If your call volume starts to outgrow your current in-house solutions, consider outsourcing to a BPO call center. A BPO company can set up a call center to handle some or all your inbound or outbound calls.
Outsourcing can streamline your internal operations to make your business more efficient. You can also improve customer service and free up resources. However, working with a BPO call center is also a large undertaking.
Before partnering with a BPO company, you should learn more about these outsourcing services and how they work. Here is what you should know about BPO call centers.
What is a BPO call center?
A BPO call center is a business that manages and executes customer contact or service functions. They are typically outsourced to companies that specialize in providing call center solutions such as inbound customer service, outbound cold calling, live chat, emails, or other forms of interaction.
BPO stands for business process outsourcing. It refers to the outsourcing of important business operations.
Call centers are just one example of the operations that BPO companies can handle. Companies outsource everything from customer service and sales to tech support and data entry. With a BPO call center, you get a dedicated team of agents to field calls for your business.
What Is the Difference Between BPO and Call Center?
A BPO is a company that provides outsourcing solutions. A call center is a facility that makes and receives phone calls. Businesses may rely on internal or outsourced call centers.
An internal (in-house) call center requires a business to maintain space, equipment, and staff. This includes leasing or buying office space, purchasing telecommunications equipment and workstations, and hiring and training workers.
When you work with a BPO call center, you outsource inbound and/or outbound calls. Instead of calls going directly to your in-house staff, calls are sent to an outside agency. The agents working on your behalf follow the specific operating procedures that you provide.
Outsourced call centers are managed by a third party, such as a BPO. A BPO company already possesses the equipment, facilities, and staff needed for contact center operations in virtually any industry. They can also easily scale the size of their call center as your business grows and receives more calls.
What Are The 3 Main Types of Call Centers?
The three main types of call centers are inbound, outbound, and blended call center. An inbound call center handles incoming calls from customers. An outbound call center makes outgoing calls to customers. The blended also called the two-way call center handles both.
Inbound BPO Call Center Services
Inbound BPO call center services are used to handle customer interactions via phone, email, chat, and social media. They are also the most common form of call center services. Inbound call centers typically assist with the following customer service functions:
Customer Support
Customer support is often the first line of contact between customers and your business. Outsourced contact centers can enhance customer satisfaction by ensuring that every inquiry is addressed in a timely manner.
Technical Support
Technical support requires staff with specialized training and skills. An outsourced call center saves you the hassle of building a support team with the necessary qualifications. You can provide customers with fast, effective solutions for their technical problems.
Reservations and Orders
Inbound call centers can also handle reservations and orders. Providing customers with efficient phone ordering decreases the risk of mistakes that could result in lost sales.
Inbound Telemarketing Services
Inbound telemarketing services are another common use for inbound contact centers. Experienced telemarketers can boost sales by upselling and cross-selling products during inbound sales calls.
Outbound BPO Call Center Services
An outbound BPO call center service is a type of contact center where the customer support representatives contact potential customers in order to generate leads or sell products or services. Outbound call centers are often outsourced because they can be very time-consuming and tedious, so it makes sense for companies to outsource this work to specialized third-party providers. Outbound calls are often used to conduct market research or sell a specific product. Common outbound BPO call center services include:
Lead Generation
Lead generation involves contacting potential sales leads to create more sales opportunities. Specialized call center agents can contact potential leads to keep them moving through your sales pipeline. This helps save your internal sales team from spending time qualifying leads and completing cold calls.
Surveys and Feedback
Surveys and feedback are useful for gaining more insight into the minds of your target customers. Outbound BPO call centers can contact customers to obtain feedback. You can then use the data to better serve your customers and generate more sales.
Appointment Setting
Appointment setting services ensure that your clients keep their appointments. It also saves your front office time and energy. You no longer need to devote resources to follow up with clients and schedule meetings. As with appointment setting services, event registration helps increase attendance.
Event Registration
Reaching out to people who are interested in events can be an intense and difficult task. With Outbound Call Center for Events, you can get the help you need without spending endless hours on the phone. Using an outsourced contact center for your event registration campaign will allow you to create a more robust marketing campaign for your event. This can help increase the number of attendances, which in turn will lead to increased revenue.
Outbound Sales
Outbound BPO call centers are also frequently used for sales and upselling. Skilled call center specialists can complete sales calls and recommend products to customers to upsell more items. Outbound BPO services can also be tailored to your specific requirements. For example, you may need the outbound sales team to coordinate with a sales manager or handle certain stages of the sales cycle. An experienced BPO can develop an outsourcing agreement that covers your needs.
Blended or Two Way BPO Call Center
If your business needs a way to improve the efficiency of your phone calls, a blended call center is probably a perfect fit for you. A blended call center is capable of handling both incoming and outgoing calls. This makes it easier to manage your calls and allows agents to make and receive calls as demand and strategy dictate. There are many companies that offer this service but not many actually provide what they claim. This is why it’s important to find a reputable, trustworthy company that can provide your business with the service it needs.
Advantages of Using a Call Center BPO
Outsourcing is commonly used to address the limitations of your current operations. It keeps you from needing to devote internal resources to scaling your contact center capabilities. Some of the main advantages of working with a BPO call center include:
- Reduce operating costs
- Save time and labor
- Handle call overflow
- Increased scalability
- Efficient customer service
Here is a closer look at how these benefits may help your business.
