BPO, Call Center, Contact Center: What’s the Difference?
Learn the difference between BPO, call center, and contact center. BPO (Business Process Outsourcing) is a partnership between two companies, while a call center is an office where agents make and receive calls. A contact center deals with calls, emails, chat support, and other non-voice skills. Understand the distinctions and how they impact customer support.
BPO, Call Center, Contact Center: What's the Difference?
Topics
- Difference between BPO and call center
- Definition of call center
- Definition of BPO
Video summary
In this video, the speaker discusses the difference between BPO and call center in the Philippines. She explains that a call center is an office where call center agents make and receive calls, while BPO (business process outsourcing) is a partnership between two companies where one company hires another company to handle tasks like customer service. The speaker also points out that BPO doesn't always involve a call center and that a call center doesn't always fall under BPO. She clarifies that in the Philippines, the largest industry of BPO is the call center, but BPO can involve different types of skills. Additionally, the speaker mentions the difference between contact center and call center, stating that a contact center deals with calls, emails, chat support, and other non-voice skills.
Video transcript
hi everyone i'm sheena and in today's
video
we're going to talk about the difference
between bpo
and call center in the philippines a lot
of people think that
bpo and call center is one and the same
but it's actually not the case there's a
difference between the two and in this
video i'm gonna explain that
first let me explain what a call center
is call center is basically just
an office where call center agents make
and receive calls that's it it's like a
headquarters where
um call center agents sit in their
cubicle put on their headset
and make and receive calls that is the
very definition
of a call center and now what is bpo
bpo means business process
outsourcing it's like a partnership
between two companies
uh let's say that company a here
has a business right let's say that she
owns
an online shopping store the thing about
online shopping store is that customers
call to ask about their orders about the
delivery of the orders
of product information returns and
refunds the problem is
company a here doesn't want to deal with
the customer service
aspect of the business in this case
company a
hires another company which is company b
company b by the way is a call center it
specializes on
customer service which means answering
and helping customers
over the phone so in this case company a
hires company b
to do the customer service task for them
and company a pays for company b
to do just that now the process itself
is called
bpo or business process outsourcing it's
like
the company a is assigning a task to
company b so that
company a could focus on things that it
wants to do
now let's discuss the difference between
bpo and call center because there's
obviously a difference so the difference
is that bpo
does not have to always be a call center
the company b
here could be a group of virtual
assistant could be a company of
graphic designers computer programmers
any any type of skills just because it's
called bpo doesn't mean it's always a
call center and also guys i just want to
point out that call center
does not have to be a bpo let's say for
example that company
a here doesn't want to give the task
to another company maybe company a is
just okay with handling customers on her
own
she doesn't really need any help from
company b to do the customer service
task for her business so in this case
the call center in this company a is
just a call center
but it's not under a bpo so the reason
why
bpo and call center are considered
synonymous in the philippines is that
here in the philippines
uh the the largest industry of bpo
is the call center that's it but it
doesn't really mean that call center is
bpo itself no bpo could involve
different types of skills and call
center is just one of them
that's it so another common term that
you probably
hear is contact center what is the
difference between contact
center and call center well it's very
easy call center just takes
and receive calls while contact center
deals with
a lot of things it deals with calls it
deals with emails and chat support and
any other skills that are non-voice
contact center is more diverse okay guys
that is all for today if you have any
questions
comment down below and i will make a
video of them in the future
bye
Dig Deeper
The Difference Between BPO and Call Center in the Philippines
In this video, we will discuss the difference between BPO (Business Process Outsourcing) and a call center in the Philippines. Many people mistakenly think that BPO and call centers are the same, but they are actually different.
First, let's define what a call center is. A call center is an office where call center agents make and receive calls. It is like a headquarters where agents sit in their cubicles, put on their headsets, and handle calls. This is the primary function of a call center.
On the other hand, BPO refers to business process outsourcing, which is a partnership between two companies. For example, let's say Company A owns an online shopping store. Customers call this store to inquire about their orders, delivery, product information, returns, and refunds. However, Company A may not want to handle the customer service aspect of the business.
In this case, Company A can hire Company B, which specializes in customer service. Company B could be a call center or a group of virtual assistants, graphic designers, computer programmers, or any other skilled professionals. Company A pays Company B to handle the customer service tasks so that Company A can focus on other aspects of their business.
The process of Company A outsourcing its customer service tasks to Company B is called BPO. It is like assigning a specific task to another company so that the first company can concentrate on its core activities.
The main difference between BPO and a call center is that BPO does not always have to be a call center. Company B can provide various types of skills and services, not just call handling. The term "BPO" is often associated with call centers in the Philippines because the call center industry is the largest segment of the BPO industry in the country. However, it is important to note that a call center does not necessarily have to be part of a BPO.
Impact on Customer Support
The use of BPO and call centers in customer support can have a significant impact. By outsourcing customer service tasks to a specialized company, businesses can ensure that their customers receive prompt and efficient support. This can lead to higher customer satisfaction and retention.
BPO allows companies to allocate their resources more effectively and focus on their core competencies. By entrusting customer service to experts, businesses can streamline their operations and improve overall efficiency.
Contact centers, which are more diverse than call centers, can handle various types of customer interactions, including calls, emails, and chat support. This allows businesses to provide customers with multiple channels to reach out for assistance, improving accessibility and convenience.
In conclusion, understanding the difference between BPO and call centers is essential, as it can help businesses make informed decisions when it comes to outsourcing customer support tasks. BPO provides opportunities for businesses to delegate specific tasks to external experts, while call centers focus primarily on handling calls. Both have their advantages and can significantly impact customer support in a positive way.
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