Call centers and BPOs provide outsourcing options for any and every industry.
Business process outsourcing companies (BPOs) and call centers are sometimes confused as one and the same, primarily because of the fact that most companies tend to set them up in offshore locations. However, BPOs and call centers operate differently and are established because of different reasons. Listed below are some of the main points that make BPOs different from call centers.
Scope of the Business
As the name implies, BPOs cater to different processes within the business. This means that BPOs cater to different aspects: recruitment, payroll and accounting, back office work or customer service. Call centers, on the other hand, are primarily established to handle only the business processes that require the use of a telephone, such as attending to customer service requests or handling sales inquiries. Thus, BPOs have a larger scope and can meet any need that a company may have.
Different Classifications
BPOs can be classified into two main categories: front office BPOs, or those that specialize in handling external processes, such as customer requests and inquiries; and back office BPOs, or those that specialize in internal processes, such as accounting, finance and human resources. Call centers, on the other hand, are classified based on the type of customer interaction. For instance, inbound call centers deal with calls placed by the company's clients, while outbound call centers are set up to call potential and existing customers.
Hiring Requirements
BPOs are more comprehensive in terms of their processes and procedures. Since they cater to both the external and internal needs of a certain company, they tend to hire people who have different skills and expertise, depending on the business process that the group handles. Call centers, on the other hand, mainly look for people who specialize in customer relations, since they serve as the voice of the company they represent.
Location
BPOs are independent companies that handle certain processes for another company. Outsourcing refers to the act of employing another company to fulfill a certain task or process for agreed-upon terms of payment. Some companies believe that outsourcing is an effective way to cut costs and increase efficiency. On the other hand, a call center can be set up as an in-house department or facility, especially by a big company that relies on customer relations and interaction to grow its business.
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