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The global market for outsourced services is growing. In business process outsourcing, a global market value of USD 350 billion is expected for 2023. By 2027, Statista forecasts a  further increase to $450 billion, representing a compound annual growth rate (CAGR) of 6.48% between 2023 and 2027. Why is business process outsourcing becoming more popular? Because it is a low-cost alternative for filling talent gaps, it provides flexibility and allows for worldwide expansion.

Businesses are leveraging on the expertise and cost benefits afforded by outsourcing both front-office and back-office procedures as an alternative to hiring contingent staff in-house. Businesses can decide which services to outsource and how to minimize costs by filling specific jobs and acquiring unique capabilities by knowing the many types of Business Process Outsourcing (BPO).

Business process outsourcing (BPO) is the use of third-party professionals to complete a portion of a business process or operation (rather than outsourcing the entire output). BPO can help a company cut expenses, improve efficiency, and boost flexibility. At the same time, the BPO industry is quickly expanding, indicating that process outsourcing is here to stay in our more global economy.

  • What is BPO and Example?
  • What are the Types of BPO?
  • What are the BPO Services?
  • What is BPO and Its Advantages?
  • How to Choose a BPO Companies?
  • What is BPO in Call Center
  • Business Process Outsourcing Consultants
  • What is the Main Work of BPO
  • What Are BPO Jobs?
  • What are the Requirements for BPO
  • Pros and Cons of Business Process Outsourcing
  • How to Start BPO Business From Home?
  • How Can I Get BPO Business
  • What is the Benefit of Using Information Services to Enhance Business Processes?
  • Is BPO Business Profitable?
  • How to Sell Business Process Outsourcing?
  • Examples of Business Process Outsourcing
  • Which Country is the Market Leader in Providing International Business Process Outsourcing?

What is BPO and Example?

Business process outsourcing (BPO) refers to the practice of contracting out various business-related operations to third-party providers. Although BPO was originally limited to manufacturing organizations such as soft drink producers which outsourced substantial sectors of their supply chains, term is today used to refer to the outsourcing of a wide range of products and services.

As new and creative services become more available in today’s ever-changing, highly competitive business climate, many firms, from small startups to major corporations, choose to outsource tasks.

Read Also: How to Get Into Skin care Business?

In general, businesses use BPO in two areas: back-office operations and front-office operations. Back office BPO refers to a corporation that outsources its key business support functions such as accounting, payment processing, IT services, human resources, regulatory compliance, and quality assurance to outside professionals.

Front office BPO jobs, on the other hand, frequently comprise customer-related services such as tech support, sales, and marketing. The range of a company’s BPO possibilities is determined by whether it contracts its activities within or outside of its native nation. BPO is considered “offshore outsourcing” if the contract is outsourced to a country with political stability, reduced labor costs, and/or tax benefits.

One example of offshore outsourcing is a US corporation that uses an offshore BPO vendor in Singapore. BPO is referred to as “nearshore outsourcing” when the job is contracted to a neighboring country. This would be the case if a corporation in the United States teamed with a BPO vendor in Canada.

A third approach, known as “onshore outsourcing” or “domestic sourcing,” occurs when a corporation contracts BPO within its own country, even though its vendor partners are situated in other cities or regions. Because it relies on technology/infrastructure to enable external organizations to perform their tasks efficiently, BPO is also known as information technology-enabled services (ITES).

Businesses are frequently lured to BPO because it allows them greater operational freedom. Companies can reallocate time and resources to core capabilities such as customer interactions and product leadership by outsourcing non-core and administrative operations, giving them a competitive advantage in their sector.

BPO provides firms with access to innovative technical resources that they might not otherwise have. BPO partners and enterprises are continuously striving to improve their operations by implementing cutting-edge technologies and methods.

Because the corporate income tax in the United States is among the highest in the industrialized world, American businesses profit from outsourcing operations to nations with lower income taxes and lower labor costs as viable cost-cutting options. BPO also provides firms with the advantages of timely and accurate reporting, increased productivity, and the capacity to quickly transfer resources when necessary.

What are the Types of BPO?

