Business Process Outsourcers (also known as BPOs, Call Centre Outsourcers or the more modern term Contact Centre Outsourcers) is the general term used for companies that deliver services on your behalf such as core customer management functions including customer care, telemarketing, inbound calls, sales, customer service, complaints, outbound calls and technical support as well as non-customer facing functions like accounting, data entry and so on.
As such and to avoid confusion, Business Process Outsourcing is broadly split into two functions:
Front-office Business Process Outsourcers
In the customer experience and call centre world, BPOs typically refers to using third-party outsourcing companies to handle your primary or overflow calls as well as live chat, emails, claims processing, telemarketing, sales, technical support and more - essentially any activity where there is customer interaction involved. This category lists all the BPO's below or you can search specifically by country including Australia, New Zealand, Philippines, South Africa, India, Fiji and companies with full Global Solutions.
Back-office Business Process Outsourcers
These are traditionally non-customer-facing activities such as payroll, human resources (HR), form processing, accounting and more. As these are a unique function and skillset please search under the category Back-Office Outsourcing to find suppliers - search Australia, Philippines or India.
Combining the two!
Modern business process outsourcers are also moving towards providing full-service outsourcing combining the benefits of front office and back-office function with services such as campaign management, digital design, mail fulfilment and more.
Benefits of Business Process Outsourcing
Whilst there can be a perception that your own business will always look after your customers better than third-party providers, there are hundreds of specialist Business Process Outsourcing businesses whose very survival is based on ensuring they provide an exceptional experience for you and your customers so you can be assured they will always be focussed on ensuring you, and your customers are happy.
Outsourcing customer and back-office functions to a third-party provider can deliver a lot of benefits including:
- Improved efficiency
- They are experts as this is their core function so they typically do it better and more efficiently
- You can tap into multiple experts such as forecasters, trainers, IT specialist etc rather than needing to employ them directly.
- Scalability - Increase and decrease your workforce to align with your workload
- Flexibility - BPO's can help extend functionality that you otherwise may not be able to provide on your own (extended hours, advanced technology)
- Focus - you can focus on your core business whilst your BPO partner manages your customers
- Costs - As well as improved efficiencies saving you money, there are also other benefits with cost reductions with offshore resources where that's appropriate for your business.
Free BPO Guides and Information
If you'd like to learn more about Business Process Outsourcing we have a number of free guides including The Call Centre Outsourcing Cost Guide and The Complete Guide to Call Centre Outsourcing in Australia as well as expert articles on offshoring and outsourcing on Australia's leading resource for contact centre and customer experience professionals, CX Central.
How to Find the Right Business Process Outsourcer
It can be tricky finding the right Business Process Outsourcer with the skills and experience you need as not all outsourcers have the same scale, experience and expertise. Some outsourcers specialise in inbound calls like customer service or technical support whilst some are experts in outbound calls like telemarketing, fundraisers, surveys etc. Further than that, some call centre outsourcers focus on low volume calls and others aren't even interested in volumes for less than at least 10 people.
To help narrow the results use the search tags below to only display Business Process Outsourcers with the skills you need or use the main menu to filter specifically by country. For businesses that have the 'Learn More' button below, make sure you click on it to learn lot's more about how they can help you.
We also offer a free service that can provide you with a list of recommended Business Process Outsourcers based specifically on your requirements. Call us on 03 9008 7287 or send us a message for a free no-obligation discussion.
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