Outsourcing a Call Center Reduces Costs
Outsourcing a contact enter helps reduce your costs. Compared to increasing the size of an in-house contact center, BPO call centers save money related to:
- Equipment
- Office space
- Training and hiring
- Labor
When you outsource your contact center, you do not spend money on equipment and office space. The fees are based on the size and volume of your contact center and any other special requirements, such as specialized training.
Outsourcing Saves Time and Labor
Along with saving money, BPO call centers help save time and labor. Your in-house staff can spend less time answering calls and more time completing essential tasks. This can help ease the stress of the workplace, resulting in happier, more productive employees.
You can also get an outsourced call center up and running faster compared to an in-house one. Leasing additional office space, acquiring equipment, and training staff can take months. An experienced BPO provider can offer faster solutions to prevent any disruptions in your services.
Outsourced Call Centers Handle Call Overflow
Does your business experience increased call volumes during certain times of the year? The sudden increase in calls may result in lost sales or customers. Outsourcing can help handle the call overflow.
You can deal with spikes in calls during the holidays or sales events. Outsourcing keeps your staff from becoming overwhelmed with calls during peak times.
Outsourcing Offers Greater Scalability
Compared to increasing the size of an in-house call center, outsourcing is highly scalable. You can easily increase the size of your outsourced contact center to continue meeting your needs as your business grows.
Using scalable call center solutions makes your business more flexible. You have fewer details to worry about as you plan your expansion into new markets.
Outsourced Call Centers May Boost Customer Service
Whether you need inbound or outbound call center solutions, the advantages of outsourcing can help deliver better customer service. You increase your ability to provide answers to customer queries and complete sales orders more efficiently. These benefits lead to greater customer satisfaction, which can have a lasting impact on the success of your business.
Disadvantages of Using a Call Center BPOs
Working with a reputable BPO company provides many advantages. However, you may also face several possible disadvantages if you fail to select the best outsourcing provider.
One of the challenges of call center outsourcing is quality assurance. Managing a team that operates in another country makes it difficult to monitor every aspect of its operations.
You can avoid any potential drawbacks of working with a call center BPO by selecting the right partner. Selecting an experienced BPO can ensure you receive tailored services that address your biggest concerns.
Overall, the pros of using a call center BPO outweigh the cons, making this an effective strategy for businesses of all sizes.
How to Outsource Your BPO Call Center
The outsourcing process varies depending on the BPO provider that you work with. At Digital Minds BPO, we offer a streamlined approach to getting your contact center up and running quickly. Here is how it works:
- You provide details of your outsourcing requirements
- The BPO provider recruits skilled and talented professionals
- The BPO provider manages the daily operations
- You receive daily reports from your remote staff
Identify What Your Business Needs
Outsourcing your call center can be a great way to improve your customer service and save on costs. However, it is important to identify your needs before you begin the process of finding and hiring a contact center. Once you know what you are looking for, you can start researching BPOs (business process outsourcing) companies that offer call center services.
When choosing a BPO to handle your contact center needs, it is important to review qualifications. Learn more about your future partner to ensure that they are the right fit. Some of the details to consider before working with a BPO include:
- The type of call center services you need
- The anticipated call volume
- The location of the contact center
- The need for specializations
Look For a BPO Vendor That Specializes In What You Need
There are a variety of BPO call centers available and it is important to find the right one for your needs. When looking for a BPO vendor, be sure to ask about their experience in your industry or with your type of customer service. Also, make sure that they have the resources to handle your call volume.
The right BPO provider should be able to handle any of your requirements, including inbound and outbound calls. They should also have the capacity to deal with a large volume of calls.
Make Sure Their Data-Security Procedures Are Up To Par
It is important to make sure that the company you choose has up-to-date data security procedures in place. This will help protect your confidential information and ensure that your customers’ data is safe.
If you want to explore BPO call center outsourcing for your business, contact the experts at Digital Minds BPO. We are based in the Philippines, which is the leading source of skilled call center employees. We can address your needs at an affordable price. Contact us today to learn more.
Why Should You Outsource Your Call Center?
There are many benefits to outsourcing your call center. The main reason is that it can save you thousands of dollars. If you have a contact center in-house, you will have to pay for the space, equipment, and employees. The more employees you have, the more expensive it will be.
By outsourcing, companies can often see an increase in productivity due to the specialization of the contact center. In addition, outsourced call centers often have more up-to-date technology and are better able to manage customer inquiries.
Businesses often choose to outsource their call center activities because it allows them to focus on more specialized tasks. By outsourcing, you can leave the customer service and support to a company that is experienced in that field. Finally, it allows you to scale your operations up or down quickly in response to fluctuations in demand.
Outsource Your Call Center To A Trusted BPO Company
Outsourcing your call center to a reputable business process outsourcing company can help increase your profits while also letting you focus on other areas of your business that need your attention.
If you want to explore BPO call center outsourcing for your business, contact the experts at Digital Minds BPO. We are a call center based in the Philippines, which is the leading source for skilled call center employees. We can address your needs at an affordable price. Contact us today to learn more.