BPO is the activity of contracting an external, third-party vendor’s services, business-related operations, or labor processes. BPO is an umbrella word that encompasses a number of subcategories that describe the location and function of the service offered. These are the types:

Back-Office BPO

Back-office business process outsourcing entails contracting non-customer-facing services. IT, accounting, business process automation, human resources, quality assurance, and other services are among those offered. IT-Enabled Services (ITES) BPO, such as IT analysts, Legal Process Outsourcing (LPO), such as paralegals or advisors, and Knowledge Process Outsourcing (KPO), such as outsourcing an individual who understands and can implement/manage a certain program, are all subtypes of BPO. Businesses can focus on their primary goal by outsourcing these operations rather of investing in time-consuming and costly internal training and onboarding.

Front-Office BPO

Customer-facing services include technical assistance, customer service, sales, and marketing. Because of the technical knowledge requirements, these services are commonly outsourced and can be completed off-site. Businesses can profit from specialized people with unique knowledge and minimize expenses by outsourcing web development, customer support lines, or any front office services.

Offshore BPO

Offshoring occurs when services are outsourced to another country. This is encouraged by plentiful resources, political stability, cheaper labor costs, numerous tax breaks, and other factors. Companies that outsource their customer service divisions by contracting with call center suppliers all around the world are a common example. As a result, firms can obtain qualified labor and services at a reduced cost, lowering overhead costs and perhaps lowering product or service prices for end users.

Nearshore BPO

The act of engaging the services of vendors in nations that are geographically close is known as nearshore business process outsourcing. For firms in the United States, this might include Canada, Mexico, and Central America. This type of outsourcing occurs when specialized abilities are offered at a reduced cost in a nearby country, but certain factors, such as timezones or language proficiency, must be considered. A Silicon Valley corporation might outsource IT and coding services to specialists in Canada, or a Canadian company might outsource marketing services to a marketing firm in the United States.

Onshore/Domestic BPO

Domestic outsourcing is exactly what it sounds like: the act of outsourcing and receiving services within a country’s borders. To put it another way, a vendor in one city, state, or province can be hired to deliver services to a business in another city, state, or province. This can be caused by a variety of variables, including the availability of specialist talents in specific places or regional variances in rates and expenses.

What are the BPO Services?

Here are some of the most common types of BPO Services.


Information Technology Enabled Services is a type of BPO that handles IT solutions over the internet. ITES usually handles these types of IT services:

  • Technical Support
  • Service Desk Analyst
  • Production Support Analyst

2. KPO

In Knowledge Process Outsourcing, service providers are hired to provide advanced expertise around a particular business process.

KPO services providers handle highly-skilled jobs like:

  • Accounting and financial analysis
  • Legal processes
  • Web Design
  • Content Creation

Another two common KPO subsets are – LPO and RPO.

LPO (Legal Process Outsourcing)

LPO comprises a range of high-level legal work.

LPO service providers hire experienced paralegals to work on complex tasks such as:

  • Drafting patent applications
  • Creating legal agreements
  • Performing legal research

RPO (Research Process Outsourcing)

RPO is concerned with research and data analysis processes.

RPO is generally utilized by data-driven companies like marketing agencies, investment firms and pharmaceutical companies.

These service providers work on tasks like:

  • Data Analytics
  • Investment Research
  • Primary and secondary market research

Here’s a closer look at some of the most commonly outsourced BPO services:

1. Data Entry

Data input, albeit one of the simplest administrative chores, can be laborious and time-consuming. Why not outsource this task instead of hiring a full-time employee? Instead, your in-office personnel can concentrate on more pressing concerns!

2. Customer Support

Another typical BPO activity is customer service.

Consider this.

As your company grows, you’ll have to cope with an influx of new consumers. Why not outsource to pros instead of employing and training new in-house customer service executives? You save money on hiring and training while enhancing client satisfaction. Furthermore, if you outsource to call centers all over the world, you will be able to give 24 hour client service!

3. Marketing

Another popular activity to outsource is marketing. There are numerous third-party vendors to pick from for SEO (Search Engine Optimization), market research, and strategy.

