Difference between BPO and Call Center

When it comes to outsourcing business services, you may have heard the terms “BPO” and “call center” used.

The main difference is that BPO refers to outsourcing business processes while call center refers specifically to outsourcing customer service operations.

Before we move to the differences, let’s understand what are BPO and Call Center:

  • BPO: BPO stands for Business Process Outsourcing and refers to the practice of outsourcing various business processes to a third-party provider. These processes may include customer service, technical support, human resources, accounting, and more.
  • Call Center: A call center, on the other hand, is a type of BPO that specializes in handling customer service and support calls for client companies.

Also check:

BPO vs Call Center

Now, let’s move to BPO vs Call Center:

Major differences between BPO and Call Center

BPO Call Center
A BPO provider may handle multiple processes for a client company. A call center is focused specifically on customer service.
BPO providers may offer a range of services. Call centers are specialized in customer service.
BPO providers may have a wider range of clients and industries they serve. Call centers may be more industry-specific.
BPO providers may offer long-term contracts. Call centers may offer short-term contracts based on seasonal demand.
BPO providers may handle both inbound and outbound customer communication. Call centers primarily handle inbound customer calls.

 

That’s it.

Note that sometimes, the question might also be asked as “distinguish between BPO and Call Center”.

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Final words

BPO and call center are both types of outsourcing services that can be used by companies to manage their business processes and customer service operations.

While BPO providers may handle multiple processes for a client company and may offer a range of services, call centers are specialized in customer service and primarily handle inbound customer calls.

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