Difference Between BPO and Call Center Service
  • gitaalli-admin
  • November 10, 2023

Major Difference Between BPO and Call Center Service

Outsourcing has become a common practice for organizations looking to improve efficiency and reduce costs. Two terms that are often used interchangeably are “BPO” and “call center services.” However, it’s important to understand that these two are not the same; they serve distinct purposes and offer different services.

GITA Allied Technologies offers the most reliable services for outbound call center outsourcing in the USA. In this blog, we’ll explore the major differences between BPO (Business Process Outsourcing) and call center services.

Key Differences Between BPO and Call Center Service

  1. Scope of Services

BPO: BPO encompasses a wide range of services, including finance and accounting, human resources, customer support, data entry, and more. BPO providers take over entire business processes, handling multiple tasks for clients.

Call Center Services: Call center services are a subset of BPO, primarily focusing on customer interactions. This includes inbound and outbound calls, customer support, technical helpdesk, and telemarketing services. You can trust us if you’re looking for outbound call center outsourcing in the USA.

 

  1. Nature of Work

BPO: BPO involves a broader spectrum of work, often requiring the outsourcing company to share sensitive business data and processes. BPO providers typically work on more complex, end-to-end processes that require an in-depth understanding of the client’s operations.

Call Center Services: Call centers are more specialized in handling customer inquiries and resolving issues. The work is primarily centered around communication with customers, and it may not require as much in-depth knowledge of the client’s overall business processes.

  1. Expertise and Training

BPO: BPO professionals often receive extensive training in various business processes, compliance, and industry-specific knowledge. They need a broader skill set to manage different aspects of a client’s operations.

Call Center Services: Call center agents are typically trained to handle customer interactions, troubleshoot common issues, and follow predefined scripts or protocols. Their expertise is more specific to customer service and communication.

  1. Scale and Staffing

BPO: BPO companies often employ a larger workforce to manage various business processes for multiple clients. They can handle a wide range of tasks for clients of different industries and sizes.

Call Center Services: Call centers can be smaller in scale, primarily focusing on handling customer calls. They are often set up to manage high volumes of calls, making them well-suited for businesses with significant customer interaction requirements.

  1. Client Engagement

BPO: BPO engagements are typically long-term and involve a deeper collaboration between the outsourcing company and the BPO provider. BPO relationships can last for years and may evolve to encompass more processes over time.

Call Center Services: Call center engagements can vary in duration, with some projects being short-term or seasonal. The relationship is primarily transactional, focusing on handling immediate customer needs.

Hire The Best Call Center Outsourcing Company In The USA

GITA Allied Technologies is the most reputed call center outsourcing company in the USA. We have built our reputation over the years by providing the best services and ensuring maximum customer satisfaction. The choice between BPO and call center services should align with your organization’s objectives and the nature of the work you need to outsource. Check our website or call us today for more information.