Experienced vendors can assist you in developing efficient marketing materials and landing pages in order to convert more customers. Because they are professionals in their sector, they can better examine the terrain and develop a successful strategy for your brand!

4. Human Resources

Outsourcing HR departments has grown in popularity, with the market expected to reach $43.8 billion by 2024! Companies can get help from external firms (Recruiting Process Outsourcing suppliers) with the complete process. These specialized RPOs can assist your organization in expediting the hiring process by scanning resumes, conducting interviews, and shortlisting individuals.

Aside from recruiting, HR BPO vendors can train new hires to help them integrate more quickly. You can also employ suppliers to help with legal responsibilities like filing taxes and managing and resolving payroll difficulties.

5. Finance & Accounting

Another prominent BPO service is finance and accounting. Specialized KPEO firms not only handle your finances, but they also provide services that can add value to your organization. They can help your firm by creating a budget, conducting an audit, and generating forecasts.

Certain KPO firms can also assist your organization in growing by offering critical financial information. They provide global market research, investment management, risk and compliance solutions, and other services.

This way, you will have a dedicated staff for all of your finances, ensuring that they receive the care they deserve!

What is BPO and Its Advantages?

BPO, or business process outsourcing, is the practice of engaging a third party to handle specific work procedures for your company. This can include your website content, payroll, accounting, customer service, social media marketing, and many other things. BPO is typically utilized to handle supplementary business functions rather than core business functions. Services can be either technical or non-technical in nature.

Businesses of all sizes and shapes outsource processes, from the smallest startups to the largest Fortune 500 corporations. As new services are launched to the market, demand continues to rise, and businesses are continuously seeking for benefits to help them stay ahead of the competition.

Businesses outsource processes for a variety of reasons. Some people believe that corporations outsource solely for tax reasons, but this is not the case. Yes, there are tax benefits for American businesses that want to relocate, whether to another state or to another nation. However, there are no special tax incentives or loopholes associated to outsourcing.

The corporate income tax in the United States is one of the highest in the industrialized world, at 39.1%. As a result of reduced taxes in other nations, American corporations can gain by outsourcing some operations outside of the United States. The United States pays the host country’s tax rates.

Aside from that, there are numerous reasons why organizations outsource processes. The advantages of BPO include:

Decreased Costs

Outsourcing lowers labor costs, especially when it comes to staffing and training. It lowers office space costs because the company does not have to house the personnel. When firms outsource, they can utilize variable cost models rather than fixed cost models, which are essential when people are part of the strategy.

Able to Concentrate on Core Competencies

Companies can focus their efforts on the most important business operations via outsourcing. They won’t have to be concerned about how well the bookkeeper and accountant are performing their duties. Instead, they might concentrate on tasks that distinguish them from the competition. They can concentrate their energies on expanding the firm. These efforts will eventually boost the company’s competitive edge and improve actions throughout the value chain. Concentrating only on essential business operations boosts customer happiness and profits.

Improve Results in Non-Core Functions

When you collaborate with an outsourcing company, you are working with experts in that specific area. Even while it is not a fundamental function for you, it is for the outsourced organization. They invest in cutting-edge technology and resources that are specific to their main business offering.

For example, graphic design firms have the most advanced graphic design technology accessible. Payroll businesses currently provide the greatest options on the market. This means they can provide excellent results for a large number of their clientele. And as a client, you receive the best of the best across many industries without having to invest in your own tools and software.

Increased Flexibility

When it comes to risk management for bringing new offerings to clients, a firm that outsources functions can act faster and more efficiently. These businesses can also alter their internal resources so that more vital functions are adequately addressed.

Expand Global Presence

Some outsourcing companies can assist consumers in more than one language, 24 hours a day, seven days a week. The primary corporation is not required to take on this role, but it can ensure that customers are cared for regardless. Outsourcing firms can also assist local enterprises in establishing a presence outside of their own nation.

Improved Speed and Efficiency

Organizations that outsource tasks delegate them to specialists. This saves time, boosts production and capacity, and enhances accuracy.

A BPO that specializes in web design and search engine optimization (SEO), for example, ensures that a local company’s website is developed with the most up-to-date technology, best practices, and client preferences in mind. Because the outsourcing company generates leads, the local company does not have to bother about it.

