If you require multiple outsourcing services, you can consider working with a BPO call center that offers a wide range of services. If you want to outsource a specific operation, the most effective way of doing so is to find a BPO call center that specializes in that operation. The first step that an organization takes when looking to outsource some of its operations is identifying exactly what requires outsourcing. Some of the most common steps that an organization takes to integrate a BPO center into its operations are: 1. Related: Work in BPO: 20 Jobs To Explore How does a BPO call center work?īPO call centers typically become a part of their client organizations' customer service strategy. Given the fact that market research calls usually only require the caller to ask pre-written questions, outsourcing the process to a BPO call center is usually a straightforward process, as the callers require less training than for other similar services. Performing market research: Some organizations attempt to learn more about how existing and potential customers see their products and services by contacting them over the phone and conducting surveys. Companies that don't have the capacity to hire and train a capable telesales team typically use a BPO call center to handle their telesales. It can be an effective way of generating new business, and some organizations prefer to outsource telemarketing operations to BPO call centers.ĭoing telesales: Telesales is the process of selling goods and services over the phone by contacting qualified potential customers and attempting to persuade them to make a purchase. Handle telemarketing operations: Telemarketing is the process of directly marketing an organization's products or services via telephone or the internet. Some of the main outbound services that BPO call centers provide are: BPO call centers can handle this entire process, eliminating the need for creating a new department and providing the flexibility that some businesses require during high-volume times of the year, like the holidays. Processing orders by phone: Organizations that offer their customers the option of ordering via phone require a team of professionals to answer the calls and go through the entire purchasing process, including introducing customer information into the company database, taking payment information and sending out the order to the department responsible for shipping it. Some of the organizations that provide such services prefer to avoid hiring full-time employees to handle their dispatch services and outsource them to a BPO call center instead. Providing dispatch services: Some companies regularly receive calls from customers who request a specific service, with a common example being taxi companies that pair clients with available taxi cabs. While large organizations have internal departments dedicated to responding to customer inquiries, smaller ones usually outsource this process to BPO call centers due to budget limitations. Some of the main inbound services that BPO call centers provide are:Īnswering support questions: Companies that sell complex products or services are likely to require an inbound call center to help customers understand their functions and benefits. The former refers to responding to customer calls and messages, while the latter refers to actively reaching out to existing and potential customers. Related: 6 Steps To Write BPO Resume Formats (With Templates and Examples) What does a BPO call center do?īPO call centers handle inbound services, outbound services or both. BPO call center agents are usually highly skilled in customer support and have enough information regarding the client organization and its products or services to answer a wide range of potential inquiries. Most BPO centers represent multiple organizations simultaneously and make sure that the people getting in contact with them get the impression that they're communicating with direct representatives of the respective organizations. What is a BPO call center?Ī BPO call center is a group of agents who work with companies that want to outsource their customer service operations. In this article, we discuss what a BPO center is and what it does, explain how it works and mention some of its most relevant advantages and drawbacks. Knowing what a BPO center is and how it can help your organization can be a valuable piece of information. Regardless of the industry you work in, customer communication is likely to be a major factor in its success. A business process outsourcing (BPO) call center is a team of professionals who handle customer service operations for client organizations.
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