BPO and Call Center 101

Understanding the BPO Industry

What is BPO?

• Business Process Outsourcing
• delegation of services to a 3rd party hat supports companies in Customer Service

Why companies outsource?

Cost Efficiency - reducing labor, training, and operational expenses Specialized Expertise - accessing skilled professionals and advanced tools Scalability and Flexibility - adapting quickly to changes and demand Focus on core Business

• freeing resources to prioritize growth

CALL CENTER TYPES

• Voice (Phone Calls)
• Non- voice (emails, back office)
• Blended (mix of both)

Inbound

• customer calls you (support and billing) Outbound
• you call customers (outreach campaigns, 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 -> Agents

• Each area has their specialized functions, but ADVOCATES play the most vital part as they ae the heart of the call center handling calls and supporting customers

Compliance and Confidentiality - protect customer data - use only approved system - follow security protocols - no authorized sharing