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What Is A BPO Call Center and What Does It Do?

Meeting customer expectations can be challenging for any business, irrespective of its size and industry. Despite having the resources and the skill to meet customer needs, a business can still struggle to optimize its customer service, trying to keep the waiting period short and resolving issues faster. A BPO can help deliver quality call center services without taking up any of your resources. This allows the business to focus on its core functions, like product development and marketing.

Business Process Outsourcing is a business or call center that handles your call center services to improve customer relationships without taking any of your time or resources. From small startups to large corporations, many companies choose to outsource their processes to grow and be successful in today's ever-changing and highly competitive business environment.

What is a BPO call center?

A BPO Call Center is a group of employees who work with companies that outsource customer service. The majority of BPO centers act as simultaneous agents for many organizations, ensuring that anyone who contacts them believes they are communicating with the organizations' official representatives. These agents are well-informed about the products or services of the organization and highly skilled in handling a wide range of inquiries and complaints.

Services offered by a BPO call center

BPO call centers handle inbound call center outsourcing services and outbound call center outsourcing services. Inbound services involve responding to customer calls and messages, while outbound services refer to actively engaging with existing and potential customers. Let us look at the various services offered under each category.

Inbound Services

The main inbound services offered by BPO call centers are:

1. Answer support questions: An inbound call center service is required by businesses that sell complex goods or services to explain their features and advantages to clients. Mostly, small organizations choose to outsource this task to BPO due to financial constraints. On the other hand, large organizations usually have internal departments devoted to handling consumer inquiries.

2. Provide dispatch services: Some businesses routinely get calls from clients asking for a particular service. A common example is a taxi company that connects customers to available taxis. Rather than hiring full-time employees to handle dispatch services, some organizations that provide such services prefer to outsource to BPO call centers.

3. Process orders by phone: For organizations that offer their customers the option to order by phone, a team of experts answers the phone and guides them through the entire purchasing process. These agents go beyond answering calls to enter customer information into the company's database, record payments, and send orders to the shipping department. This eliminates the need to set up new departments and, at the same time, provides the flexibility needed during busy periods such as the holiday season.

Outbound Services

BPO call centers provide the following outbound services to their clients:

1. Conduct telemarketing activities: Some organizations outsource their telemarketing operations to BPO call centers as it provides an excellent opportunity to generate more sales.

2. Conduct telesales: Persuading prospects to buy a product or service requires skill. Businesses that cannot hire and train a competent telesales team use the skilled and experienced agents of a BPO call center to handle telesales.

3. Conduct market research: Some companies attempt to learn how existing and potential customers view their products and services by making phone calls or conducting surveys. Outsourcing this task to a BPO call center is easier for the business, as the agents make calls and ask some pre-designed questions.

Pros and cons of a BPO call center

BPO call centers adopt the latest technologies and practices to improve their processes. There are many benefits to outsourcing customer service to BPO, but at the same time, there are some disadvantages as well. Let us understand the various pros and cons of BPO call center services.

Pros of a BPO call center

Reduces costs: Typically, businesses that employ BPO contact centers do so because it is much less expensive than setting up and maintaining an effective customer service department. Businesses also reduce their operations costs by outsourcing activities to nations with lower income taxes and cheaper labor costs. 

Provides uninterrupted support: BPO services are available in multiple geographic locations and time zones, making it easy to provide 24/7 support.

Eliminates hiring and training: Outsourcing customer service reduces the workload of the company's human resources department as most call centers have a high employer turnover rate and new hires require extensive training on the client company's products and services.

Cons of a BPO call center

Security risks: There is a possibility of a data breach when working with a BPO. To ensure data security, you must ensure the BPO follows the required protocols and also has proper certifications.

Communication issues: Call center agents from other countries may face language and communication problems even with scripts. This can be avoided by properly analyzing the BPO before outsourcing services to them.

Incomplete information: Sometimes BPO call center agents may not have complete information about the company policies and the product or services offered by the company. This can be a hindrance in providing effective customer service. This can be avoided by providing product knowledge and updates through the learning material.

