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