Business Process Outsourcing (BPO)

Business Process Outsourcing (BPO) is where a company contracts with external organisations to handle specific business functions, either in their front or back office. These could be their contact centre, IT function, HR function, Billing or Customer Service team.  Contact centres widely adopt BPO services to avoid high staffing costs, complex management, fluctuating call volumes, and the need for around-the-clock specialised customer service expertise.  BPO service providers are experts in the processes they support and within the contact centre industry there are various BPO providers where diverse agreements can be arranged. An organisation may entrust all their call volume to the outsourcer, effectively closing their internal call centre. Alternatively, they might send overflow calls to the BPO contractor to supplement their in-house team during peak periods. Businesses can also allocate specific call types, such as sales calls, to the BPO partner while handling service calls internally.

The benefits of Business Process Outsourcing

1. Boost Efficiency

BPO providers possess the experience and infrastructure to streamline contact centre operations, resulting in faster response times and improved customer satisfaction.

2. Cut Costs

Outsourcing contact centre functions can significantly reduce operational expenses as BPOs often handle staffing, training, and infrastructure costs.

3. Drive Growth

BPOs offer flexibility in scaling contact centre operations without incurring additional overhead costs.

4. Access Expertise

BPO providers bring domain-specific knowledge, enabling them to effectively manage customer interactions across various channels.

5. Focus on Core Business

Outsourcing contact centre functions allows companies to allocate internal resources to strategic growth initiatives rather than managing non-core functions. By offering a wide array of services that align with business needs and priorities, call centre BPO providers provide an efficient and cost-effective means to enhance the customer experience.