Questions and hesitations about BPO Call Centers are common. This article aims to dispel some of the confusion.
When it comes to managing businesses, efficiency is the name of the game. Business success comes from achieving those efficiency points.
To help reach this goal, many businesses look to BPO services or “Business Process Outsourcing” services. Business Process Outsourcing is a method for subcontracting various business-related operations to third-party vendors.
While there are different aspects of a business that can be outsourced, one that can be done at a highly effective rate is through outsourcing call center services.
BPO Call Centers
But first, what is a BPO Call Center? And what are the services provided? A BPO call center (often referred to as contact center) is a team of outsourced agents who handle incoming and outgoing customer calls for other businesses.
Outsourcing your call center needs to a BPO Service provider might feel risky at first. Luckily, BPO Call Center Agents are well equipped to adapt to new training/learning methods quickly and adjust to the business model of the main company.
Agents can adapt quickly to new business processes. In fact, they’re experts at it. Plus, many BPOs use their own advanced call center technology. This enables their agents to execute on a company’s existing processes with higher efficiency and ROI.
Answernet’s BPO service provides specialty-style services found in smaller firms, but with the infrastructure of a large company. These services and solutions range from dedicated to shared environments – all designed to maximize your productivity and minimize your costs.
Inbound vs. Outbound
BPO Call center services fall into two categories, outbound and inbound.
For Inbound, trained BPO agents generally respond to inbound calls and messages as they come in. Agents can reply to calls/texts/emails, and can handle a wide array of issues. From basic IT problems (like password reset), answering common support questions, processing orders, or even dispatching requests (like taxi cab services).
Hiring a BPO call center service is a great way to help businesses avoid the hassle of staffing the right number of agents to handle volume, especially when volume can be sporadic.
BPO call center services also offer Outbound support. These services vary from agents setting appointments for customers, doing market research, or even telemarketing and telesales.
An efficient BPO sales team will often achieve higher sales at just a fraction of the cost. It’s a service highly sought after by both big businesses (who have high demand) and small businesses (those who do not have the bandwidth or resources to commit to this area).
For more information on outbound sales type services, please visit Answernet BPO Sales Page.
Quality Control
For many businesses, a common concern regarding a transition to BPO call center services is in regards to the quality of the work. Concern that the quality of work will drop as they are relying on using a third party provider to help the company achieve business goals.
This is a valid concern and it is why when it comes to choosing a BPO provider, due diligence must be done to choose a BPO provider that actively strives for full calibration with business goals throughout the contract.
For example, with Answernet BPO Service, there will be scheduled QA collaboration meetings in which they provide detailed reports on the effectiveness of the service. Hearing live calls and reading transcripts are both features offered to help businesses determine just how successful the agents are.
Answernet prides itself on being able to easily adapt to new needs and integrate changes as soon as possible.
If you’re interested in finding out if a BPO call center service is right for your business, contact our experts today to see how Answernets BPO Call Center Service can help you reach your business goals. Click here to find out more!
