BPO Call Center: What it means for the BPO Industry

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Every company needs resources to meet the expectations of its clients and customers. However, not every company has sufficient staff nor the right tools.

For instance, around 51 percent of the customers expect their query to resolve within five minutes when they call customer care, says The Zendesk Customer Experience Trends Report 2020.

But at times, it gets challenging for a small e-commerce team to cater to the needs of the customer.

Business process outsourcing or BPO offers a third-party service to fulfill the needs of the clients. For instance, the service provider (BPO call center) widely offer services related to handling any operations and clients the company is unable to do in-house.

Despite the COVID-19 crisis, the BPO industry saw a 15 percent month over month growth of professionals in July. Besides this industry, even the IT, Telecom, and BFSI witnessed a degrowth of -6 percent and -2 percent in June, however, bounced back later in July.

Therefore, the demand for professionals in the business process outsourcing industry will keep evolving. Not to mention, tele calling job profiles and customer service accelerated from 4 percent growth to 18 percent in June 2020 to July 2020.

At the end of the day, a BPO call center is ideal for businesses who lack resources to manage your inbound and outbound calls for their business.

Inbound BPO call center services

It is often a risky affair in terms of outsourcing your inbound calls. One of the major reasons is because an outside agent may not be as knowledgeable or a salaried employee as compared to your organization or the products and services the organization offers.

However, the BPO call center agents are trained to adapt skills based on the other company’s requirements and also help desk tools so that they can quickly refer to the resources their customer needs. Therefore, assisting customers with support questions.

Some of the inbound calls conducted by BPO professionals fall under categories like:

  • Order processing
  • Dispatch
  • Support questions

Outbound BPO call center services

Whereas in the outbound call, the BPO agent is the one making the call to customers and clients. Most of the outbound calls are often outsourced because they are tedious and time-consuming. For instance, a business might make a thousand calls just to get the response which completers their market research survey, now this is time-consuming.

To break down such tedious tasks, businesses can outsource their outbound calls and partner with a BPO call center. Some of the calls include categories like:

  • Telesales
  • Market research
  • Telemarketing

Why do you need a BPO call center?

If you’re looking to deliver excellent customer service, then outsourcing your inbound and outbound calls is an ideal way to start.

As a matter of fact, not every business can afford the bandwidth or resources to handle all these tasks. In such circumstances, the best way to deliver the best services is by outsourcing them to expert agents.

Through a BPO call center, you can achieve high-quality support and expect positive results.