What is a BPO Call Center [Complete Guide]

Running a business and keeping everyone happy – your team and your customers – can feel like a tough act, right?

There’s an effective way to get some extra help from experts: it’s called a BPO call center.

A BPO call center is like taking help from another team to handle all the interactions with customers and resolve their issues. 

This allows you to focus on core business operations. 

Plus, you save money because you don’t have to hire a whole team of new people yourself or worry about setting up a whole new office.

Talking about saving money, HiredSupport BPO offers you various services at an affordable rate of $7 per hour. But that’s another story.

To help you understand this topic, I will discuss in detail the role and common types of BPO call centers.

Let’s dig in.

What is BPO Call Center?

BPO or Business Processing Outsourcing is basically a third party that outsources various services to another business and deals with their clients.

What does it mean for your business?

Well, instead of having to build your own special team just to talk to customers on the phone or online, you can connect with a BPO company. 

They already have that team and all the tools ready to go. So, they can handle all those customer chats and calls for you.

This approach results in:

• More efficient customer service
• Increased conversion rate
• Cost optimization

Problem solved!

Let’s have a look at this example:

Imagine you run a growing E-commerce business, selling clothes online.

As your business scales, your sales increase, but your in-house customer service team is getting overburdened.

Now, let’s say you think, “Hey, I’ll just hire a whole new team to help with this!”

That sounds good, but it can be a bit of a pain, like:

• Hiring new employees: It takes time to find the right people who are good at talking to customers.
• Teaching them everything: You will have to spend time showing the new people how your shop works
• Scalability Issues: If you suddenly get super busy, you might not have enough agents in your in-house team. And if things slow down, you might have too many. This can turn into a big headache for you.

On the other hand, outsourcing your customer support services will help you save time and money while giving you access to global talent. 

As a result, your CSAT score increases, and word of mouth will drive more customers to your business.

The following stats underline the significance of BPO call centers in today’s world:

• The amount of money spent on outsourcing is over $US 200 billion.
• Until 2030, the BPO industry is expected to grow at almost 10%.
• The Global Outsourcing Business market is worth more than $92 billion.

In-House VS. BPO Call Center: What’s the Difference?

Simply put, there are two major categories of call centers: In-house call centers and outsourced call centers.

Let’s start with the definitions first – just stick with me, and you will get the idea.

The in-house call center operates within your company’s office. 

You’re the one who finds them, teaches them how to help customers, and tells them what to do. You also own all the computers they use.

This way, you know exactly what’s going on and can keep all your customer info super safe.

On the other hand, choosing a BPO call center, such as HiredSupport,  means outsourcing your services to a third party.

Now, their agents are responsible for all interactions with your customers, and it helps you save time and money.

Take a look at this table to further understand the difference between them:

Factor	In-House Call Center	BPO Call Center
Location	Within your company’s premises	Operates externally via third-party services
Level of Control	The business owner has complete internal control	Managed externally by the outsourcing partner
Scalability	Less Flexible	Easier to scale up and down
Ideal For	Companies prioritizing control and data security	Those companies aiming for cost-saving and scalability

What are the Different Types of BPO Call Centers?

In this section, I have listed the most common types of BPO Contact Centers and the differences between them.

1. Inbound Call Centers

Put simply, inbound call centers are about handling incoming calls from your customers

Whether someone has a question, a complaint, or just needs more info about your product or service, these agents are trained to help—quickly and professionally.

It’s a fact that customers don’t like waiting around for answers. They want solutions, and they want them fast. 

That’s where inbound call centers become particularly important – agents are always available to answer incoming calls.

2. Outbound Call Centers

Unlike inbound centers, outbound call centers are all about making calls rather than receiving them.

These agents reach out to potential or existing customers—whether it’s to follow up on a lead, offer a new product, conduct surveys, or remind someone about an appointment.

If it helps, you can think of them as your front-line sales team doing the outreach for you. 

They help your business connect with more customers and keep your brand top-of-mind without overburdening your in-house staff.

3. Virtual Call Centers

Imagine running a full call center without renting office space—sounds amazing! 

That’s exactly what virtual call centers let you do. 

In this setup, agents work remotely, whether from home or different locations, and stay connected through internet-based tools and cloud software.

By collaborating with a virtual call center, you get access to a wider talent pool, can scale easily, and keep operations running smoothly 24-7—all of this without renting a physical office.

Benefits of BPO Call Centers For Your Business

Alright, so you’re wondering why businesses actually choose to team up with BPO call centers, right? 

Let’s try to understand the main benefits:

1. Cost Optimization for Your Business

Imagine hiring new employees every time you get new projects and clients– it can get pricey fast! 

You’re looking at salaries, benefits, finding office space, buying all the techy gadgets, and the list goes on. 

On the other hand, when you go with a BPO, it’s like they’ve already got all that sorted.

They have the people, the computers, the office – the whole package. It’s way more budget-friendly!

This is one of the main reasons why businesses choose to partner with outsourcing call centers.

For example, suppose a growing online retailer during the holiday season. He just needs to scale up his customer service team for the 3-month holiday period.

Now, instead of choosing to hire and train a temporary customer service team, they can partner with a BPO to handle the inquiries without the costs of salaries, extra office space, etc.

Let’s put some rough numbers to that example to really see the saving for this 3-month period:

Cost Category	In-House Team Expenses	BPO Expenses
Monthly Salary (per agent)	$3500	$1300
Total Salaries (3 agents)	$105,000	$39000
Training + Office Equipment Costs	$20,000	Included in the pricing plan
Additional Benefits	$10,000	Included in the pricing plan
Total 3-month cost	$135,000	Approximate $40,000
Estimated Savings	—	$95,000

Now, you have an idea about the extent of cost savings!

