Outsourcing is generally classified as an organization entering into a contract with another organization to manage and operate one or more of its business processes. Business process outsourcing is often classified as a back office outsourcing that involves business transactions like financing and accounting, human resources and also front office outsourcing such as customer related services like contact center services.
Technology nowadays are very innovative and so much advanced, yet most companies, businesses or even enterprises choose to outsource their business functions, partially or entirely to an external service provider. Business sectors usually outsourced include real estate, accounting processes, human resources and information technology. However, most companies prevalently outsource customer support and call center functionality such as customer service, telemarketing, web designing, web development, CAD, virtual assistance, marketing research and many others.
BPO services are equipped with highly efficient and abreast facilities that can satisfy client’s needs and expectations. New facilities are more likely to have developed of a BPO service provider like IVR, ACD, voice logging, predictive dialer software, fax on demand and soft phone.
BPO services mostly consist of three category, these categories are inbound, outbound and back office. They are supported and enforced by proficient and well-trained agents that assist, manage and provide help with the whole business transactions through abundant outbound and inbound call services. Call center agents are intellectually groomed by prolific and intelligible superiors, informing them all about phone etiquette or in proper handling of clients over the phone and in assisting calls regarding to surveys, lead generation, lead verifications, sales and collections.