Call Centers

Differentiating Call Centers and BPO

Call centers are just a part of the BPO processes. Call centers are those which make and receive calls from the customers on behalf of the company and thus solves customer queries, make online sales etc. while BPO services also includes payroll computation, accounting and tax calculation of the concerned company to which they represent.

Call centers are those places where the customer gets all the required information about the business products and services through the help of calls made to customer care executives. They make orders of their desired products or services provided by the company if they get satisfied with the replies of call center employees. They can also reject the call if not interested. Thus call centers act as a part of business process outsourcing which mainly does a small but important work of commodity business.

However BPO is a much wider term which may include all types of front end and back-end processes. BPO involves outsourcing business in many other sectors like Engineering Services, Design Outsourcing, Aerospace Outsourcing, Enterprise Content Management, Education, Animation, Medical Outsourcing, Legal Process Outsourcing, Sales Enablement Outsourcing, Hospital Management etc.

There can be the outsourcing for Knowledge and skills development, designs manufacturing or commodity production.

Thus call centers have a limited role to play in the whole gamut of business process outsourcing works.

Although their services are quite important and beneficial there are KPOs, LPOs and RPOs as well.

BPOs refer to the outsourcing of all mundane and routine business applications to a different firm or company located in a foreign country so as to cut the cost of running businesses, improve efficiency and productivity and meet the demands of a greater number of customers and garner much profit. These services can be both front end like customer contacts center services and back end like human resources of the company, accounting, computing payrolls etc.