How Can BPO Call Centers Help Your Business?

Business process outsourcing (BPO) benefits companies of all sizes. Not only does it optimize operations, but it also helps reduce costs and more. When considering which tasks to outsource, one option is to hire a call center company for your customer-facing processes, such as customer service, sales, and technical support.

But how can BPO call centers help your business? Read on to discover their key benefits to help you make an informed outsourcing decision.

What Is a BPO Call Center?

A BPO call center is a third-party service provider that handles phone-based, customer-facing processes for businesses. The most common functions it takes care of are customer service, sales, and technical support. A call center is a centralized hub that enables BPO agents to assist customers or users via phone with various issues.

To further understand what BPO is, consider hiring an external vendor to manage your call center instead of establishing a department in-house. Working with a service provider is a viable solution if you lack staffing, technology, and resources. A reliable partner can help improve your service efficiency, quality, and customer satisfaction. That is how BPO call centers can help your business.

Learn more about the BPO call center benefits in the next few sections.

What Are the Different Types of BPO Call Centers?

The three types of BPO call centers are inbound, outbound, and blended. They differ based on how calls get routed, whether from customers to agents or vice versa.

Understand what a BPO call center is by exploring the three types below.

• Inbound Call Center. In this type of call center, agents receive incoming calls from customers or users. 
  • In customer service, call center agents answer customer inquiries, process orders, provide updates, handle complaints, and resolve issues.
  • In tech support, BPO agents provide technical assistance to end users of technology products, such as computer devices and mobile phones.

• Outbound Call Center. In this type of call center, agents make outgoing calls to contact potential customers.
  • In sales or telemarketing: BPO agents contact leads in sales or telemarketing to sell products and services.
  • In billing and collections: BPO call center agents contact customers to discuss bills and collect payments.

• Blended Call Center. This BPO call center combines both inbound and outbound, meaning agents receive and place calls.
  • In customer support: BPO agents receive calls from customers to assist them. However, they go as far as to contact customers to provide updates.
  • In billing and collections: Call center agents answer customer inquiries about their invoices. They also contact customers to ask for payments.

The three types of BPO call centers can help your business grow. For this reason, outsourcing your customer-facing processes to a BPO call center is wise.

How Can Outsourcing Call Center Operations Benefit Your Business?

Outsourcing call center operations offers several potential benefits, from accessing talent, tools, and technology to scaling operations and growing a business.

The proof is in the numbers: The global market for call centers could grow from $314.5 billion in 2022 to $494.7 billion by 2030. It could achieve a compound annual growth rate (CAGR) of 6.1%.

Such market growth proves how beneficial and reliable BPO contact centers are. Let us look at their potential benefits below.

A BPO Call Center Can Give Access to Talent, Technology, and Tools

Establishing a call center requires the three T’s: talent, technology, and tools. Outsourcing is the key to accessing these vital resources. Accessibility proves how BPO call centers can help your business. 

Most BPO call centers tap into a vast pool of knowledgeable and skilled workers. They train these agents to be the best, whether as customer service representatives, salespeople, or technical support specialists. These call centers invest in the latest digital tools and modern technologies, such as artificial intelligence (AI), automation, and cloud-based services.

A BPO Call Center Can Improve Efficiency and Provide Quality Services

BPO call centers thrive because of the value they provide to their clients. They can improve their clients’ services since they have access to real expertise and advanced technology.

BPO call centers consist of experts who can streamline operations. Their agents strictly follow standard operating procedures (SOPs) to ensure service quality and business compliance. They also leverage AI and automation to reduce manual work and accelerate business processes. As a result, they can increase their overall efficiency.

A BPO Call Center Can Enhance Customer Satisfaction

Call centers usually deal with front-office processes to help your business achieve growth. Their main goal is to enhance customer interactions and increase customer satisfaction (CSAT).

Most BPO call centers focus on CSAT as their primary key performance indicator (KPI). Average handling time (AHT) and quality assurance (QA) are only secondary. They aim to ensure customers are happy with the services they receive.

A BPO Call Center Can Reduce Costs and Increase Profitability 

Establishing an in-house call center can be costly. Building infrastructure, investing in technology, and hiring and training people require significant expenses. However, success is not always guaranteed, as you might encounter obstacles and lose some profits.

Hiring a reliable and reputable BPO service provider is a different story. The right partner can streamline your call center operations while reducing operating expenditures. It can cut your costs while also helping you boost your profits.

A BPO Call Center Can Scale Operations and Grow a Business

Business growth and scalability prove how BPO call centers can help your business. Depending on your business needs and current circumstances, these centers can scale your operations up and down. They can streamline your operations, optimize your processes, and improve your performance.

With access to expertise and technology, they can increase your efficiency, improve quality, and achieve higher CSAT scores. All these translate to a boost in profits, leading to business growth and success.

What Are the Potential Drawbacks of BPO Call Centers?

While they offer numerous benefits, BPO call centers have disadvantages, such as a lack of business control, language barriers, cultural gaps, privacy and security risks, and possible disruptions. 

It is good that 78% of businesses worldwide feel positive about their outsourcing partners. However, understanding the BPO challenges can help you make informed decisions when outsourcing your call center operations.

Let us expound on the potential drawbacks of BPO call centers below.

• Loss of Business Control. Outsourcing means relinquishing some degree of control over your call center operations. You might have minimal to zero influence over the training, processes, production, and overall BPO management.

• Communication Barriers. Offshore outsourcing means working with a BPO provider on the other side. You might encounter miscommunication due to language barriers and differences in accents and communication styles. 

• Cultural Differences. The call centers that serve businesses that outsource their operations are not always in the same country. Consequently, you may encounter various cultural norms, work styles, and business practices.

• Privacy and Security Issues. BPO means entrusting your business and customer information to a third party. The problem starts when your contracted partner risks leaking your data due to a lack of privacy policies and network security.

• Potential Disruptions. BPO call centers sometimes face business disruptions such as power outages, labor-related problems, and even natural calamities. Such events can influence your service availability, quality, and customer satisfaction.

We have established how BPO call centers can help your business amid the potential drawbacks. But given the pros and cons, the question is: Is a BPO call center worth it?

With the benefits discussed above, the straightforward answer is yes. But to address the inevitable outsourcing challenges, consider implementing the following best practices:

• Hire the BPO call center best suited for your business.
• Develop a service-level agreement (SLA) that includes KPIs.
• Offer the best foundation (for culture and communication) and process (product) training programs for your BPO team.
• Set data privacy policies and network security protocols.
• Establish constant communication and collaboration with your BPO service provider.
• Promote a customer-centric culture among your BPO teams.

The Bottom Line

It is evident how BPO call centers can help your business. They give you access to talent, tools, and technology. Such resources can improve your service efficiency, quality, and customer satisfaction. 

They help reduce your costs, and call centers can also increase your bottom line. Ultimately, the right BPO provider can scale your operations and grow your business!

Ready to outsource your front-office processes? Call us, and let’s connect! Unity Communications offers a wide range of services. We can be your trusted partner in establishing a robust BPO call center operation.