The local business may then handle more leads and website traffic than if they were also in charge of web design and SEO.

How to Choose a BPO Companies?

Choosing the correct outsourcing partner is a critical decision for every company. Transferring in-house non-core business activities to a BPO firm necessitates change management because it affects personnel, business operations, and workflow processes as a whole. If you make a mistake here, seeking a new company will be both costly and time-consuming. Outsourcing decision-making entails the following steps:

1. Define your Requirements: It is critical to have a firm grasp of the business procedures that must be outsourced. It will be tough to discover the ideal outsourcing partner without specifications. Furthermore, the partner organization should be aware of the precise job requirements and project specifications.

2. Narrow down your selection criteria: The most crucial step of picking the right vendor is to decide on the selection criteria while evaluating them based on it. The criteria that can be used while selecting your BPO service provider are as follows:

  • Area of Expertise of the BPO Company
  • Services offered by them
  • Employee Strength of the firm
  • Cost of their services
  • List of clienteles

3. Shortlist Few Outsourcing Agencies: Begin shortlisting a few outsourced companies based on your evaluation criteria. Shortlisted organizations should ideally be confined to three to five service providers that can be further narrowed down.

4. Assigning Pilot projects: Once the shortlisting process is complete, it is time to assign pilot projects to each of them. This aids in determining the firm’s ability to carry out the responsibilities that will be assigned to the firm that will be employed.

5. Evaluation of the BPO agencies: This is the most crucial step which helps to select the apt outsourcing agency. Evaluation can be done based on the criteria such as:

  • Quality of the Delivered Output
  • The adaptability of the sudden updates in the project
  • Turnaround time of the project
  • Cost of the Services offered

6. Monitoring the Project Performance: The first step is to begin the project with the outsourcing partner. The work must be regularly supervised to ensure that the outsourcing firm can complete your project on schedule.

What is BPO in Call Center

Not every organization has the employees, resources, and abilities necessary to meet their customers’ call center service standards. Customers expect a response in 15 minutes or less for some inquiries. Meeting this expectation may not always be viable for a bootstrapped startup or SMB.

That’s where a call center for business process outsourcing (BPO) comes in.

Business process outsourcing (BPO) is the act of contracting out a portion of your company’s operations to a third-party vendor or service provider. A business process outsourcing (BPO) call center is a group of outsourced agents who handle incoming and outgoing customer calls for other companies.

Outsourcing inbound call services may appear to some to be a dangerous choice. After all, when it comes to your organization and its products, outside agents simply aren’t as knowledgeable as paid workers.

BPO call center agents, on the other hand, are taught to swiftly catch up. They are masters at adapting to other companies’ processes and help desk systems in order to swiftly reference the resources required to assist clients with support questions. Furthermore, the majority of BPOs employ their own modern call center technology, allowing its agents to execute on a company’s existing operations with greater efficiency and ROI.

Your ability to provide excellent customer service can make or break your company. The truth is that not every company has the resources or bandwidth to keep wait times to a minimum, resolve problems fast, or have the IT expertise that customers want.

In certain circumstances, hiring professionals is the most dependable approach to give that type of service. You may ensure that your clients receive high-quality service by using a BPO call center, without devoting time and resources to other important operations such as product development and marketing.

Business Process Outsourcing Consultants

Business process outsourcing consultants are consultants who ply their trade in the field of business process outsourcing, also known as the BPO industry. The leadership team of oWorkers act as consultants to clients and guide them towards making appropriate choices. They also act as consultants to the internal teams, showing them the path in every new engagement. The leadership team boasts of a combined experience of over 20 years in the industry.

As we have seen from the definitions, consulting is a wide remit. BPO consulting is no different. Some companies even use the term for their BPO partners, the ones who deliver their outsourced services. For a better understanding of what these consultants do, we can look at some of the services they offer to Outsourcers (Clients) and BPO providers (vendors).

We can get a clearer idea of what these consultants perform by looking at some of the services they give to outsourcers (clients) and BPO providers (vendors).

