1/18/2024 0 Comments Bpo meaning in call centerThere are also three main types of call centers: For example, a BPO vendor based in Mexico that works with companies in the US. Nearshore outsourcing - Nearshore is very similar to offshore outsourcing because it entails working with a vendor in a neighboring country.Offshore outsourcing - “Offshore” means that BPO agents are located in a different country than your company.Onshore outsourcing - “Onshore” means that BPO agents are located in the country where your business operates.Now that you understand the differences between BPO and traditional call centers at a high level, let’s dive into some more specific qualities of each. Key characteristics of BPO and call centers To decide whether to scale in-house or go the BPO route, you need to know specific characteristics that distinguish BPO and call centers. If you need extra help, but aren’t necessarily looking to hire more talent, BPO centers can be a value-add in many areas of your business. Infrastructure management - Sometimes BPOs manage equipment or software updates so that office managers and IT teams can focus on other big-picture projects.Underwriting - If you’re part of a lending organization, BPO agents can collect the detailed information required to process a loan upfront.Invoice support - BPO agents that are part of your selling motion may send invoices to new customers and ensure that sales are logged properly in your system.Back office operations - BPO agents may have other administrative capacities you can leverage to give your employees time to work on more strategic initiatives.Other potential uses for BPO agents include: Before onboarding a BPO, mull over which functions to outsource to BPO agents. Likewise, BPO agents are trained on a wide variety of functions, but will only perform tasks that are assigned to them. Is BPO the same as a call center?Īs we’ve mentioned, a BPO and a call center are not the same: you outsource call center features with BPO. Keep this difference - and others we’ll discuss later - in mind when you consider ways to boost rep efficiency and productivity. While these activities sound similar to tasks call center agents perform, remember that call center agents are fully integrated within a company while BPO agents are completely outsourced. Lead generation and sales - BPO agents may act as a built-in sales team, which saves your company time and increases revenue.Those agents often triage more specific, technical customer questions. Technical support - Some BPO agents have in-depth experience and knowledge of a product.Help desk services - Many organizations use a BPO center to assist with customers’ commonly asked questions.Telemarketing - BPOs can be talented first-line sales members and pass along any warm leads to the company’s sales team.BPO agents determine soft leads using an ideal customer profile determined by the company who hired them. Market research - Agents reach out to current customers or prospective ones to gain information to improve products and services.Along with calls, agents generate leads, which can be pursued by your in-house team. Inbound and outbound calls - BPO agents answer customer calls and make outbound calls to increase brand awareness.If you don’t have the bandwidth to hire a full support team in-house, a BPO call center could be a worthwhile investment. BPO agents undergo extensive training to understand their client’s catalog so that they can answer questions with the depth of knowledge your customers expect. Although outsourced agents don’t work directly for the company they serve, they still provide excellent customer support. What does BPO mean?Ī BPO call center is an outsourcing service that processes incoming and outgoing calls for other companies. In this piece, we’ll explain what BPO means, detail the specific attributes of BPO and call centers, and describe the key differences between them. Knowing the difference between the two and which center is operating in your organization is critical to improving its output. While similar, they do have distinct differences, and applying the same strategy to each won’t work. Like many people, they may assume call centers and BPO are synonymous. In their research, they may come across the term “business process outsourcing,” otherwise known as BPO. Your managers might have a tough time searching for solutions to produce exceptional customer service experiences. When you’re in the customer service business, you may feel that you are constantly attempting to streamline your processes to serve your customers better.
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