The main aim of both call centres and BPO companies is to provide excellent customer service. What Are The Similarities Between A Call Centre And A BPO Provider?īelow are some of the main similarities between a call centre and a BPO provider: Objectives
BPO managers supervise teams in different service areas, implement process improvements and maintain client relationships. BPO managers oversee the delivery of outsourced business processes to ensure they meet the required quality standards and comply with client business goals. They may also oversee staff training, monitor call quality and address technical or operational issues. Typically, call centre managers oversee a business's daily operations, ensure that customer service representatives meet performance targets and maintain a high level of customer satisfaction. Related: What Are BPO Jobs? (Qualification And 6 Jobs To Explore) Management
BPO MEANING IN CALL CENTER SOFTWARE
In addition to being call centre agents, they may be financial analysts, human resources specialists, software developers, data entry operators and more. Typically, BPO employees include people with different backgrounds and skill sets. These centres may create teams or departments based on their expertise or the products and services they support.
Related: What Is HR Outsourcing? (With Advantages, Types And Tips) WorkforceĬall centre employees are customer service representatives who handle inbound and outbound calls. Specialised BPO companies may offer information technology services, including infrastructure management, software development and technical support. BPO providers may also manage human resources tasks, such as recruiting, payroll processing and employee benefits administration. While customer service is a major part of the work BPO companies provide, they usually also propose services, such as managing financial transactions, bookkeeping and reporting. Some call centres also offer market research services, which include conducting surveys and collecting customer feedback for product development and improvement. Their sales tasks include making outbound calls to potential customers, promoting products or services and finalising sales deals. These services include customer support, which requires agents to answer questions, help resolve client issues and provide product information for sales purposes.
BPO MEANING IN CALL CENTER HOW TO
Related: Call Centre Skills For A Resume And How To Improve Them ServicesĬall centres primarily provide customer services over the phone. Generally, they also require specialised knowledge or training to effectively handle specific business processes. Along with the capabilities necessary to work in call centres, they may require expertise in data entry, financial analysis, human resources management or information technology. The skills BPO employees require may vary depending on the services they provide. It is essential they know how to handle telephone systems to receive calls and contact clients, and how to operate computers to access customer information and record interactions. Typically, these agents are empathic and capable of dealing with difficult situations. Related: Writing A Call Centre Resume (With Template And Skills) SkillsĬall centre employees require excellent active listening, communication and problem-solving skills, along with a customer-centric approach. Typically, these BPO companies offer a broad range of services, with call centre operations being just one of them. A BPO service provider accepts contracts for specific business processes, such as customer service, human resources and finance. These call centres typically address customer enquiries, complaints and other needs. Their primary role is to provide assistance or resolve issues. If you are considering a job in this sector, you may wonder "What is the difference between a call centre and a BPO?" Below we provide some key distinctions: DefinitionĪ call centre is a centralised office where customer service representatives handle client calls. What Is The Difference Between A Call Centre And A BPO? In this article, we answer "What is the difference between a call centre and a BPO?", review their similarities and discuss the various outsourcing options available. Understanding the different services call centres and BPO companies provide may allow you to decide whether a career in this field is suitable for you. While both interact with customers and have back-office tasks, their scope and responsibilities differ. Call centres and business process outsourcing (BPO) companies have distinct duties.
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