Clients and outsourcers are businesses who are either interested in outsourcing some of their business processes or are currently doing so. A business process outsourcing consultant can help them in a variety of ways:

Developing an outsourcing strategy

Despite their good intentions, many businesses may not know where to begin. Or even what it implies and what the proposed outsourcing entails. Because they haven’t done it before, they don’t have the expertise or skill-set to help them navigate the uncharted waters of process outsourcing. A firm does not operate at random. It acts as part of a strategy to increase value for itself and its owners. A business process outsourcing consultant will help the organization articulate and synthesize its first process outsourcing ideas, which will usually result in a plan.

Because you don’t know what you don’t know, the consultant steps in to fill the knowledge and experience gap, resulting in a clear thought process and articulated strategy, including a cost-benefit analysis; does business process outsourcing make sense for the company?

As is typical when a corporation begins to assess a new strategy, the rationale for doing so is that it sees some benefits from implementing it. However, the negative consequences of implementation are not completely understood at that point. The consultant forces a reasoned conclusion by providing difficult questions such as the ones below:

  • Will they lose critical skills?
  • Will it lead to the leakage of data or trade secrets?
  • What if the partner is unable to handle the work?

Is there any regulatory ramification? A strategy serves as the foundation for transactional execution. oWorkers, for example, has a defined strategy of focusing on clients’ back-office and data service needs and has carved out a position in this market. Despite being only eight years old, it is already regarded as one of the world’s top three players.

Identifying processes for outsourcing

Once the direction of process outsourcing has been established, deciding what to outsource is an equally significant decision for the organization. Is it possible to outsource the Finance and Accounting processes? Should the vendor begin by handling the Recruitment function? There is no conventional method. Because each business is unique, its technique of business process outsourcing will be unique and tailored to its needs.

The consultant will assist not only in determining which activities should be outsourced, but also in determining the order in which they should be completed. The essential function of migration in relation to outsourcing will be how the processes should be transferred out to the vendor to ensure little or minimal disruption.

And what the organization should do to minimize interruption, such as communicating with affected parties, particularly customers. Once the procedures are handled by the provider, a business process outsourcing consultant will assist in the development of a plan for supervision and management.

What types of reports should the provider provide? Is a physical touch from corporate workers required? How frequently? It should be noted that the outsourcer retains ultimate ownership of the procedures. If they fail, the outsourcer’s business suffers. As a result, there is a requirement to ensure that the partner and their supporting processes remain in excellent condition.

Whatever procedure is selected, staff availability is a crucial necessity of the BPO industry. Workers does highly in this category due to its capacity to attract and retain top personnel, as well as being a desirable employer in all of its operating geographies. This ability also allows them to hire short-term resources on short notice to meet an unanticipated rise in volumes, saving clients money.

What is the Main Work of BPO

When a corporation decides that another, more specialized organization can handle a business task better than they can, they choose to outsource. In many circumstances, businesses discover that outsourcing is more efficient than staffing and paying a department within their own organization to conduct business procedures.

There are numerous tasks that you might choose to outsource. Accounts payable, customer/call center interactions, document management, human resources (HR), payroll, and social media marketing are examples of these.

When businesses refer to business process outsourcing, they frequently divide the work they are outsourcing into two groups. Back-office outsourcing and front-office outsourcing are the two categories.

  • Back-office outsourcing is the form of BPO which deals primarily with the in-house necessities of a business. These include payroll, billing, or similar tasks.
  • Front office BPO refers to outsourcing tasks that include customer services, such as marketing or tech support.

Your company may profit from one or both forms of outsourcing, and the sort of outsourcing that is most beneficial to your company is determined by its specific needs. Alternatively, you may decide that you would prefer to maintain greater direct control over your company processes. You can still use business process automation to streamline business procedures that you do not wish to outsource.

What Are BPO Jobs?

Outsourcing a portion of a business function to a third-party vendor or external service provider is known as business process outsourcing, or BPO. If you wish to work in this industry, you can choose from a variety of job prospects. Learning more about BPO might assist you in determining whether it is the perfect career path for you.

BPO jobs are positions in corporations that supply businesses with outsourced services. Assume a company’s sales department employs an IT firm to assist their personnel with potential computer problems. In that instance, the IT process is outsourced to a third-party vendor.

