What is BPO?
- Business Process Outsourcing
- Delegation of services to a 3rd party that supports global companies in Customer Service
 
Why Companies outsource?
1. Cost Efficiency
    - Reducing Labor, training, and operational expenses
 
2. Specialized Expertise
    - Accessing skilled professionals and advanced tools
 
3. Scalability and flexibility
    - Adapting quickly to changes and demand
 
4. Focus on core business
    - Freeing resources to prioritize growth
 
Call Center Business Types
- Voice: Phone Calls
- Non-Voice: Email, chat, back office
- Blended: Mix of both
 
    Inbound                  vs                  Outbound
Customers call you                          You call customers 
(Support, Billing)                  (Outreach Campaign, Manual Callback)
 
Key Terminologies
AHT       - Average Handling Time
CSAT      - Customer Satisfaction
FCR       - First Call Resolution
Adherence - Adherence to Schedules
QA        - Quality Assurance
SL        - Service Level
 
 
How Call Center Works
Customers > Queue via Advocates
 
           Client
      BPO Executives
 
Support        Operation Managers
                  Team Leaders
                   Advocates
 
Support Teams
WFM      - Workforce Management
QA       - Quality Assurance
Training - Onboarding
OPS      - Manages day-to-day performance
HR       - Handles Employee relations, payroll, benefits
IT       - Support System Tools, headsets, network issues
 
Tools used in Call Centers
ACD - Automatic Call Distributor
IVR - Interactive Voice Response (Press 1 for ...)
CTI - Computer Telephony Integration (Soft Phone)
CRM - Customer Relationship Management (relationships and interactions)
Knowledge Base - published collection of documentation; includes answers to frequently asked questions
Call Recording and Quality Monitoring - allows companies to listen and to evaluate the recorded interaction and information sharing between its employees and customers
 
Compliance and Confidentiality
- Protect Customer Data
- Use only approved systems
- Follow security protocols