What is the difference between BPO and call center?

 

Many times we use the terms BPO and call center interchangeably but are these terms the same? Or is there some difference between a call center and BPO? Then why do some people feel that BPO and call centers are the same?

Let us check what are the prime differences between BPO and call centers or are they the same.

An overview of BPO and call center:

A call center is a part of a BPO and this department mainly focuses on providing support to clients over the phone. There are 2 types of call centers and these are inbound and outbound call centers. A call center normally provides the below-mentioned services:

·         Complete customer service and customer care including email support in some cases

·         They may also work on the billing and collection aspect, for example, the outbound call center of a loan company can call a client for a pending EMI amount.

·         Lead generation is also an important service that a call center provides and this involves taking orders, doing surveys, making appointments, etc.

·         Some call centers also provide Technical Support and for this, they may have a system and network engineers who can provide the best technical assistance.

A BPO  call center is a more wide aspect and a call center is one of the important parts of this BPO or Business process outsourcing and this company offshores operations. The offshoring services that a BPO provides include finance and accounting support, marketing support, back-office support, etc.

Are you aware of the skills that the call center and BPO agent require?

For a call center, the executive needs to have basic phone etiquette and must be polite with the client. The call center agent must have very good communication skills and he must also have negotiation skills. The agent must have the knack to handle the most difficult customers in the best possible manner. He needs to ensure that the client gets answers to the queries fast and the client should not be kept on hold for a long time.

In the case of the inbound call center the call center agent receives a call from the client and in the case of the outbound call center the call center agent makes a call to the client.

In the case of BPO, the executive has to be more skilled and if he is going to handle any particular department of the BPO then he needs to have the required skills. For example, if he is going to be in the accounts and finance section then he needs to have in-depth knowledge about accounting and finance.

What does your company need? Call center or BPO?

If you have teams who can handle the accounts section or HR section etc. and all that you need is to provide phone support to your client then you need a call center. There may be some companies who may have requirements of BPO so that they can offshore accounting work or HR and payroll work etc. The company needs to check its requirements and then decide about its exact requirement.

If you are not in a position to employ people who can handle specific departments like finance then you can always choose the option of outsourcing the work to a BPO. If you only require a call center but are not able to have an internal set up then you can opt for outsourcing call centers.

There are some good call centers and BPOs that provide the best services but for this, you have to choose the company prudently.

Connect with Visionary Outsourcing Solutions for the best BPO services:

If the only concern you have is to find the best outsourcing services provider then all that you have to do is connect with Visionary Outsourcing Solutions which has been providing the best services for many years.

This company has been providing outsourcing solutions to a different companies belonging to different industries. They have the best BPO set up and they have well-trained and qualified executives who can handle different projects in the best possible manner.

For more information about this outsourcing company, you can check the website http://visionaryoutsourcingsolutions.com/,