BPO - Business Process Outsourcing

Business process outsourcing(BPO). BPO is the process of hiring another company to handle business activities
BPO is distinct from information technology (IT) Outsourcing,which focuses on hiring a third-party company or service provider to do IT-related activities, such as application management and application development, data center operations, or testing and quality assurance call center is a medium of intraction between customer and the company.

Here Voice means sound, means that problem of customer is solved through phone also company provide information about their new product, policies and any changes which company has made. This service is also called as inbound or outbound process.

Here Non Voice means that all the customer queries are solved through e-mail. This service also called as web process.

Outbound Customer Service Definition

Outbound customers service means calls that originate from a company to a customer from a live person. These calls can be to follow up on a customer contact, schedule services, offer additional products, and update customer information or survey customers. As opposed to telemarketing activities, outbound customer service focuses on enhancing an existing relationship with a customer or potential customer rather than merely selling goods or services.

Inbound Customer Service Definition

Inbound customers service pertains to calls that originate from a customer and result in the customer talking to a person rather than a message-based system. These calls can be related to technical support, sales, products, account questions or general company.

<< Back