Business Process Outsourcing (BPO)

Business process outsourcing, or BPO, is the act of hiring a company to provide services, such as customer support, that you need to function. You may lack the expertise or resources to perform these functions well or cost-effectively. When it comes to, customer support, these functions are frequently outsourced:

  • Basic call center services
  • Call center add-ons, such as interactive voice response (IVR)
  • Digital messaging, SMS texting, or other automated channels
  • Value-added services, such as accounting services or quality assurance

These services are vital to your success but are not core to the products and services you provide. By outsourcing customer support services, you can focus on your industry and business, leaving it to your outsourcing vendor to take responsibility for:

  • The day-to-day operation of call centers
  • Collecting data on how well these facilities are running
  • Data analysis and making suggestions for improving operational efficiency
  • Hiring, firing, training, and retraining workers who must provide optimum customer service
  • Maintaining the technology that supports customer service
  • Keeping you informed about technological advancements and updating or installing new technology as necessary

Three types of outsourcing models are common:

  • Onshoring: Operations are located in the same country as your business.
  • Offshoring: Operations are located in a country overseas, sometimes far away in Asia.
  • Nearshoring: Operations are located in a country close by, such in Latin America to be near U.S.-based businesses

OutPLEX uses nearshore facilities in Colombia and the Dominican Republic for our call centers to offer a beneficial blend of low costs and great talent. We also employ work-from-home agents in multiple countries, giving you access to a larger talent pool with broader experiences and skillsets.

Business process outsourcing relieves your business from considerable costs, overhead, and effort. Outsourcing is often cheaper than providing customer support in-house. You can achieve higher rates of customer satisfaction and first call resolution (FCR) rates by working with a partner with extensive expertise in these areas.

Call OutPLEX at 1.866.531.5773 or visit us online for a free quote about our BPO services.

Back to Glossary