Call Centers

Understanding the Differences between BPOs and Call centers

Business process outsourcing has moved much beyond call centers. Businesses today have become increasingly dependent on outsourcing as any business is essentially about hiring people that can carry out the work in the best possible way by using minimal resources. Cost happens to be an important factor in businesses. Therefore, outsourcing has become extremely important.

Call centers happen to be centers of outsourcing in general but BPO as a term may also refer to organizations that are into the back end processing work for other organizations that does not actually involve work relating to inbound or outbound customer service.

Call centers as the name suggests are into making or taking phone calls from customers for purposes as varied as attending to their complaints in case a problem arises with the subscription of services or the products that have been bought from a company.

Call centers happen to be just in the business of making calls. Inbound and outbound customer services provide different kinds of support to people. Outbound services require the customer care executives to make calls for sales, telemarketing, lead generation, etc.

Inbound services are more product information and order taking. The term BPO happens to be more broad-based. It refers to all processes that are outsourced but do not necessarily involve making calls. Web based support also happens to be a form of outsourced work that comes under the domain of BPOs.

The BPO sector in Rajasthan, which includes the call center industry in the state, has grown tremendously over the last few years. The growth in the call center industry has contributed significantly to the growth in the BPO sector as a whole. The diversification of services is creating more business opportunities and is expected to add significantly to the profitability of the sector in the years to come.