When it comes to outsourcing, two commonly used terms are BPO (Business Process Outsourcing) and call centers. While they may sound similar, they serve different business needs. Understanding the difference between BPO and call centers is essential to choosing the most efficient, cost-effective solution.
Both aim to improve efficiency and reduce costs, but how they operate is not the same. Let’s break it down.
What Is Business Process Outsourcing (BPO)?
BPO involves hiring a third-party provider to manage specific business functions that are not part of your core operations. These may include:
- Front-office services: Customer service, tech support, sales
- Back-office support: Data entry, HR, accounting, IT support
Top BPO outsourcing companies offer:
- Cost savings
- Expert support
- 24/7 operations
- Scalable services
With affordable BPO services, companies gain access to global talent, advanced tech, and streamlined processes — all without the burden of building in-house teams.
What Is a Call Center?
A call center is a department focused entirely on handling phone-based customer communications, which includes:
- Inbound services: Customer support, inquiries, complaints
- Outbound services: Telemarketing, lead generation, follow-ups
While call centers can be managed in-house, most businesses now choose to outsource call center operations to trusted BPO service providers for better efficiency and cost control.
Deep Dive into Key Areas
1. Business Goals
BPO:
- Focus on core business areas
- Reduce operational expenses
- Increase efficiency
- Improve service quality
- Enable long-term growth
Call Center:
- Provide excellent customer service
- Boost sales or lead generation
- Collect payments or conduct surveys
2. Level of Involvement
BPO providers act as business partners, taking over entire processes. In contrast, call centers might be stand-alone teams focused solely on phone support.
3. Nature of Services
BPO providers handle:
- Customer service outsourcing
- Medical billing outsourcing
- Data entry
- Operational consultancy
- Third-party administration
Call centers specialize in:
- Inbound/outbound voice services
- Technical support
- Customer inquiries and issue resolution
4. Service Delivery Model
- BPO: Multi-functional and scalable for various industries
- Call Center: Dedicated to specific communication-based needs
5. Cost Considerations
BPO can reduce costs by up to 70%. There’s no need to invest in infrastructure, tools, or recruitment — making it ideal for startups and SMEs.
Call centers, if built in-house, require high setup and operational costs, which is why outsourcing them through cost-effective outsourcing companies is now a smarter option.
Which One Is Right for Your Business?
- Choose a call center if you only need voice-based customer interaction.
- Choose a BPO service provider if you’re looking for back-office support, 24/7 customer service, medical billing, or a complete outsourcing solution for small businesses.
Conclusion:
BPO for small business goes beyond just call centers—it covers front-office and back-office tasks like HR, IT support, finance, and data entry. By outsourcing these functions, companies can cut costs, boost efficiency, and focus on what matters most.
Unlike call centers, BPO providers act as strategic partners, offering expert teams, advanced tools, and scalable solutions to support business growth.
At Mcubed Global, we deliver cost-effective BPO solutions tailored to your unique needs—whether it’s customer support, admin tasks, or full business processes.
Contact Mcubed Global today to reduce costs and scale your business smarter.
Visit us to get started!