What is BPO & What does It do? Prime Benefits of Automating BPO Operations

What is BPO & What does It do? Prime Benefits of Automating BPO Operations

As any business grows and expands, it’s common to focus on scaling operations. Certainly, this is true, but sometimes companies lose sight of the fact that for their business model to be sustainable, they need to “scale up” as they grow.

When businesses re-evaluate how they manage their work processes or outsource certain work to third-party organizations called Business Process Outsourcing Services (BPO), they can achieve several goals: lowering operational costs, freeing up internal resources to concentrate on other tasks and solutions, improving customer service response times, increasing workplace efficiency and competitive advantage. 

Here’s an article that explains what a call center does : 

According to Grand View Research, the global business process outsourcing market size was valued at USD 232.32 billion in 2020 and is expected to register a compound annual growth rate (CAGR) of 8.5% from 2021 to 2028.

Having an insufficient amount of resources to make all the inbound and outbound calls your office receives can make it seem like a good idea to outsource these services. Business process outsourcing, also known as BPOs, is an interesting option that can help you manage high volumes of calls while not having to increase your staff size or buy more expensive hardware like headsets, phone lines, landlines and more.

Facts show that many businesses globally are turning to call center providers over in-house employees due to the benefits they offer, including better customer service, greater data analysis capabilities, and improved security. It helps a business reduce costs, improve the quality of products and increase the speed of its operations.

Learn more about what a BPO call center does, the benefits of this modern service, and why it’s important for your company. 

What is a BPO Call Centre?

Almost 54% of all companies use third-party support teams to connect with customers – Fortunly

BPO is a type of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider.

It is a cost-effective way for large organizations to provide a high-quality level of customer service to their customers.

As technology has become more advanced, it is fairly common for BPO call centers to provide 24/7 customer service to their clients.

What are the Benefits of BPO Call Centre?

BPO is in the process of outsourcing a business process to a third party. The process can be anything from manufacturing and back-office operations to customer service.

It can be outsourced to any country in the world depending on the requirement and is more common than ever today.

BPO has many benefits that can be easily experienced when done correctly.

A lot of companies rely on BPO to handle their customer service, for example, as it cuts down on costs and time spent on projects, freeing up resources to complete other tasks.

They can also control the quality of their service as they work closely with their outsourced companies.

Plus, they can often offer better services than they could otherwise. It’s also a great way to offer customer service in multiple languages as well as in multiple countries. It’s a great way to get your brand name out there while providing a better service.

BPO Call center services are used in many industries including retail, insurance, financial services, and healthcare. It can be broken down into three main categories: inbound, outbound, interactive voice response (IVR), and more.

  • An inbound call center handles inbound telephone calls and emails, while an outbound call center handles outbound telephone calls to promote a business or service.
  • An interactive voice response center is a call center that uses pre-recorded audio to provide instructions and messages to callers.

Inbound Services:

    • Customer Support:

Businesses that sell complex products or plans often receive a higher-than-average number of inbound customer support inquiries because clients may have questions or would like to receive certain updates.

For example, a company that is responsible for providing health care such as medications and treatment plans might receive hundreds of calls a day from customers who are looking to clarify their benefits.

Larger corporations often rely on entire teams of agents dedicated solely to managing these types of incoming support calls. This type of employment is usually outsourced to BPO call centers to reduce overall operating costs.

Also, larger companies with regulated plans and services have automatically updated knowledge bases that are shared with BPO sales agents. These resources make it easy for BPO sales associates to become certified in no time at all.

    • Processing Order :

While it is true that some customers still prefer to place their orders by phone, there are ways for product managers to reduce the amount of time this takes. One solution is to opt for a business process outsourcing (BPO) call center that specializes in making phone calls, also entering customer information in your CRM, taking payment information, sending orders to fulfilment, and so on.

If a business hires a BPO center, this means that they don’t have to employ manpower specifically for taking and placing phone calls because these other parties take care of it instead.

Product managers who want fewer orders placed over the phone can opt to add upsell options such as online stores or apps overall so buyers can choose whatever method works best for them without having to pick up the phone and deal with calling somebody on staff directly at an organization’s facilities.

    • Dispatch Agents:

Customers who call a business to inquire about its services are handled by dispatch agents. For example, a cab company gets dispatch calls from clients looking to book a cab. Upon receiving the dispatch, the agent will notify a corresponding driver to complete the service as requested by the client.

In the case of travel, a call might come in asking for a recommendation for a hotel in a different city that the client is planning to visit. The dispatchers will assist clients in booking flights, hotels, and car rentals over the phone.

With this system, you will not have to worry about paying employees on a slow day when there are fewer dispatch calls. It is also possible to cover odd hours with BPO call centres to ensure customer service requests are not missed.

Outbound Services:

Telemarketing Telesales:

When it comes to marketing, some people think of telemarketing as an old and outdated practice that’s just not effective anymore. However, statistics show that outbound calls are still a popular way for businesses looking to grow their leads to reach out to prospective customers. But to reap the rewards of using this strategy, you need experienced call center representatives who know how to find and close sales in a conversation.

The right customer agents can help maximize your return on investment through their business acumen and efficient verbal skills. With their experience closing deals on the phone, these experts can tailor the presentation of your mission statement so it resonates with the person you’re talking to based on certain triggers they may have picked up during their interactions with others.

Telesales is a super simple process that has been around for decades and still serves many different industries. This involves selling over the phone, typically to predetermined leads with whom a salesperson calls out via telephone.

This differs from telemarketing because the prospect has not been found through cold calling or pay-per-click advertising. It also differs from telemarketing in that the salesperson is attempting to nurture the lead over the phone before reaching an actual close.

There are plenty of reasons why companies decide to outsource their needs in terms of telesales, most of them being related to monetary value – outsourcing these needs can substantially cut overhead costs and even generate more profit for the company if done correctly!

Bottom Line:

Your company’s ability to effectively provide outstanding customer service during this crucial but often overlooked part of the sales process can make all the difference in establishing and growing your brand.

The fact of the matter is that some businesses simply don’t have the resources or bandwidth to keep wait times short, resolve tickets quickly, or provide their customers with IT support as and when needed.

If that’s the case for you, then outsourcing that crucial element to a BPO centre might not be such a bad idea if it means bringing in someone who knows exactly what they’re doing when it comes down to providing high-quality support without having to take time and resources away from product development and marketing, work that tends to bear more fruit over time.

Author Profile

Rajesh Ramachandran
Rajesh Ramachandran
Expertise in regulatory and product compliance with over 15+ years of industry experience. Rajesh is an experienced business operations manager who provides his clients with integrity, knowledge, and strategic support on issues including regulatory and product compliance.

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