficiently and work well in a team, showcasing how your skills align with the requirements of the BPO role.

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