There are essentially two sorts of jobs available in the BPO industry:

Voice-based outsourcing

Employees in voice-based or back-office outsourcing either troubleshoot problems for their customers or market services and products to future customers. Most occupations are performed remotely and involve customer service, finance, billing, accounting, and data processing. It is divided into two parts:

  • Inbound process: employees in an inbound process handle all incoming calls to answer their queries or troubleshoot their problems. These employees try to resolve complaints on the phone by raising a suitable ticket or complaint about the issue.
  • Outbound process: employees working in the outbound process have to call customers, pitch and sell the services or products of a particular company. For example, BPO employees working for a bank will call customers to sell their credit cards or insurance schemes. Therefore, it is essential to explain the company’s product and services in a way it appeals to customers.

Non-voice based process

Employees in non-voice-based or front-office outsourced jobs are not required to attend or make phone calls. Employees in a non-voice process use chats and emails to solve difficulties that a consumer is having. As a result, great writing and typing skills are required for this position.

Here are a few advantages of working in this industry:

  • Always in demand: BPO jobs are in demand because companies from every sector, including healthcare, finance, technology, business management, manufacturing and education, can outsource a part of their business process.
  • Faster growth: it allows you to choose from a range of career opportunities. Also, you get a chance to serve both domestic and international clients. It helps in improving your skillset and advances your career faster.
  • Flexibility in work: if you want flexibility, a job in BPO provides excellent flexibility in terms of working hours and continuing education.
  • Higher salary: the pay structure of entry-level jobs is higher when compared to other industries employing candidates with only a higher secondary degree.

What are the Requirements for BPO

Almost every new hire starts in the BPO (Business Process Outsourcing) industry. Every large-scale business contracts with BPOs, which are regarded as the backbone of the information technology industry. Working in BPO is also a wonderful chance because it allows you to build skills that will help you succeed in any other profession.

The following qualifications required to get into the BPO industry:

Education Qualification
For non-technical voice-based BPO job- 12th pass or intermediate
For technical voice-based BPO job- B.Tech or B.com degree

Good communication skills
You should not hesitate or fumble while talking to the customer. The fluency should be accurate, and a good accent is preferred.

Correct usage of English/Hindi
You should know the correct terms when telecalling or resolving a query. Likewise, the customer should be able to understand you.

Patience and good listening skills
While dealing with customers, voice-based or non-voice based, the person has to be very patient and respectful. In addition, the voice should be presentable and should always sound helpful.

Computer Knowledge
You should know the basic use of computer and web browsing activities. For some roles, the ability to write emails and chat messages is essential. M.S. Office should be at your fingertips.
If working on the back end, the typing should be fast. Twenty-five words per minute is the moderate requirement.

Clear view of current market trends
You should be informed about all the ongoing trends related to the company you are working with. Keep on learning new things to stay in touch with the current market.

Pros and Cons of Business Process Outsourcing

Businesses are constantly looking for new ways to adapt, stay competitive, and minimize expenses. In today’s business world, one method is to use business process outsourcing (BPO). It’s simple to implement, and as a cost-cutting tool, BPO is very appealing. But is it the best option for your company?

Each firm is unique, and some may profit more than others from business process outsourcing. Certain sorts of firms may benefit from performing all procedures in-house rather than outsourcing. However, for many other businesses, BPO allows them to minimize expenses while remaining focused on innovation.

Before deciding whether BPO is ideal for your firm, you need thoroughly weigh the advantages and downsides.


Not every organization has the resources to perform all of its critical business procedures in-house. This is where BPO comes into play. You delegate specific tasks (such as payroll or billing) to a company that specializes in those services.

