How BPO and Call Center Services are Different

Many individuals in the modern era still most of the time use the term BPO and call center services in place of one-another. These services are not the same as interchanging terms in-between them. It is important to know what makes these two different from each other and which one suits your needs the best. Through this article, let's have a deep dive into what makes call center service different from that of BPO.

Before we dive into the difference, let's know the meaning of each service.

What is BPO?

Business Process Outsourcing is a process of hiring a third-party company or business to handle the non-core activities for your business. The services under BPO include customer care, accounting, HR, IT solutions, and many others. Simply, BPO is a broader term that emphasizes providing front-office and back-office operations.

Here are the types of BPO services:

Front-office BPO: This includes the direct interaction with customers with tasks such as tech support, sales, and help desk.

Back-office BPO: Under this service, the BPO service providers in India handle business operations like data entry, payroll, finance, and HR.

Specialized BPO: These are some industry-specific outsourcing like KPO or LPO.

What are Call Center Services?

Call center are a subunit of BPO that specifically focuses on handling voice-based communication with customers. This service is mainly designed to manage large volumes of inbound and outbound calls.

Here are types of Call Centers:

Inbound Call Centers: Under this service, the provider handles the incoming customer queries, give support, and fulfills service requests.

Outbound Call Centers: This aspect of the call center focuses on managing customer follow-ups, surveys, sales calls, and telemarketing.

Difference between BPO & Call Center Services

Aspects	BPO Services	Call Center Services
Scope	Broad range of business processes	Specialized for voice-based communication
Services Offered	HR, finance, IT, logistics, customer service	Inbound/outbound, telemarketing, support
Functions	Both front and back office	Mainly front office
Channels Used	Multiple such as email,chats, sms, etc.	Phone-based
Industry Focus	Can serve to any industry or domain	Mostly to customer facing industries
Tech Dependency	Advanced tools use like analytics, and automation	Telephony systems, IVR, and CRM

Why do People have Confusion Between the two?

It is common for people to confuse BPO with a call center because the customer support service is a common outsourced operation for both. However, all the call centers can be considered a part of BPO but not BPO operations as call centers.

Conclusion

Both BPO and call center operations are intertwined, but they serve different business needs. It is important to understand the role of each to select the right outsourcing partner for your business. If you aim to simplify and enhance operations across departments, Razor Infotech provides BPO and call center services in Noida. Choose us for handling your unique objective, budget, and long-term vision. Whether your business is a start-up or a full-scale enterprise, our services can be a powerful tool for scalable efficiency and strategy.