Business process outsourcing (BPO) involves contracting a specific aspect of a company’s operations to another company, often offshore. BPO centers offer a mix of skills and services outlined in a contract between the client and BPO provider, including call centers for customer service. Security measures are a top priority for BPO centers to protect client data and privacy.
Business process outsourcing (BPO) involves a company contracting a particular aspect of its operations – administration, information technology (IT), customer service, or another area – to another company. A business process outsourcing center is a site that brings together various BPO services under one roof. The services provided by a BPO center depend on the terms of the contract between the client company and the BPO business. A BPO center will often be offshore in a low cost area where a skilled workforce can provide the services at a lower cost than could be achieved in-house at the client company. Such a help center would normally ensure that security is high and the risk of theft of the client company’s information is low.
BPO service centers tend to offer a unique mix of skills and the client’s choice of BPO center should take this into account. The contract between the BPO center and the customer should outline the functions that are to be performed by the service center and those that are to be maintained internally. It should also include detailed arrangements for coordination between the BPO service provider and the client company, as well as a clear explanation of the scope of client oversight for each outsourced service. The details of the contract and the extent of the client company’s oversight of the activities will likely depend on the client company’s BPO strategy.
A call center can be an important part of that service center. This is the feature of the BPO center that is often most familiar to the public, because it may understand an important aspect of the client company’s customer service function. Call centers are often used by telecommunications companies, utilities, airlines and financial institutions. A call center is likely to make use of the customer service and English language skills of the local workforce, but may suffer from staff remoteness, both geographically and in attitude. Call centers can also suffer from a negative image related in part to some sales promotion activities.
A BPO center is likely to pay close attention to security issues, as these are often at the top of the mind of the client company when deciding to outsource certain functions. The BPO center will likely take steps to protect the valuable data stored by the client and the privacy of the client’s details. These security measures may include restricting access to certain areas of buildings, screening people entering and leaving the location, and having password security built into IT systems.
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