BPO and call centres are often used interchangeably, but actually, they are not the same. Both, BPO and call centers, are known for providing services to businesses and eliminating the dots in excellent customer service. But, they serve different purposes, which means that they have different objectives, and they work in different ways.Â
In this post, you can find the thin line lying between BPO and call centres and how they can benefit your business.
BPO and Call centres
Definition of BPOs
Business Process Outsourcing (BPO) refers to hiring a third party to get assistance or business support in back-office tasks, which may be non-core processes and need expertise. This process is trending because every line of business is unique, and you can hardly expect similar kinds of advanced solutions available in every business. Likewise, it’s also true that various processes, including customer service, finance, accounting, HR, and more take place in the backend of every organization. Here, BPO companies can help you out.
The goals of hiring these companies are to reduce operational costs, increase efficiency, and improve the quality of the services provided.
You can see that these entities come up with a wide range of services, including inbound and outbound calling, email support, social media management, technical support, and more. For smooth sailing and customer satisfaction, they often have a dedicated team of agents who are trained and certified in handling specific tasks and challenges according to the client’s requirements.
These experts work in a controlled IT infrastructure or proactively virtual environment with strict quality control measures. These arrangements ensure that the services provided meet the client’s expectations without breaching privacy policies and data compliance regulations.
Call Centres
A call centre is a professional place where customer service is provided. Simply put, these centres are set up to handle inbound and outbound calls on behalf of a company. In all, the primary function of a call center is to respond to customer inquiries & complaints and administer support issues. These professional workplaces typically operate on a large scale, with hundreds or thousands of agents working in a single location.
However, the outbreak of COVID-19 has changed the setting. Now, these agents work in a hybrid mode, but with the same security arrangements as on the office premises. The agents are trained to handle a wide range of customer issues, and they work in a highly structured environment with defined procedures and guidelines.
The Difference Between BPO and Call Centers
Although BPOs and call centres share some similarities, there are several key aspects, or you can say, differences between them. Let’s find a few common ones below.Â
- Scope of Services
In terms of services, BPOs offer a wider range than call centers. In addition to handling calls, BPOs have a professional team to efficiently assist in other non-core processes such as finance, accounting, and HR. If you consider Eminenture BPO Solutions or any other BPO company, let’s say, it administers support issues via call centres solutions. But they also assist in data and technology solutions. So, they are focused on administering back-office solutions, including customer call handling.
On the other hand, call centres focus on inbound and outbound call solutions, and email & chat support are also parts of their services.
- Agent Training
As far as project training is concerned, business process outsourcing agents receive more extensive training than call center executives. BPOs often require specialized skills and knowledge, such as accounting or technical support, which requires specialized training. Call center agents, on the flip side, focus on general training in customer service, such as how to improve soft skills, how to handle queries, etc.
- Customization
Business process outsourcing companies are more customizable when it comes to services than call centers. They customize their services to meet the specific needs of a client, which can be related to staffing levels, hours of operation, and the types of services provided. On the other hand, call centers tend to follow a more standardized approach.
- Cost
BPOs often charge more, or you can say, they come up with more expensive solutions than call centers. This is just because they offer a wider range of services and require specialized skills and training. It makes call centers more affordable because they offer cost-effective solutions. This is simply because they focus on handling customer calls.
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Benefits of BPOs and Call Centers
Both BPOs and call centers offer significant benefits to businesses.
Advantages of BPOs
- Save More Money
With BPOs’ support, you can reduce operational costs because they offer outsourcing of non-core processes at such a price that you can afford easily.
- Improved Efficiency
Being a highly professional and expert zone, BPOs offer premium support and can provide high-quality services more efficiently than an in-house team.
- Scalability
These entities come up with a scope to scale up as per requirement. It means that they can quickly adjust their services up or down based on the client’s needs. In short, they have a kind of flexibility in them.
Advantages of Call Centers
- Improved Customer Satisfaction
These centers provide fast and efficient service to customers, which improves customer satisfaction and builds loyalty.
- Increased Revenue
Call centers can help businesses increase revenue by providing excellent customer service and support.
- Cost Benefits
These centres can help businesses reduce their operational costs by outsourcing their customer service needs.
In a nutshell, a call center typically focuses on providing customer service, technical support, or sales support through phone calls or other communication channels. The primary objective is to handle a high volume of incoming calls efficiently and provide satisfactory responses to customers. Call centers may also use automation technologies, such as IVR (Interactive Voice Response) systems, to handle routine inquiries.
On the other hand, BPOs provide a broader range of services that involve more complex business processes. These services can include back-office operations like accounting, human resources, payroll, data entry, and data processing, as well as front-office processes like marketing, research, and customer support. These outsourcing companies typically require a higher level of expertise, training, and technology to handle these processes effectively.
Summary
BPO and call centres are related concepts but have some key differences. A call center is a type of BPO that specializes in handling customer calls, emails, and other communication channels for a specific company or organization. BPOs, on the other hand, encompass a broader range of services, including back-office operations, data entry, finance and accounting, and more.
