What is a BPO Call Center and How to Choose the Right One?

how to choose the right bpo call center for your business

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Even at the maximum of your business capacity, your customer base keeps getting more, so it is time to look for you to outsource some of your services. At the same time, it is expected to have a second while trusting a third party and giving up some of your control, as choosing the wrong one can ruin your company’s image, which costs you years of hard work to build.

Outsourcing some of your company’s features will prove the best decision you’ve ever made for your business. Choosing the right BPO industry will allow you to witness massive growth in recent years as more companies see the benefits of employing a dedicated provider.

Struggling to find a reputed BPO that profits your business by focusing on your core services, saving cost, and increasing productivity. In that case, you must be familiar with the best practices and criteria when selecting the best one.

What is a BPO Call Center?

Business process outsourcing (BPO) is a business practice where an organization and third-party service provider sign a contract so that the latter can manage and perform the essential tasks on behalf of the former.

Likewise, the BPO call center is a third-party service provider that manages customer service operations on behalf of the call center companies. It performs customer support, technical support, telemarketing, and more.

By outsourcing such services, a call center reduces the company's cost, expands its customer base quickly, decreases staff downtime, and upgrades service delivery quality.

What Does a BPO Call Center Do?

Business process outsourcing (BPO) call centers provide numerous services that help a business enhance the customer experience. The services below help develop customer satisfaction and run the company’s operations smoothly.

Customer Support

BPO plays a crucial role in the call center’s customer support. Outsourcing takes care of your customer support tickets, queries, complaints, and product guidance from different channels.

For example, You recently outsourced your company to your customer support service. A BPO call center will assist you with outbound and inbound calls, answer your emails, and offer live chat support. It also provides product and service information through different channels.

Technical Support

BPO call center offers technical assistance to your customers for products and services. Its technical support escalates complex to experts, helping you to set up and configure software and devices. 

For example, Your customers are facing technical problems, and your technical experts are finding it challenging to resolve them as the complaints keep increasing every second. In such cases, BPO call centers escalate the issues to their experts and help customers resolve issues by providing them with step-by-step guidance.


Whether your call center is a newbie or an established one in the industry, BPO helps to promote your company’s products and services. 

For example, You want your products and services to reach the public. Outsourcing conducts market research by calling your potential and existing clients in that situation. This raises awareness and promotes your products and services in the market industry.


BPO performance in the telesales sector helps your company to generate revenue. After conducting market research, it calls all of your potential customers and directly sells products and services over the phone. 

For example, BPO calls your customers and starts promoting your services and products. Some will get convinced and immediately agree to buy your product over the phone. This is how outsourcing works, helping to generate earnings for your company through telesales.

Order Processing

BPO call centers also handle the overall order process, making the transaction smooth and efficient. Initially, it takes and processes orders by phone / online and confirms customers' information and payment details. 

Outsourcing is also responsible for tracking and updating customers’ order status. Therefore, it is trustworthy for handling order returns, exchanges, and billing inquiries in industries like retail and e-commerce.

How to Choose the Right BPO Call Center?

To achieve your expected result from outsourcing, you must wisely choose the right Business process outsourcing (BPO) call center. Here are some factors you should consider while choosing the Right BPO call center

1. Understand Your Business Needs

As there are numerous business process outsourcing (BPO) call centers that provide all kinds of services, you should initially understand your business needs. Clarify your objectives and expectations for outsourcing and set metrics and key performance indicators so that you can measure the success of the outsourcing relationship.  

For example, Consider checking out BPOs with years of experience offering customer service operations if you need customer support.

If you want more than just front-office outsourcing, look for a BPO that provides widespread services.  This way, you will acquire the most from your BPO partner at a cheaper cost.

2. Evaluate Expertise and Experience

Expertise and experience are other key factors you must consider when picking a BPO call center. It is important to look for an outsourcing company with a proven track record of success in your industry.  

Partnering with a service provider with expertise and experience who understands and knows their task well effectively solves any industry-specific client issues. They provide valuable insights and solutions and impress and attract more potential clients for your organization through their exceptional customer service delivery.

3. Assess Tools and Technology

Access to the latest tools and technology are essential factors you should look for in your BPO partner. Before selecting an outsourcing provider, you must evaluate the systems they use for customer management (CRM), data analytics, and call management.

In today’s digital world, modern tools like multichannel support, AI chatbots, and real-time analytics make a huge difference in quality service. BPO call centers, using the latest tools and technology, handle all of your business operations smoothly and securely.

4. Consider Scalability and Flexibility

When selecting the right BPO call center, you must check if it is flexible enough to make improvements and adapt changes quickly whenever your business advances. Outsourcing provider with a flexible and scalable ability to manage fluctuating call volumes during busy times.

Therefore, BPO scalability and flexibility matter because they help you meet your business growth demands and market changes, immediately providing the employees with tools and expertise.

5. Review Pricing and Cost Structure

When choosing the right BPO call center, it is important for you to understand that there is no pricing with hidden costs. You must ensure that the value of the service provided matches the cost.

As you know, the cost will differ depending on your desired service, and the cost structure can be tricky. The right outsourcing call center will have a price structure that increases with your business. It starts with being budget-friendly, but the price will rise automatically as your income grows.

You must understand the cost-effectiveness of service by reviewing and comparing the pricing and cost structure of different BPO providers to find the best deal.

6. Evaluate Customer Support and Communication

Communication is the backbone of every partnership. When searching for the right BPO service provider, you must check if it provides multiple communication channels for your customer support.

Likewise, you should also evaluate if the BPO service provider you are collaborating with is responsive toward your clients’ needs. It is also essential to have access to check how they manage their relationship with customers, making sure they prioritize your company’s goals.

7. Check References and Reviews

Studying customers' references and reviews also helps you identify if the BOP call center you plan to team up with is reliable. Connect and communicate with trusted sources with experience working with the same BPO.

Their former and current customer reference helps you to track the record of the quality of services. To discover its credibility, you can also get positive and negative feedback and ratings on industry forums, Google, and Yelp.

8. Conduct a Trial Period

Before you collaborate with a BPO service provider and give some of your control over it, you should think about starting with an experimental trial. This monitors and determines providers' performance, allowing you to make changes as required.

Therefore, monitoring key performance indicators during the trial period ensures that the BPO service provider you seek can meet your business demands and deliver the expected results.


Choosing the right BPO call center requires understanding your needs and carefully evaluating the cost, communication skills, and reputation. Ensure that any BPO you consider can support your growth and enhance your operations.

Alternatively, it is better to set up your own call center. It gives you complete control over customer interactions. Calilio helps you efficiently manage your call center. Our cloud phone system ensures high-quality customer service and adapts easily as your business grows. Sign up today to start your own call center today.

Frequently Asked Questions

What is BPO in Simple Words?

BPO, or Business process outsourcing, is contracting with outside experts and getting help from them for a few of your services so that you can get involved in more important tasks.

What is BPO With Example?

BPO with an example: A fashion brand outsources its customer service and fulfillment of orders to a BPO provider. The BPO provider manages customer inquiries, order processing, and returns, while the fashion brand designers and marketers can focus on product development, branding, and growing their market presence.

What is BPO in The Call Center?

BPO in the call center means letting control to another company handle customers’ calls, making sure your business provides good service without getting themselves involved in it.

Is Telemarketing a BPO Call?

Telemarketing is one of the types of BPO calls. It employs several people to make calls to promote and sell the company’s products and services.

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