There is a difference between a BPO and a call center. Many people often confuse the two, assuming they are the same. Let us clarify why the two are different.
What Does a BPO Do?
BPO stands for Business Process Outsourcing. It involves companies hiring external organizations to handle various tasks and operations. Companies use BPO contact center outsourcing for both back-end and front-office operations:
Back-End Processes: These are tasks that support the business but don't involve direct customer interaction. Examples include accounting, data entry, billing, payroll, surveys, content writing, claims processing, and application verification.
Front-Office Processes: These involve direct customer interactions. Examples include customer support via email, live chat, social media, helpdesk services, and appointment setting services in the Philippines.
BPO Outsourcing Is for Start-Ups, Too.
Outsourcing can greatly benefit start-ups and small businesses. With help from BPO companies, business owners can concentrate on more important aspects of their operations.
They can delegate administrative tasks, allowing them to focus on expanding their ventures, increasing their sales, and improving their processes. Outsourcing also helps businesses manage their workforce, costs, and resources more efficiently as they grow.
What Do Call Centers Do?
Like BPOs, you can understand what call center companies do from their names. Call centers handle a company's phone-related tasks. They can help with lead generation, sales, marketing, customer support, and more.
Calls can be inbound or outbound:
Inbound Calls: These calls are when customers call the company for service inquiries, product questions, complaints, or technical help. Examples include booking airline tickets, fixing internet issues, canceling mobile plans, or ordering pizza.
Outbound Calls: These calls are when call center representatives reach out to potential customers for sales, marketing, or other reasons. For example, CSRs might invite people to open a credit card account, get life insurance, or remind them about payments.
Call centers are important because they help build and maintain a company's relationship with its customers through direct interaction, whether a client calls a business or the other way around.
When comparing BPO vs call center services, the key difference is scope: a call center specializes in voice communication, while a BPO offers broader operational support.
Your Turn!
Are you looking for outsourced BPO or call center services in the Philippines? Look no further than Select VoiceCom. Schedule a free consultation today so we can discuss your outsourcing needs, whether inbound or outbound calls, lead generation, or others. We look forward to hearing from you. Cheers!