What’s right for your business, Call Center or BPO (Business Process Outsourcing)?

When deciding whether to partner with a Call Center or a BPO provider, it’s important to consider your business needs and the types of services that you require. It can be a little daunting at first to navigate all the terms specific to the outsourcing industry and narrow down what sort of company is the best fit for the work you have. However, before we can address the question “What’s right for your business, Call Center or BPO?” we first need to look at what separates a BPO from a Call Center.

With a Call Center you get exactly what the name implies, a business or organisation that specialises in answering calls. Whilst a Call Center may be considered a type of BPO, given that they specialize in a singular service the term “Call Center” fits their industry better. Companies that purely handle calls will tend to look for low complexity calls such as simple answering services or outbound tele-sales with a short sales pipeline. This is the traditional Call Center and what people will generally think of when they hear the term.

BPO providers on the other hand offer a wide range of services to their clients, including inbound and outbound phone calls, email support, live chat, social media management, and other forms of customer service. In addition to customer service, BPO providers may also handle sales, telemarketing, lead generation, appointment setting, market research, and a wide variety other functions. Given the broad range of services they offer, a BPO will tend to have a wide range of tools available to handle a variety of work their clients may require. This makes BPO providers a versatile choice for businesses that require a range of support functions.

Telnet is good example to use here, as we started out as a Call Center then grew into a BPO to meet the ever-evolving needs of our clients and the need to remain competitive in a rapidly changing market. Telnet no longer handles only calls but social media, emails, live chat, sms, back office, data entry and a number of other services that fall outside of the traditional Call Center model. It is for this reason you may see us referred to as a Contact Center rather than a Call Center as it is a better reflection of the diverse range of services we provide beyond simply answering calls.

It is worth noting that whilst a BPO may have evolved out of a Call Center this does not mean they no longer handle work of a type that may fall under the traditional model of a Call Center; simply that they no longer only do that and would generally still be open to such work.

In conclusion, the choice between a Call Center and a BPO provider depends on your specific business needs and the types of services you require. While Call Centers are best suited for phone-based support and low complexity tasks, BPO providers offer a wider range of services and may be a better fit for businesses that require more comprehensive outsourcing solutions. It’s important to carefully evaluate your options and choose a provider that can deliver the services you need to achieve your business goals.

Written by Sam Rae