ChaseData Call Center Software Blog

Difference Between Call Centers and BPO Organizations

Posted by Ahmed Macklai on Jul 9, 2019 7:30:00 AM

You may have noticed that the terms ‘BPO’ - or business process outsourcing - and ‘call center’ are interchanged with one another. While these terms are indeed related, they are not actually interchangeable. Understanding the difference will help you improve the way you run your business, regardless of whether yours is considered a BPO or a contact center.

Let’s look at the key difference between call centers and BPO organizations - and how they’re similar - so you can make smarter decisions while you’re outfitting your facility with new technology and preparing to meet consumer needs.

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Topics: Call Center Management, Call Center BPO

Challenges Call Center Outsourcing Managers Face

Posted by Ahmed Macklai on Feb 7, 2018 7:30:00 AM

Call center outsourcing is a stressful environment for agents to work in. Working as the manager is another story entirely. It takes a strong-willed individual to not only manage their agents but also to adhere to tight work schedules, deal with angry or frustrated callers, and meet seemingly impossible expectations.

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Topics: Call Center Management, Call Center BPO, Call Center Operations

Observations On Maximizing ROI When Selecting a Call Center BPO

Posted by Ahmed Macklai on Nov 30, 2015 7:31:00 AM


We offer the observations below as a staring point for planning a migration to Call Center BPO in order to maximize your ROI

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Topics: Call Center Software, Call Center BPO

The Case for Onshore Call Center BPO Fielding American Calls

Posted by Ahmed Macklai on Nov 16, 2015 2:23:00 PM

 

Over the past six months we have noted a critical increase in press chatter regarding the realities of onshore, nearshore and offshore call center BPOs. While the appeal of low cost operations, low cost labor are appealing to numerous firms (typically those who's compensation/goals are aligned with short term cost cutting) forward thinking firms are quietly moving call center operations back to the country of origin. Why?

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Topics: Call Center Software, Call Center BPO

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