Outsourcing is almost always less expensive than hiring and training personnel to handle everything in-house. In addition to saving money, BPO allows you and your employees to focus on other, more vital elements of your organization.
Other advantages of BPO include:

  • Reduced administrative costs. When you outsource business processes, you’re also outsourcing much of the administrative tasks for those processes.
  • Focus internal resources on core business activities. You can stop spending company resources on tasks than anyone could handle and focus on what makes your business unique.
  • Save on infrastructure, workforce, and technology costs. You no longer have to maintain in-house space for outsourced processes, pay employees to work in those departments, or upgrade your own technology.
  • Improves your business’s overall efficiency. Employees can now focus the time they would have spent completing routine business processes on completing core business activities more efficiently. That will also increase your productivity.
  • Gain access to specialized skills. Rather than hiring specialists in several different areas, you simply outsource tasks like accounts payable and document management to a group of specialists.
  • Provide job opportunities. Though outsourcing means your company might not need as many employees, you are still providing jobs through the company you hire to handle your business processes.
  • Scale resources quickly. If your business is rapidly growing, outsourcing allows you to upgrade your processing quickly without the hassle that would be involved with expanding an in-house department.


Some types of enterprises are more suited to BPO than others. For example, if your firm requires a high level of flexibility in particular areas of business, it may be preferable to handle certain operations wholly in-house, allowing you to maintain complete control at all times.

Another potential disadvantage of business process outsourcing is the inherent risk of entrusting your firm’s critical processes to another organization. If they go bankrupt or out of business, it can put your own company in jeopardy. That is why it is critical to work with a reputable outsourcer.

Hiring outside vendors to handle any of your company activities entails risks, especially in terms of quality and efficiency. The business has faced a shortage of skilled personnel, political stagnation, and some trade protectionism. Aside from these, there are other dangers, such as:

  • Security Issues

There are communication and privacy concerns when outsourcing something involving information technology. It’s more difficult to keep your data secure when the information system isn’t even in the same country. Because different countries have varying security requirements, it may be much more difficult to keep your data secure. Hackers can utilize the internet to gain access to servers in the same way that you do.

  • Communication Issues

If your company chooses to use BPO organizations outside of your country, language problems are a serious challenge. This can cause new procedures to be delayed and diminish feedback from multiple departments. Finally, it may provide light on larger issues within your procedures and operations. If you provide customer-facing services, third-party vendors may encounter linguistic hurdles.

  • Underestimating the Costs of Services

Organizations that hire BPO to handle jobs frequently underestimate their budgets. The operating costs are sometimes overlooked. Even so, there are hidden expenses involved with selecting a vendor, currency conversion and value fluctuations, hardware and software upgrades, internal transitions, and the possibility of a drop in worker productivity.

  • Depending Too Much on Service Providers

When your firm selects a vendor to execute specific operations procedures, that vendor becomes a part of your workflow. If the vendor encounters any problems at work, your organization may incur additional fees and have diminished production. For example, the cost of recruiting workers may rise. To cut expenses, vendors will replace senior employees with less-experienced workers. As a result, the quality may degrade.

When you outsource a portion of your business, you run a number of risks that vary depending on your company’s structure and the type of business you run. Outsourcing back data input may not pose a significant risk for a large divided organization. A small business that relies on BPO for production, on the other hand, faces a far greater risk. Other common dangers related with BPO include:

  • Quality control/quality assurance
  • Nonlocal employees
  • Data breaches
  • Political instability
  • Maintaining strategic alignment
  • Exposure to hacking and changes in technology

How to Start BPO Business From Home?

BPO, or business process outsourcing, can be an excellent option to launch a home-based business. It might be a low-cost option to get your business up and going, and it can give you the freedom to work from home. When starting a BPO business from home, there are a few things to keep in mind, but with a little strategy and preparation, you can be on your way to success.

The following are the steps to starting a BPO business from home:

Make a Business Plan: First, decide on the sort of BPO firm and develop a business plan. It is critical since you cannot decide what to do unless you know what services you will offer. In addition, here is a comprehensive list of everything you’ll need to create an efficient business plan:

  • Business Name
  • Business Summary
  • Managerial Outline
  • Goods and Services
  • Mission Statement
  • Vision Statement
  • Job Roles and Responsibilities-Chief Executive Office, HR and Administrative Manager, Business Development Manager, Systems Manager, Accountant, Frontline Responders, Marketing Executives, Maintenance Department, Security Guard, Cleaner
  • SWOT Analysis
  • Market review
  • Sales and marketing tactics
  • Sources of Income
  • Sales Estimate
  • Publicity and Advertising Plan
  • Pricing Strategy
  • Startup Expenses
  • Growth and Development plan

Do your research. When starting any business, it’s important to do your research and understand the industry you’re entering. This is especially true for a BPO business, as there are many different types of services you can offer. You may want to look into other entrepreneurs who have successfully started their own BPO businesses so that you know what they did. Once you’ve done your research, you should decide which type of service(s) best fits your interests and expertise.

