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What is the difference between Call Centre and BPO?

Posted by Rahul Garg
Callcentre-VS-BPO

To run a business smoothly, it is significant to handle both its core and noncore functions properly. Doing so simultaneously, however, isn’t as easy as it sounds. Thus, the need for a call centre outsourcing company takes place.

Usually, people believe that BPO meaning is similar to the call centre one. But this isn’t correct by any means. Indeed, both BPO and call centre are connected to each other, but they share some major differences as well. Today, we will discuss the BPO vs. call centre in-depth in order to clear the air once and for all. So, let’s get rolling:

What is BPO?

BPO, aka business process outsourcing, means subcontracting several business-related operations to third-party vendors. And you can also consider this as an answer if you have a question ‘What is outsourcing?’ in your mind.

Mostly, BPO Services are availed for the sake of seamless handling of the back office and front office operations.

Back office operations consist:     

  • Accounting.
  • Payment processing.
  • IT services.
  • Human resources.
  • Regulatory compliance.
  • Quality assurance.

Front office operations are mainly customer-related like:

  • Tech support.
  • Sales.
  • Marketing. 

What is Call Centre?

Call centres, a subset of BPO, handle telephone-based processes for their clients. Call centres are usually classified into two parts:

  • Inbound Call Centre
  • Outbound Call Centre 

 

What is Inbound and Outbound Call Centre?

Inbound call centres deal with incoming customer calls and provide proper assistance so that their clients don’t confront any hassle while maintaining customer relationships.

At the present time, established inbound call centre service providers are in great demand like call centre India because businesses know that letting customer calls go unnoticed simply means representing competitors as the better brand. It’s no brainer that when your business rivals start doing a better job than you, they are likely to witness more success.

Inbound call centre services comprise:

  • Customer Support.
  • Help Desk.
  • 24 Hour Telephone Answering.
  • Order-Taking.           

Outbound call centres do the exact opposite job, comparing with inbound call centres. Put simply, outbound call centres make calls to potential customers so that their clients can witness an upward spiral in the sales graph. In brief, outbound call centres take sales-oriented tasks in their hands.

Similar to an inbound call centre, the demand for outbound call centre outsourcing companies is quite high in the business world, as they help to secure a smoother path to success. By means of unparalleled outbound call centre services, companies can unlock the door of seamless business growth which, needless to say, leads to high profit levels.

Outbound call centre services consist of:

  • Telemarketing.
  • Lead generation.   
  • Customer survey.   
  • Third party verification.   
  • Appointment scheduling. 

Read More: What is the Difference between Inbound and Outbound Call Centres?

 

What are the advantages and disadvantages of BPO (business process outsourcing)?

In this imperfect world, you can expect nothing to be perfect. To put it briefly, BPO has some pros and cons, which you should be knowing if you are operating a successful business: 

Pros

Cons

 1. Professionals will handle operations.

 1. You lose control.

 2. Core competencies will get full focus.

 2. Hassle of hidden costs can take place.

 3. A significant amount of savings.

 3. Cultural issues could arise.

 4. Peace of mind you are likely to gain.

 

5. Odds of risks occur during business functions will go down.

 

 

Read More: Why do Business Owners avail 24/7 Answering Service from BPO Firms?

 

What are the advantages and disadvantages of Call Centre?

Similarly to BPO, there are some advantages and disadvantages of availing call centre services, which businesses should be aware of:    

Pros

Cons

 1. Business availability will snowball.

 1. Confidentiality issues may occur.

 2. Top-notch customer service.

 2. Less control.

 3. Soaring sales growth. 

 

 4. Strengthened customer base.

 

 5. Good brand recognition.

 

 

Read More: Pros and Cons of Outsourced Call Centre Services!

 

Summing-up:

In this day and age, the key to making your business successful is joining forces with a third party vendor, which can take care of important tasks for you in a proper manner. With the help of this write-up, we have tried to shed some light on the difference between BPO and call centre.

While having a tour of this write-up, you most probably have got the idea that companies avail call centre outsourcing services in order to cultivate their relationship with customers. While BPO services get availed in contemplation of handling back office and front office operations with flying colours. However, there is a possibility that interactions with customers may not take place.

Barring this, we have discussed the advantages & disadvantages of both BPO and call centre so that you can make the right decision while availing services from a third party vendor, and this will helps your business in terms of growth.

Congrats! Now, you are acquainted with both the terms: ‘BPO’ and ‘Call Centre.’ So, be careful while availing services. Another plus point is that now you will face no problem while understanding about BPO and call centre services in-depth after going online.

However, if you still have some doubts regarding the difference between BPO and call centre, tell us in the comment section and we will help you for sure. In case you want to avail reliant call centre or BPO services, feel free to drop us a line at sales@go4customer.co.uk.


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