Difference between a call center and BPO

Difference between a call center and BPO

Call center and BPO terms refer to the same industry and can be used interchangeably. Call centers can be best defined as the subset of  BPO. Though both the terms are the same nevertheless there are some key differences between the two. 

Call centers are basically set up for resolving customer queries over the phone while the BPO term can be defined as a call center that does not only resolve customer queries but also outsource business and works as a third-party vendor.

Difference between a call center and BPO
Difference between a call center and BPO

Difference between a call center and BPO

We shall deep dive further into differences but first, let's understand what BPO is and how does it function.

What is BPO?

BPO is an abbreviation of Business process outsourcing which offers services like customer support, sales, verification, and outsourcing to its clients.

Business process outsourcing can be categorized into two parameters :

Outsourcing which includes back office, data entry quality auditing, training is known as back-office outsourcing while.

Outsourcing which includes operations, email, live chat is known as front office outsourcing.

Features of BPO :

Cost-effectiveness, Flexibility of round the clock service, manpower availability are some key features of BPO that's why most companies find it easy to outsource their business through a BPO (Business Process outsourcing)

What is a Call center?

As mentioned above a call center setup can be defined as a sub-process of BPO which only includes the calling part.

Let's understand the difference between BPO and call center by example. 

If a customer purchase a product from A customer can ask for help related to any product in 3 ways by calls, by emails, or via live chat. 

A BPO set up is designed so that it can provide assistance to customers in all 3 ways, while if a set up is specifically design for only telephone assistance that is known as a call center 

Although nowadays both the terms are being used identically.

Difference between BPO and a Call Center 

Let's understand the difference between the two by these pointers:

  • A BPO setup is designed to provide assistance to customers via both online (live chat and email) and offline mode while a Call center setup is only for voice and phone calls.

  • A Call center is specially designed to attend to customers only for assistance on the product while the BPO is helpful to outsource and extend an existing business by its robust infrastructure and management.

  • As compared to the Call center joining a  BPO requires very good communication skills, technical skills especially computer skills, and typing speed.

  • Call centers are only limited to inbound calls while a BPO is designed to outcall customers and provides a medium to communicate through email and live chat.

  • A call center service typically starts with a small setup and employee size. But BPOs are with large employee count and more advanced infrastructure and tools.
These are some key differences (but not limited) between a BPO and a Call Center.

With the invention of new technology and software now chatbots and AI (Artificial Intelligence) are playing a big role in BPOs.

There are some famous chatbots that are specially designed for some specific skills

  • Best AI Chatbot for Voice: Alexa for Business.
  • Best AI Chatbot for User or Market Research: SurveySparrow.
  • Best Build-Your-Own AI Chatbot for Messenger: ManyChat.

With the increase in online business, the BPO industry is in boom and this is the right time to make this industry a career. BPO career revolves around the core activity of delivering customer service and business outsourcing 

With that note kindly allow me to end the article

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