Contact Center Glossary


What is Business Process Outsourcing (BPO)?

Business Process Outsourcing (BPO) refers to the practice of hiring third-party service providers to perform specific business functions. In the context of the call center industry, BPO involves outsourcing customer service and other front-office functions to a third-party provider.

Front-Office Functions Frequently Outsourced in BPO

Call center outsourcing is the most common form of BPO in the front-office. The primary functions outsourced in call center BPO include:

  • Customer Service: Outsourcing customer service is the most common form of BPO. Customer service includes answering customer queries, handling complaints, and providing support to customers.
  • Sales and Marketing: Outsourcing sales and marketing functions involves lead generation, telemarketing, and other promotional activities.
  • Technical Support: Outsourcing technical support involves providing assistance to customers with technical issues related to a company’s products or services.
  • Back-Office Support: Outsourcing back-office support functions includes administrative tasks such as data entry, record keeping, and payroll processing.

Common Benefits of BPO

There are several benefits to outsourcing front-office functions to a third-party provider. Some of the most common benefits include:

  • Cost Savings: Outsourcing front-office functions can lead to significant cost savings for companies. Third-party providers are often able to provide the same services at a lower cost due to economies of scale.
  • Improved Efficiency: BPO providers often specialize in specific business functions, allowing them to provide higher-quality services with greater efficiency.
  • Access to Skilled Professionals: Outsourcing front-office functions allows companies to access a pool of skilled professionals without the need for extensive recruitment and training.
  • Improved Customer Experience: BPO providers often use advanced technologies such as simulation training, AI coaching, and data analytics to improve the customer experience.

Improvement in Customer Experience through BPO

One of the most significant benefits of BPO in the call center industry is the improvement it can bring to the customer experience. BPO providers can use various tools and technologies to enhance the customer experience, including:

  • Simulation Training: BPO providers can use simulation training to train call center agents in a virtual environment, allowing them to practice handling different scenarios and providing better customer service.
  • AI Coaching: BPO providers can use AI coaching to provide real-time feedback to call center agents, allowing them to improve their performance on the job.
  • Data Analytics: BPO providers can use data analytics to track customer behavior and preferences, allowing them to personalize the customer experience and provide targeted recommendations and solutions.


In summary, Business Process Outsourcing (BPO) is a common practice in the call center industry, with customer service being the most frequently outsourced function. BPO offers several benefits, including cost savings, improved efficiency, access to skilled professionals, and improved customer experience. BPO providers can use various technologies such as simulation training, AI coaching, and data analytics to enhance the customer experience and provide better services to their clients.

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