Question by Intelligent: What is a call-centre? What is Business Processing Outsourcing?
Best answer:
Answer by Alia
A call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
Business Process Outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in the marketplace. BPO is often divided into two categories: back office outsourcing, which includes internal business functions such as billing or purchasing, and front office outsourcing, which includes customer-related services such as marketing or tech support.
BPO that is contracted outside a company’s own country is sometimes called offshore outsourcing. BPO that is contracted to a company’s neighboring country is sometimes called nearshore outsourcing, and BPO that is contracted within the company’s own country is sometimes called onshore outsourcing.
The most common examples of BPO are call centers, human resources, accounting and payroll outsourcing.
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Tags: business, callcentre, outsourcing, processing.
#1 written by JFAD July 18th, 2011 at 09:31
A call-centre is, basically, a centralised communication system designed with the primary purpose of accepting, handling and dealing with all manners of incoming calls and queries relating to the ordering and sale of goods or services offered by a company or responding to requests for advice from national and local government departments. A call-centre can either be an ‘inbound’ organization, which handles only incoming messages, or, an ‘outbound’ centre which handles only outgoing messages, or it can be a combination of the two. Call-centre operators, or ‘agents’, sit at banks of personal computers (PCs), using simple or sophisticated software packages, which allow them to complete customer details and requirements in a pre-determined sequence for automated transfer to internal or external production and control units and on to automated despatch.
Summary: This module starts first by defining Call Centres, then looks at the technology behind call centres, management of call centres, forecasting in call centres, and performance of call centres. http://cnx.org/content/m13398/latest/
Business Process Outsourcing (BPO) is the use of contractors or vendors to perform a specific business task. BPO is usually implemented as a cost-cutting measure for areas that a company does not depend on to maintain their position in the marketplace.
Business Processing Outsourcing is most often divided into two areas of outsourcing–back-office and front-office. Back-office refers to areas such as human resources, billing, purchasing, and accounting. Front-office usually encompasses the customer facing services including customer service, marketing, and technical support.