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Business Process Outsourcing (BPO) is the practice of hiring a third-party provider to perform specific business functions. In the call center industry, BPO typically means outsourcing customer service and other front-office functions. Customer support is the single biggest BPO category, accounting for roughly a third of the global outsourcing market, which is valued at more than $300 billion annually.
BPO agents frequently switch between client programs or handle several at once, which multiplies the number of scripts, compliance rules, and brand voices a single agent has to hold in their head. Standardized, scalable training and QA tools, like Zenarate Perform and Analyze, matter more in a BPO than in a single-brand contact center, since the alternative is inconsistent quality across every client program.
A BPO typically needs to onboard agents faster and more repeatedly, since agents may rotate across client programs, and needs to maintain distinct standards per client rather than a single unified brand voice.
A client SLA is the specific performance target, response time, quality score, AHT, a BPO has agreed to hit for one particular client's program, separate from the BPO's own internal operating standards.
No, typically each client program has its own scorecard and compliance requirements, which is one reason standardized, configurable QA and training tools matter more in BPO environments.
Related Terms: Client SLA, Contact Center Management, QA Automation
Learn more: See how Zenarate helps BPOs standardize training and QA across multiple client programs. Get a Demo
VP, Customer Success