What Is a BPO Call Center?


Quick Answer

Business process outsourcing is the contracting of a specific business process to a third-party service provider, usually as a cost-cutting measure, according to TechTarget.com. BPO has two main categories: front office and back-office outsourcing. Call or contact centers are among the front-office type of BPOs, along with other customer related services such as marketing and tech support.

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Full Answer

The BPO back office outsourcing includes internal company functions such as finance and accounting. Both outsourced front- and back-office business processes usually involve the types of tasks that the company requires but do not necessarily affect the company's position in the marketplace.

Call centers typically refer to a centralized office where a large volume of inbound or outbound calls by a company is handled and processed by customer service representatives or tech support. Inbound calls to a call center are usually from customers seeking product information or support. Outbound calls from a call center are mostly made by agents for telemarketing purposes, debt collection and market research.

India is the world leader when it comes to the BPO industry as of 2015, according to Forbes.com. The country offers a labor pool of highly skilled, cost-effective and English-speaking workers. Accenture is one of the leading outsourcing companies, with about 80,000 employees in India.

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