A Guide to Business Process Outsourcing (BPO).

man with headset

It can become difficult for businesses of any size to perform all the functions required to keep the organization running smoothly and driving revenue. Ancillary tasks on their own can become multiple departments worth of work! How do you handle all the workload while remaining a lean, agile company? Contract work processes out – Business Process Outsourcing (BPO)!

In 2018, the global outsourcing market totaled $85.6 billion. According to a Clutch report, in 2019 “more than one-third of small businesses (in the US) outsourced a business process.” So, what is Business Process Outsourcing (BPO) and how can it help your business? Let’s dive in!

Three Categories of BPO.

Depending on the types of services required, size of your business, and price point, your BPO plan can be divided into these three categories:

  1. Offshore

    When a business contracts some of their work to another country.


  2. Nearshore

    When a business contracts some of their work to a company in a neighboring country.


  3. Onshore

    When a business contracts some of their work to a company in the same country as the business.

Types of Outsourced Services

Today several services can be contracted out to other companies. Therefore, to understand the best solution, you need to understand the two most common types of outsourced services. 

BPO work procedures are usually divided into two broad categories:

  1. Front-office functions 

  2. Back-office functions

Front-Office Functions

In front-office functions, you outsource the roles that directly communicate with your customers, supply chain, dealers, etc. Although a wide range of services falls under the scope of front-office functions, they can include:

  • Customer Support and Notifications.
  • Appointment Scheduling.
  • Lead Generation.
  • Inbound and Outbound Sales.
  • Dispatching and After-Hours.
  • Overflow Support.
  • Emergency Response Protocols.

Back-Office Functions

Generally, back-office operations include administrative tasks, office functions, and trends reporting. In other words, these outsourced roles usually work directly with your employee base and internal teams, not customers. Services that fall within the realm of back-office features include:

  • Employee call-out tracking and ERM integrations.
  • Human Resource Management and trends reporting on call-outs by department, location, or employee name.
  • Data Entry.
  • Order Management and Fulfillment.
  • Appointment and On-Call Management.
  • Employee Notifications and Alerts.

Advantages of Business Process Outsourcing (BPO).

When a business decides to move forward with BPO to optimize their organization, they bring industry experts onto their team! As a result, workflows become more seamless, and customer service pain-points decline. Hire the Experts that specialize in solving your problems and providing solutions to your needs.

It’s Cost Effective.

When you outsource processes to a contact center like Call Experts, you’re getting more than an Expert nurturing your customers or employees for a positive experience with your brand.

You’re also saving money on internal training, L&D, and operations. All of those costs are covered by your outsourcing partner, reducing these costs and efforts from your bottom line. With Call Experts, you’re guaranteed to have US-based agents who receive ongoing training and development from our Training Team. To learn more about our employee training program, head over to this blog post!

Increase Focus on Your Core Business.

Finding the right outsourcing partner will give you back the time you need to concentrate on your core business and its operation. BPO provides continuity for your business, and can help in increasing growth opportunities for your organization! 

summary, BPO.

Business Process Outsourcing is a useful tool that can save your organization money and time while providing an excellent experience for your customers and employees. 

How much could a missed call cost your business?

Do you have front or back-office functions that require additional support? 

Do you need more time to focus on your business’s core, instead of customer care and operations?

We’re here to help! Please email me to learn more.

This blog post was written by Scott Witte. Scott Witte is the Director of Customer Experience at Call Experts based in Charleston, South Carolina.

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