Business Process Outsourcing Centers (BPOs) have become a popular choice for businesses looking to improve or add onto an already existing customer service base, all while reducing costs. Call center outsourcing is one of the most common types of outsourcing availed by companies. However, businesses must weigh the pros and cons of outsourcing their call center services to a BPO before making a decision.
What’s The Difference Between A Call Center And A BPO?
Before moving on, it should be made clear that a call center and a BPO aren’t the same thing. A call center is just that, a place where calling services are performed. These services include customer service, technical support, and occasionally sales.
A BPO is able to take on call center services as well as a wide number of other services. Any number of business processes can be transferred to a BPO as that’s their specialty. Instead of just pure customer service agents, you can employ architects, accountants, graphic designers, web developers, and the list goes on.
Call centers – only handle customer support, technical support, and sales
BPOs – if the job can be done from a computer, it can be outsourced
Advantages Of A BPO
One of the biggest advantages of outsourcing call center services to a BPO is cost reduction. By outsourcing or hiring remote staff that specializes in call center services, businesses can save on overhead costs such as rent, equipment, and other staffing expenses. Additionally, BPO providers often have access to specialized talent pools that businesses may not have in-house. This can be particularly beneficial for businesses that handle complex or technical customer service issues.
Another advantage is increased flexibility. Businesses can scale their numbers up or down when needed. This can be done all without having to worry about the costs and logistics of hiring and training new employees. In addition, BPOs offer 24/7 service, which can be important for businesses that operate in multiple time zones or have customers from all over the world.
The ability to focus solely on productivity is also a benefit of partnering with a BPO as they will take care of all of the administrative aspects of having staff. The payroll, benefits, and any other backend minutiae are taken care of for you. Additionally, all legal liabilities are thrust upon the BPO provider and not your company.
Disadvantages Of A BPO
With the good also comes some disadvantages. One of the biggest concerns is the lack of control over processes. This is not a problem within a BPO and is mainly seen in actual Call Centers, as the staff in a BPO follow your processes as you’re in charge of their productivity. With a Call Center, you pay for customer service, give them scripts and they’re off to the races. A BPO gives you the ability to have your own unique spin on customer service, meaning your company is better represented.
Another disadvantage of outsourcing call center services to a BPO is data security. Trusting an outside company to keep your data is difficult. The feeling of disconnection between your location and where the data is stored is only relieved once you understand the security protocols of the BPO of your choice. Make sure to ask questions about it when inquiring with a BPO to get more detailed information about your concerns.
Factors To Consider Before Outsourcing Call Center Services To A BPO
Before committing to a BPO, businesses must consider the nature of their business and the types of calls they receive or want to send out. For example, the level of customization and personalization you require. If you don’t require a unique touch, you may opt to go with a traditional Call Center instead of a BPO, that being said a BPO allows you to have a more bespoke approach to every aspect of your staff. You control their processes, their tasks, and essentially everything about their job.
You should also look into the track record and reputation of the BPO provider. Items such as the company’s goals and objectives should give you an insight into what type of company you’re doing business with. Make sure to ask questions during your meeting with them as the people you’re talking to will be more than happy to answer them.
Best Practices When Working With A BPO
To ensure a successful outsourcing experience with a BPO, you should clearly define the scope of work and expectations, establish clear communication channels and protocols, monitor and evaluate the performance of the BPO provider, as well as having a plan in place for addressing and resolving issues. Continuously training and educating both internal and external staff is crucial. Ultimately, When a BPO is recruiting for you, giving the exact job description as well as any other requirements will help it go smoothly.
The Wrap Up
Outsourcing your call center needs to a BPO is a cost-effective solution for businesses looking to improve their customer service and support. However, businesses must weigh the pros and cons while considering their own specific needs and circumstances before making a decision. By following best practices and carefully evaluating the factors involved, businesses can ensure a successful outsourcing experience.