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Home » Behind the Scenes of Call Centers: The Vital Role of Business Process Outsourcing

Behind the Scenes of Call Centers: The Vital Role of Business Process Outsourcing

Business process outsourcing (BPO) call centres can be useful when a company has more calls than it can handle. Customer support expectations for call centres vary widely, and not every business has the personnel, technology, or expertise to meet those needs. Customers often expect a response time of 15 minutes or less for certain inquiries. It may be difficult for a lean startup or small business to live up to this standard. Here is where a BPO call centre can help out:

BPO Call Centre Definition

The term “business process outsourcing” (BPO) refers to the practice of contracting out a portion of a company’s operations to an outside party. When a company outsources the management of its call centre’s outgoing and incoming calls to a group of agents, that centre is called a business process outsourcing (BPO) call centre.

If your company receives more calls than it can handle both inbound and outbound, outsourcing may be the best option. Keep reading to find out how a BPO contact centre can save the day with top-notch customer service.

Both Pros and Cons of BPO Call Centres

Inbound call service outsourcing may appear to be a gamble to some. The truth is that when it pertains to your business and its offerings, independent contractors can never hope to match the expertise of full-time employees.

However, employees at BPO call centres are accustomed to learning new information quickly. They are pros at learning a new company’s procedures and help desk software to provide swift access to the information they need to answer customers’ questions. In addition, most BPOs have their state-of-the-art call centre advanced technologies, which lets their agents carry out a company’s pre-existing processes more effectively and with a greater return on investment. Let’s examine the various inbound call types that BPO call centres receive, as well as the resources available to handle them.

Providers of Inbound Business Process Outsourcing Call Centre Services

When a customer contacts an inbound call centre, agents are dispatched to answer their inquiries as soon as they come in. Below are just a few illustrations of what a BPO call centre might be able to help you with.

Defend Claims

Complex product or plan sales typically result in a greater volume of customer service questions for a company. For example, health insurance providers may field several hundred calls daily from customers with inquiries about their coverage. To handle the sheer volume of calls that come in from customers, large companies with specialised customer service departments receive. Because of the lower cost of labour, businesses frequently outsource this type of work to BPO call centres.

In addition, bigger businesses that offer regulated plans and services almost always possess well-documented knowledge-base resources they can easily share with BPO call centre agents. With these tools, BPO representatives can get up and running quickly.

Accepting and Fulfilling Orders

Telephone orders are still preferred by some customers. However, it may take some time to process these purchases, such as collecting payment information, notifying the appropriate parties, and so on.

Having a business process outsourcing (BPO) call centre handle everything from taking orders to delivering them will free up your staff to focus on higher-level tasks like product development and marketing. These facilities are particularly suitable for managing foreign orders outside of your company’s regular business hours and for managing excess demand on peak days, times, and holidays. If you outsource your over-the-phone orders, you won’t have to pay your employees overtime or divert resources from your business’s core operations to handle the influx of cash.

Agents who work in the dispatch field call customers who want to hire a certain company’s services. In the case of a taxi service, for instance, customers will call in to arrange for a ride. The dispatcher who takes your call will then contact a driver to provide the requested service.

Some businesses choose to outsource dispatch call entry services so they can pay for agents as needed rather than paying a full-time salary. It may be more cost-effective for a courier service that only makes deliveries between 10 and 2 on weekdays to outsource delivery services instead of hiring full-time employees. You also will not be concerned about paying a worker when there aren’t many dispatches because of this system. Additionally, business process outsourcing call centres can assist with covering off-peak times to make sure no work orders are missed.

Call-centre Services for Outbound Business-to-business Calls

Outbound call centre employees are responsible for initiating contact, while inbound call centre agents simply answer incoming calls. Due to the repetitive nature of outbound call centre services, they are frequently contracted out. A company may, for instance, need to make thousands of phone calls to consumers to collect enough data for a market research survey.

If you work with a business process outsourcing (BPO) call centre, they can handle these menial tasks so that your team can concentrate on things like customer relations and product development.


Although telemarketing has a poor reputation, many businesses use it because it works well and is inexpensive. If your telemarketers aren’t seasoned pros at making cold calls, your return on investment (ROI) will suffer.

That’s why business process outsourcing (BPO) call centres are so useful. Their salespeople are chosen because of their persuasive abilities over the phone. They are prepared to think on their feet, win over customers, and articulate your company’s values in a way that makes an impact. Hiring the correct BPO agents can boost your telemarketing campaign’s return on investment. Click here to get in touch with the right BPO agents for you.


The primary goal of telesales is to make sales via telephone. Telesales, in contrast to telemarketing, typically involves making cold calls to leads that have already been qualified.

These calls are crucial to generating revenue, but many companies simply can’t answer their phones fast enough to get in touch with potential customers promptly. Let’s pretend you have a team of 12 salespeople but 2,000 leads in the pipeline. Weeks of cold calling might go by with no fruitful results. A business process outsourcing (BPO) call centre can assist your company to increase sales in less time by contacting and following up with all of the prospects in your pipeline.

Because BPO call centres have better access to sales technology, even small businesses will outsource telesales. When businesses hire a BPO that already uses a CRM, they can reap the advantages of the tool without adding it to their current set of technologies. Because of this, operational expenses are reduced, and new software is not required to be implemented.

Studying the Market

To better understand their clientele, many companies conduct telephone surveys. A great deal of useful information can be gleaned from market research, such as what customers find most appealing and what problems they have the most trouble solving.

There is a standard call centre script that can be followed for market research calls, making them a good candidate for outsourcing to a BPO. Provide a list of questions to ask, and tell BPO agents how to greet and close the call. You can save money on expensive market research while still getting valuable feedback for future campaigns and product launches by outsourcing these calls.

Improve Your Customer Service by Outsourcing to a Call Centre

Success or failure hinges on how well you handle customer service inquiries and complaints. The reality is that not every company can meet the high bar customers set for response times, ticket resolution times, and IT savvy. In those situations, outsourcing to specialists is the most dependable method of providing the service in question. By outsourcing to a BPO call centre, you can give your customers the help they need without sacrificing attention to revenue-generating activities like new product development or advertising.