What Is Business Process Outsourcing? What Does It Mean?

Business Process Outsourcing

Outsourcing business processes is not a new corporate strategy. Initially, companies related to information technology used to mainly outsource but things have changed over the past few years, now big organisations have happily partnered with third-party providers to reduce cost, increase efficiency and improve the quality of business processes ranging from the simplest of transactions to their core competencies. In fact, today, it is estimated that about 40 percent of Fortune 500 companies outsource at least some of their core business processes to a third party contractor.

As we know, most companies don’t have the staff, tools and budget to meet their customers’ expectations of call centre service. According to a recent survey, 51% of customers expect a response to their complaint or query in less than five minutes when they call a company so catering to such needs is not an easy task and this is where a business process outsourcing call centre comes in.

What Is Business Process Outsourcing? What does it mean?

Business process outsourcing (BPO) is the practice of enhancing how your business
functions by contracting a specific business service to an external service provider.
The outsourced sol can include accounting, marketing, data recording, social media
marketing, customer support, and more.

Types of BPO:

The BPO industry is divided into three categories:

  • Offshore Outsourcing: They are located outside of the company’s own country. For example, a U.K company may use an offshore BPO vendor inPakistan.
  • Nearshore: These outsourcing companies are located in countries that neighbour the contracting company’s country. For example, in the UK, a BPO in Ireland is considered a nearshore vendor.
  • Onshore: These service providers operate within the same country as the contractor, although they may be located in a different city

Advantages of BPO:

 

You Can Reduce Costs:

Outsourcing cuts down on costs for your in-house employees. It also saves costs as the company manages to save the workspace to grow their core departments. A key benefit to this is that an outsourcing company that is physically located in a developing country offers lower costs than the rest.

To Concentrate On Key Functions:

BPO outsourcing allows businesses to focus on their main departments and services instead of company departments that are not direct with their core processes. For example, when outsourcing, the company will not have to monitor the customer care department. Rather, it can focus on highlighting its core business and maximising overall growth.

In turn, these actions can boost a company’s performance and enhance its interactions with clients. In the end, the company can enjoy improved customer satisfaction and increased profits.

 

Quality Assurance To Monitor And Collect Client Data

A seasoned contact centre will be equipped with a quality assurance system that monitors your progress and provides innovative solutions. It will monitor and collect your customer behaviour data to create better experiences in every interaction.

 

Trained Agents For Increased Customer Satisfaction

Most companies tend to make their employees take customer-centric calls without realising the fact that operators who work in the customer experience industry is trained to behave a certain way and answer customer calls. Partnering with an inbound contact centre will let you focus on your core departments while an experienced company takes over your calls.

 

Inbound Call Management Services

At c2o we believe that an increase in your customer calls does not need to increase your manpower and cost. We are the number one choice for outsourcing inbound calls around the world. c2o provides customers with a world-class customer experience, with inbound call management services, from our reliable and skilled call centre team of agents. Our inbound call centre team of experts are available 24/7 to handle your calls or queries with passion, guaranteeing a high client retention rate throughout the year.

 

Increased Security

Outsourcing companies that specialise in handling financial departments can often provide better security from cyber theft and this particular benefit will be more appealing to you if own a small business. Small businesses that do not have the resources for in-house cybersecurity can take advantage of this.

To Expand Their Global Presence:

Some BPO companies can serve customers in multiple languages, 24/7 service meaning each time zone can be catered, thus relieving and giving a break to the contractor. c2o is top notch bpo company in Pakistan serving businesses for the last 5 years in the UK. Outsourcing companies can leverage their presence in multiple countries and promote diversity this way.

More Efficiency

Because outsourcing companies specialise in the services they provide, their agents/operators can handle different situations way more efficiently than most in-house employees.

Better Coverage

Outsourcing firms train multiple employees for the same tasks, promoting diversity and offering a talent pool. That means you never have to worry about falling behind if someone calls in sick. Let’s not forget that they usually work around the clock so you will never miss a call from your customer.

200

number of employees

06

services we offer

31

number of clients

05

year’s of experience

What Our Client Say

Trusted by more than 31 customers

Client
CEO
We were nervous about outsourcing our overflow calls and live chats but c2o made it extremely easy. The agents quickly learned our system and they have dealt with our customers quickly efficiently and professionally from day one. I would definitely recommend.
Client
CEO
They are very reliable and do a great job. c2o team is committed to transparency and finding ways to address any obstacle that they meet. By working in partnership with c2o we have been able to achieve savings of approximately 60% without any erosion to the customer experience.
Client
CEO
During challenging times for our business, this service enabled us to save considerable costs without having to compromise service delivery. Service quality is paramount to us and this has been delivered professionally from the agents to the management and support teams that are available 24/7.
Client
CEO
To cut costs, we wanted a call centre with real time engagement and customer support. Glad we chose this company as our customer retention rate has increased.
Client
CEO
We have been working with them for over 3 years and our company has grown exponentially with the help of their services.
Client
CEO
The onboarding process is very professional. All the instructions were given beforehand and explained in detail.