The World of Business Process Outsourcing

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Business Process Outsourcing as a brief

A BPO call centre is a team of outsourced agents who handle incoming, and outgoing customer calls for other businesses.BPO stands for “business process outsourcing,” which is the act of outsourcing some aspect of your business’s operations to a third-party vendor or service provider. There are numerous BPO call centre companies, dealing with almost every segment of businesses. 

If your business doesn’t have the bandwidth to adequately handle all your inbound and outbound calls, you may want to consider outsourcing. Read on to learn how a BPO call centre can step the in and provide excellent support.

Inbound BPO call centre services

To some, the scheme of outsourcing inbound call services may seem like a risky move. After all, outside agents simply aren’t as knowledgeable as salaried employees when it comes to your company and its products.

But quickly getting up to speed is what BPO call centre agents are trained to do. They’re experts at adapting to another company’s processes and help desk tools to quickly reference the resources needed to assist customers with support questions. Plus, most BPOs use their advanced call centre technology, which enables their agents to execute on a company’s existing processes with higher efficiency and ROI.

Let’s take a look at some specific types of inbound calls and how BPO call centres are equipped to handle them.

  • Support questions

Businesses that advertise complex products or plans tend to receive a higher-than-average number of customer support inquiries. Health care companies, for example, might receive hundreds of calls a day from customers who have questions about their benefits.

Big corporations that serve a large volume of customers often rely on entire teams of agents dedicated solely to managing these types of inbound support calls. This work is often outsourced to BPO call centres because the cost of labour is less.

  • Order processing

Several customers still prefer to place their orders by phone. But processing these purchases can be time-consuming—entering customer information in your CRM, taking payment information, sending orders to fulfilment, and so on.

  • Dispatch

Dispatch agents handle incoming calls from customers requesting a business’s service. A cab company, for example, will get dispatch calls from clients requesting to book a car. The agent getting the dispatch call will then inform a driver to fulfil the service.

Outbound BPO call centre services

While an inbound call centre agent’s job is to answer the phone, outbound call centre agents are the ones making the calls. Outbound call centre services are often outsourced because of how time-consuming and tedious they can be. For example, a business might call thousands of people before they get enough responses to complete a market research survey.

  • Telemarketing

While telemarketing has historically gotten a bad rap, many companies consider it a highly effective and cost-efficient strategy for generating new leads. Unfortunately, telemarketing can yield a low ROI if your agents aren’t experienced in the art of the cold call.

  • Market research

Businesses often conduct over-the-phone surveys to learn more about their customer base. The data gained from market research can reveal a number of valuable insights: what resonates with shoppers, their top pain points, and so on.

Use a BPO call centre to deliver excellent customer service

Your ability to deliver a positive customer service experience can make or break your business. The fact of the matter is, not every business has the resources or bandwidth to keep wait times short, resolve tickets quickly, or provide the IT expertise customers expect.

In those cases, the most reliable way to deliver that kind of service is to outsource it to the experts. With a BPO call centre, you can ensure that your customers receive high-quality support without having to take time. 

Windup

Outsourcing call centre operations are a great way to cut costs and focus on your business core competencies. Once you do, you’ll be able to take your business to the next level and satisfy more customers to bring in more revenue.