What is BPO – Business Process Outsourcing?


The process of business process outsourcing (BPO) involves hiring another company to perform some of the functions of an organization (often referred to as an “outsourcer”). In a business process outsourcing (BPO) arrangement, a company might outsource its accounting function. In addition to offloading functions not core to their business model, BPO companies are considered experts in whatever business processes they support.


Businesses can outsource their processes and deliver services from a variety of locations in the contact centre industry. It is possible for companies to offshore their call centres, which means they are located in a different country. It may be possible to gain access to a well-educated labour market at a lower cost through this method. Nearshoring means the business process outsourcing provider is still in a different country but closer to home, so frequent visits are easier. Most companies prefer outsourcing where the outsourcer is located within the same country, which is known as onshoring.


There are many ways that businesses can partner with their call centre business process outsourcing (BPO) provider. A company may outsource all of its call volume to an outsourcer and shut down its internal call centre. It is also possible that they can simply outsource their overflow volume to the outsourcer, essentially supplementing their own agents during peaks in volume with those of the outsourcer. Business process outsourcing (BPO) partners can also handle sales calls for organizations while keeping service calls in-house.


It’s possible to tailor business process outsourcing and contact centre software to meet a company’s specific business needs through business process outsourcing (BPO).


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