Conclusion

Every business does not have the resources to deliver the level of IT competence that customers want, maintain minimal wait times, or promptly handle tickets. The most effective course of action in this situation is to hire professionals from a BPO call center. BPO can reduce costs, boost productivity, and offer flexibility for businesses.

Outsourcing Business Solutions has an experienced team of professionals with multi-platform knowledge and experience across various industry segments to meet your diverse call center outsourcing needs. Our call center team has extensive experience in accent neutralization, problem understanding, customer empathy, and documentation skills. Contact us today for your call center outsourcing service needs.

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How can Law Firms Overcome Emerging Challenges in Business Development?

Law firms have become more competitive than ever due to increasing client demand for improved and personalized services and changing market trends driven by technological innovation. In the midst of all this, business sustainability is quite an achievement for law firms, followed by business development, because only by taking advantage of growth opportunities can a law firm gain an edge over its competitors.

Today, business development is not just about increasing billable hours; it's all about marketing and branding yourself in the market.

Challenges Faced by Law firms with Achievable Solutions

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1. Leaving behind traditional marketing methods

Most law firms face the challenge of moving beyond the traditional marketing mindset. They believe that old marketing tactics will help them succeed in today's competitive environment, which will never happen. This in turn causes them to make the usual habitual mistakes of investing in brochures and folders, advertising, and collecting sponsorships, which hinders their overall business development.

They should focus on potential customers, not all the people they can cover with traditional marketing methods. To do this, they should adopt smart digital marketing methods, as digitization has helped law firms acquire and retain clients more than ever before.

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2. Lack of time

Clients are always short of time because they have multiple clients, managing billable hours and providing them with cutting-edge solutions. They spend maximum time on activities that support the sustainability of their law firms. This leaves them almost no time to focus on growth and development.

They just attend seminars, and conferences, and interact physically whenever possible because that's all they can do with the available time. They develop the right strategies that will not only help them get more customers but also treat existing customers so that they come back again.

3. Achieving 100% client satisfaction

Today it's all about customers and their requirements. In the current era of modernization and digitization, clients have become more aware and need individual solutions from all companies in the world, and law firms are no exception.

Law firm owners understand and train their staff in a way that ensures 100% client satisfaction. Physical communication takes time and effort, and it may be necessary to seek outside support because employees are already burdened with routine tasks. There should be a dedicated team to deal with customer complaints effectively. This team should leave no stone unturned to provide solutions at the earliest leading to better brand acceptance and recognition.

4. Converting prospects into clients

Most law firms have realized that they need an adequate sales force to take their brand to a whole new level in the face of competition from other law firms. This team should focus on generating leads in an authentic way that includes organic and paid leads with regular additions like blogs, press releases, articles, educational videos, and more.

However, converting these leads into clients is a problem because they have little time to track, follow up and engage with leads to convert them into clients. They must make an annual plan that clearly states the number of key goals and allocate enough time and resources to them by planning things. If they feel that they cannot give that much time or are not sure about their availability, they can form a sales team to help them get the job done easily.

5. Employing client relationship executives

This challenge is more a solution to all of the above but comes with its own unique set of challenges. Law firms are looking to hire qualified in-house CRE managers (client relationship executives) for positions such as growth manager, client manager, account manager, client development manager, relationship or client service manager, and relationship manager.

Common responsibilities of these CREs include generating qualified leads, strategic account management, providing appropriate sales training to attorneys, building new relationships, converting qualified leads into clients, assisting or managing all follow-up activities, reporting results to law firm leaders, and more. Quarterly CRE reports form Key Performance Indicators (KPI) categorized and defined by both value provided by CRE and the type of lead.

It has been established that law firms face severe competition and this is the biggest obstacle to their business development. However, with proper growth strategies and improved internal operations, law firms can certainly remove such barriers and promote business development at a steady pace.

Now, the problem continues where clients don't have enough funds to invest in marketing/sales teams or CRE, and even if they have the funds, they don't have the time to monitor them. However, there is a straightforward solution to this.

If they outsource their non-core legal administrative tasks to a well-known outsourcing company, they can free themselves and focus instead on investing their time in business development.

If you are looking for a reliable legal process outsourcing company that provides expert legal services to law firms worldwide, you can contact OBS.