Talking about saving operational costs, HiredSupport has a track record of reducing operational costs by 54%!

2. Efficient Task Completion

Your own in-house team is probably awesome at what they do, right? 

But handling a flood of new customer calls might burden them and reduce their efficiency – the last thing you want as a business owner.

BPO call centers, on the other hand, handle customer interactions quickly and more effectively. 

Why is that?

Because they’ve got the resources, the know-how, and agents who are specifically trained to handle calls quickly and effectively. 

This means that by outsourcing your services to a call center, you’ve got a dedicated team of experts handling it. 

Now, the customer support service offered to your clients is much more efficient and result-oriented.

The result? More positive customer reviews for your business.

Suppose a business owner in the USA wants to expand his online business. 

While cost optimization is in his mind, his priority is efficiency in delivering each service to the clients.

The following chart shows why investment in an offshore BPO is a better choice for him for enhanced customer service.

3. Simpler Hiring Process

Let’s be real: finding the right people, interviewing them, getting them on board, and training them all takes a ton of time and energy.

If you were to build your in-house team to deal with clients, that whole recruitment process would fall on your shoulders.

This means you cannot focus on more important things for your business.

But guess what? BPO call centers handle all of that for you! 

They’re the ones finding the agents, getting them up to speed, and managing them – and they are experts in this!

So, what does it mean for your business?

You can rely on the call centers to hire new resources as per your business needs without you lifting a finger in the hiring process.

4. Excellent Customer Support (Leading to Higher CSAT)

When a customer contacts your business, they expect more than just quick answers—they want helpful, friendly service that makes them feel important.

 If they don’t get that, they might not buy from you again.

That’s why outsourcing to a BPO call center is a smart move. 

Why is that?

Because their agents are trained to handle all kinds of customer situations with patience and professionalism. 

This means your customers get better support and feel more satisfied, and you see a noticeable improvement in your CSAT (Customer Satisfaction score) and overall brand reputation.

And, of course, a higher CSAT Score means more customers and more revenue for your business.

The following graph provides a clear picture of the correlation between outsourcing services to BPO and an increase in CSAT score.

Just to give you a heads-up, as a leading BPO, HiredSupport has a CSAT Score of over 90.

5. Scalable Support Depending on Your Needs

 Let’s say you’re a business owner, and the holiday season is just around the corner. 

You’re expecting way more customers than usual—but hiring a full team just for these three weeks? That’s expensive and a hassle. 

This is where BPO call centers become useful. They let you easily scale your support up or down based on demand. 

So, during busy times, you get the extra help you need, and once things slow down, you’re not stuck managing extra staff or extra office space. 

It’s flexible, simple, and cost-effective – exactly what you need as a business owner!

Top BPO Call Center Companies Worldwide

Here, I have compiled a list of some of the most popular call centers to make your life easier.

1. HiredSupport

At the top of our list is one of the leading call center companies, HiredSupport.

Founded in 2016, HiredSupport has become a recognized BPO call center thanks to its focus on customer satisfaction.

From live chat support to inbound and outbound call centers, they offer a variety of services. All this is at an affordable price of $7 per hour.

Key Services Offered

The following are the services provided by the agents at this outsourcing company:

• Outbound call centers
• Medical billing
• Telemarketing
• Data entry
• Virtual employees

Pricing Plan

You can trust them to deliver exceptional outsourcing services at just $7 per hour.

2. Teleperformance

Another prominent example of a famous BPO call center is Teleperformance. Founded in 1978, its headquarters are in France.

This call center provides a range of services across various industries, such as retail, healthcare, and telecommunications.

Key Services Offered

These are some of the outsourcing services offered by Teleperformance:

• Healthcare Support
• Back Office Processing
• Integrated Sales
• Multilingual Services

Pricing Plan

They have not publicly revealed their pricing plan. You can get in touch with their customer support team to discuss your requirements.

3. Helpware

Helpware is an outsourcing company that was founded in 2015. Over the years, it has become pretty popular, thanks to its budget-friendly and customized pricing plans.

Offering end-to-end customer support, they partner with businesses in various industries, including SaaS, the Gaming and Entertainment scene, and the automotive market.

Key Services Offered

• Back-office support
• Customer service solutions
• Outbound call centers
• Inbound call centers

Pricing Plan

Their pricing plan depends on your specific business requirements. You can contact their customer support team for this purpose.

4. Wing Assistant

Wing Assistant is the preferred choice for countless businesses that are looking to outsource their services, thanks to its 24/7 customer support and flexible pricing models.

Their pricing is really smart – it’s flexible, and you only pay when you actually use their help. So, no wasted money on months you don’t need them!

Moreover, for managing your remote workforce, their “Wing Workspace App” is an excellent option for your business.

Key Services Offered

• 24/7 Customer Support
• Customer service outsourcing
• Back office operations
• Virtual Assistant services

Pricing Plan

Flexible pricing plans, depending on the services you want to avail.

Conclusion

To summarize, BPO call centers are like a third party that you can trust to deal with your clients so that you can focus on more important aspects of your business. 

Outsourcing your services helps you save a lot of money and eliminates the worries of the recruitment process.

As a leading BPO call center, HiredSupport provides excellent customer support services at an affordable rate of just $7 per hour.

To discuss your business needs, fill out this form today.