Two approaches to customer service outsourcing

In today’s business environment, the use of business process outsourcing (BPO) has become a common practice to optimize operational efficiency and improve customer service. However, there is often confusion between what activities a contact center BPO performs and what a call center BPO performs.  In this blog post, we will explore the key differences between these two types of outsourcing and how they can benefit a company’s business partners.

Communication approach

The main difference between a call center BPO and a contact center BPO lies in their communication approach. The former focuses primarily on telephone answering, handling and making inbound and outbound calls on behalf of the hiring company. On the other hand, a contact center BPO broadens its scope and focuses on multiple communication channels, including phone calls, emails, live chat, social media and more. The main objective of a contact center BPO is to offer a multichannel or even omnichannel experience to meet the communication needs of customers across multiple channels.

Scope of services

A Call Center BPO usually focuses on specific activities related to telephone answering, such as receiving customer inquiries or complaints, resolving technical support queries, taking orders or handling collections. On the other hand, a contact center BPO offers a broader range of services, including email management, live chats, social media interactions, technical support and back-office services. The goal is to provide comprehensive and personalized attention across all communication channels.

Focus on customer experience

While both BPOs seek to provide exceptional customer service, the focus on customer experience (CX) can vary. In a call center, the main focus is on ensuring friendly attention over the phone, resolving queries and providing satisfactory service. On the other hand, a contact center strives to provide a seamless and consistent multichannel experience across all touch points, using advanced technologies and customized strategies to meet individual customer needs in each channel.

For example: a user may contact you via social media to report a fault in your telephone service, receive attention via social media and, when no results are obtained, contact the company again, but now via telephone. The omnichannel experience can allow the user to receive a more personalized service.

Technology and tools used

Both types of BPOs use advanced phone systems, call recording and contact management tools. However, a contact center BPO can use a wider variety of technology tools to support multi-channel care, such as chatbots, omnichannel routing systems, real-time data analytics and ticket management systems. These technologies enable more efficient and personalized care across all communication channels.

Strategic approach

A call center BPO is generally used to efficiently manage existing customer service operations, reduce costs and improve productivity. On the other hand, a contact center BPO focuses not only on operations management, but also on continuous improvement of CX through the implementation of improvement strategies and the use of innovative technologies. The goal is to deliver exceptional customer service and differentiate in the marketplace.

In summary, while both types focus on providing customer service, there are key differences between Contact center BPO and Call Center BPO. Business partners should evaluate their specific needs and objectives to determine which of these two options best suits their requirements.