What is a BPO call center?

A BPO call center is a team or a group in any company that outsources customer service operations with customers in their own country or with companies in another country. Most BPO centers also represent the services of other companies and ensure that any customer contacting their call center feels as if they are talking to a representative of the respective company. or dealing. BPO call center agents are experts in their field and provide customer support. They know of the client’s organization and its products or services related to the company they are outsourcing from and have the experience to answer all kinds of customer queries.

What is the role of a BPO call center?

BPO call centers provide services like inbound services or outbound services. Inbound refers to answering customer calls and messages, Outbound refers to proactively reaching out to existing and potential customers.

Inbound services that BPO Call center

• Answering support questions
• Providing dispatch services
• Processing orders by phone

1. Answering support questions

Some companies sell complex products or services, requiring call handlers to be inbound call centers, explaining their functions and benefits to customers. Some large organizations have in-house departments tasked with answering customer inquiries, but smaller organizations usually outsource this process to BPO call centers due to budget constraints.

2. Providing dispatch services

Some companies routinely receive calls from customers requesting specific services. Let’s explain with a simple example that some taxi companies connect clients with available taxi cabs. Some organizations providing such services prefer to avoid hiring full-time employees to handle their dispatch services and instead outsource them to a BPO call center.

3. Processing orders by phone

Some companies that offer customer ordering options require a skilled team to answer customer calls and walk them through the entire purchase process, including introducing the company’s customer to information, They are responsible for providing payment information and shipping the order and they get their data from the company’s database and this is shipping in other words. BPO call centers can handle this entire process, eliminating the need, time, and cost of building a new department and providing the flexibility that some businesses need during high-volume times of the year, such as the holidays.

Outbound services that BPO call center

• handle telemarketing operations
• Doing telesales
• Performing market research

1. Handle telemarketing operations

Telemarketing is the process of online marketing, which means marketing an organization’s products or services directly over the Internet or over the telephone. It consists of a team that markets services or products online through call centers. It can be an effective way to start a new business, and some organizations prefer to outsource telemarketing tasks to BPO call centers and grow their company.

2. Doing telesales

Telesales refers to any company controlling the online sales process in conjunction with its call center. And this team contacts customers and tries to convince them to buy with their expertise, asking to sell goods and services over the phone. Some companies do not have the capability of a competent telesales team and If they cannot afford the cost, they usually contract with BPO call centers to handle their telesales.

3. Performing market research

Some companies try to find out more about how customers view products and services by contacting them over the phone. Given the fact that market research calls usually only require the caller to ask pre-written questions. Outsourcing a BPO call center is usually a straightforward process Because employees who provide physical services require less training than on-call employees.