Business Process Outsourcing (BPO)

What is Business Process Outsourcing (BPO)?

Business Process Outsourcing or BPO is providing non-primary organizational activities and functions to third-party suppliers. Business Process Outsourcing can handle tasks such as payroll, human resources (HR), accounting, and contact center roles. 

Outsourcing business processes can provide organizations many benefits, such as cost effective contact center and professional services, often with a global presence. For example, BPO outsourcing services business models include onshore outsourcing, nearshore outsourcing, and offshore outsourcing. Onshore outsourcing is when an organization utilizes services and/or staffing from outside of the organization but within the same country. Nearshore outsourcing is when an organization utilizes services and/or staffing from outside of the organization and from a nearby or neighboring country. Offshore outsourcing is when an organization utilizes services and/or staffing from outside of the organization and from low-cost regions around the globe.

Additional Business Process Outsourcing (BPO) Resources

• Why and How to Outsource Your Contact Center Operations: Customer experiences, from marketing to sales and service, are now reflections of the brand. Consumers expect great interactions whenever they connect with a company via voice, chat, email, social media, or other channels. Firms need to differentiate based on the customer service they provide customers. Working with a business process outsource partner provides numerous cost and innovation benefits while also improving the customer experience. .
• Contact Center Outsourcing Services: Outsourcing customer care and technical support can provide both improved customer experiences and cost savings. Outsourcing can also accelerate digital transformation by providing innovative technological systems and build operational efficiencies through automation. Some of the most common reasons brands choose to outsource customer operations include to reduce costs and to gain access to CX tools and technologies. Outsourcing also allows companies to free up internal resources to focus on core business needs, as well as improve customer experiences with the help of customer management experts.
• Outsourcing: Which Shore is right for you: Offshore outsourcing, nearshore outsourcing, onshore outsourcing, at-home virtual contact centers, or a combination of them all – there are many BPO outsourcing approaches. In this strategy guide, we take a closer look at all the options so you can learn how each can benefit your business and your customers. Discover the financial and customer benefits of outsourcing various business functions, the pros and cons of the different contact center solutions, and real-world examples of each of the outsourcing approaches.
• Offshoring, Onshoring, Nearshoring: So Many Shores, So Little Time: The growing remote work culture has business leaders looking for the best talent not only in their locality but across continents. The rise of the open talent economy, remote work, and globalization has leveled the playing field: now you must decide which outsourcing option is right for you. And it’s important to remember that you are never limited to only one. Different operations work best in different environments. The ability to mix and match gives organizations the opportunity to be nimble and flexible with how they deliver amazing customer experiences. In this blog post, learn more about the types of BPO, and the different delivery models companies can utilize to outsource business processes.
• Contact Center Automation: Tools and Trends for the Decade Ahead: Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care in contact centers and call centers. However, just because you can automate something in the contact center doesn’t mean you should. In this article, we explain the most important approach to successful contact center automation so you know what business operations are best to utilize advanced technology.
• Customer Care Business Process Outsourcing: Today’s contact center and BPO workforce must have complex problem solving skills, excel in people management, coordinate well with others, and possess high emotional intelligence. Finding these new skills in a cost-efficient manner can be challenging. That’s why when thinking of types of BPO providers, ensure you choose a company with a proven track record of great customer service expertise. In this overview, learn more about TTEC's BPO services and how we help companies continuously optimize CX and business outcomes.
• How to Maximize Your Back Office Operations in 4 Steps: Organizations understand that efficient front office and back office functions are essential to both customer experience and a company's bottom line. Back office services, a broad range of non-customer facing transactions, handle countless tasks from brand protection, site management, billing and payment processing, supply chain management, and many more. But disorganized back offices can lead to unnecessary rework and financial loss. That’s why we’ve identified 4 key steps fundamental to any back office and how back office business process outsourcing can help.
• 5 myths about BPOs for startups – busted: Partnering with a business process outsourcing (BPO) expert can be your gateway to cutting-edge technology, proven solutions, and industry-leading customer support that might not be available in-house. Don’t let common misconceptions about the BPO industry hold you back. In this Tips & Takeaways learn the logistical benefits of the BPO process and ways the right BPO company can elevate contact center service levels and the quality of your CX.

• Workforce Management Outsourcing: 6 Reasons it Makes Strategic Sense: In this article, we discuss the benefits of business process outsourcing services. We also explore how this applies specifically to outsourcing the workforce management process, including detail about six reasons workforce management as a service and WFM managed services make strategic sense for businesses.
• 11 Ways to Transform Your Business with Inside Sales Outsourcing: There are unique selling skills needed for each part of the sales process. That’s why using outsourced inside sales professionals is growing as an effective way to work smarter, not harder.
• Back Office Support Services: An organization’s back office services work is fundamental to any great customer experience. Business process outsourcing companies can help you gain a competitive edge by cost effectively optimizing your back office processes in order to save time and resources. When companies outsource back office functions it also allows the house teams to focus on their core business functions.
• Forge a Proactive Digital Future in the BPO Space: The BPO market has changed. BPO vendors have needed to prioritize technology for continuity and to enhance customer and employee experiences. Now is the time to pivot your digital transformation strategy and embrace an adaptive mindset to face a new reality. In this blog article, learn more about the strategies that define leadership in digital transformation and how business process outsourcing BPO companies can help.
• 4 Questions to Decide if Contact Center Outsourcing is Right for You: If done right, a business process outsourcing company can help your organization gain specialized knowledge, core competencies, and resources, as well as gain quick access to a flexible workforce and innovation ideas. In this checklist, we provide 4 key questions to ask when deciding if outsourcing services is right for your brand.