Call centers play versatile roles across various industries, with their functions changing based on the needs of each company. Some handle customer service inquiries, while others facilitate internal communication among employees. Depending on your company’s size, budget, and needs, your core team might lack the capacity to manage all inbound calls. In such scenarios, outsourcing certain tasks to a specialized call center, known as business process outsourcing (BPO), becomes a viable solution. Let’s explore some common tasks companies outsource and how they leverage BPO.

Customer Service Excellence

Customer service is arguably the most prevalent function of inbound call centers and one of the most frequently outsourced tasks. Large companies often face a high volume of customer inquiries, necessitating a sizable team of agents. Hiring a large team of full-time, locally-based employees can be prohibitively expensive. Outsourcing to BPO call centers, where labor costs are typically lower, allows companies to save money while ensuring ample staffing. This benefits both the company and the customer, as it reduces wait times and improves service quality.

Efficient Order Processing

Although less common today, some customers still prefer placing orders by phone, and certain transactions cannot be completed online. Order processing can be tedious and time-consuming, making it another task ripe for outsourcing. By utilizing a BPO call center for inputting customer information, processing payments, and placing orders, companies can free up their internal resources to focus on core activities like product development, research, and marketing.

Streamlined Dispatch Services

An often overlooked function of call centers is dispatch services. These can be internal, where representatives or technicians call in for assignments, or external, where customers request services. The need for dispatch services is typically time-specific, making it inefficient to employ full-time staff for these roles. Outsourcing dispatch services to a BPO call center allows companies to allocate resources more effectively, using services only when needed.

The BPO Advantage

BPO call centers can be the most cost-effective choice for companies while offering advantages to customers. Whether you are considering outsourcing or operating a BPO call center, CallShaper provides an excellent platform for optimizing call center operations. To learn more about how CallShaper can enhance your call center’s efficiency, request a demo today.