Determine whether this is the right time for a new venture. If this isn’t the right time for a new venture, don’t force it – just save this idea until later! You should also take into account whether or not you have enough money saved up to invest in such an endeavor, as well as how much time and energy you’ll have available.

Documents Required to Launch a BPO Company


  • DD of Rs 1000/- in the name of “Pay & Accounts Officer (HQ), DoT” toward the handling fees.
  • Location of the Indian office and international office where the IPLC end
  • The IPLC bandwidth
  • Number of posts in the Call center
  • MOA (Memorandum of Association) and AOA (Article of Association)
  • Office layout with gear details.
  • Foreign client details (if the business does not have any foreign client yet, then give it before the start of the activities)


  • DD of Rs 1000/- in the name of “Pay & Accounts Officer (HQ), DoT” toward the handling fees.
  • Location of places joined with rented lines and where incoming PSTN lines end.
  • The leased lines bandwidth.
  • The number of posts in the office.
  • MOA and AOA 
  • Office layout with machine information.
  • Clients’ information (if the company do not have any client, then give it before the start of the service)

Spread the news: Market your business to attract potential clients. To clarify, use the right and available platforms to advertise your business. Also, make sure you are advertising on the source having the most crowd of your target audience.

Tips for advertisement

  • Firstly, introduce your BPO by delivering promotional letters with your brochure to all business firms in the foreign and Indian market society.
  • Secondly, register your firm on yellow pages.
  • Thirdly, go to workshops and business exhibitions.
  • After that, create diverse offers for separate categories of clients.
  • Above all, use the internet for advertising your business.

Starting a BPO firm is an excellent method to supplement your income or maybe launch a full-time venture. Starting a BPO company requires no additional skills or certifications. You only need a computer, an internet connection, and some basic office supplies. You can launch a BPO business from the comfort of your own home.

Read Also: How to Start a Home Nursing Care Business?

There are numerous advantages to establishing a BPO organization. You can work from home, set your own hours, and be your own boss. Furthermore, you can earn a nice living by offering them with high-quality services.

If you want to create a BPO company, here’s what you need to do:

  • Choose the type of services you want to offer.
  • Decide if you want to work with a company or as an independent contractor.
  • Sign up for some low-cost web hosting and purchase an inexpensive domain name
  • Find a reliable phone service that offers unlimited long distance
  • Purchase an inexpensive desktop computer
  • Create a website
  • Offer excellent customer service
  • Get marketing materials
  • Get insurance
  • Become social media savvy
  • Share content on social media
  • Have fun!

Many people establish their own BPO business from home. They appreciate the freedom to work from home and in their pajamas if they so desire. Working from home also has advantages such as not having to deal with traffic or noisy coworkers. Many BPO entrepreneurs find success as independent contractors since they have more control over their firm and are not bound to one organization.

How Can I Get BPO Business

1. Participate in Virtual Events

Virtual events are an excellent method to raise awareness of your new call center, communicate with customers, and generate leads. There are numerous types of virtual events, so there is bound to be one that is a suitable fit for your company. Here are a few community and virtual events in which you can market your business:

  • Online webinars
  • Twitter chats
  • Facebook live events
  • Instagram live events
  • Pinterest parties
  • LinkedIn groups

Each of these virtual events allows you to connect with potential consumers while also promoting your call center. If you’re not sure which event is best for you, talk to your target audience and discover what they’re interested in. Then, select an event that coincides with your objectives and begin promoting your company.

2. Partner with a BPO Agency

You know that working with a Business Process Outsourcing (BPO) agency is one of the best ways to attract clients if you work in the call center sector. This gives you the opportunity to collaborate with a company that already has a good name and a huge client base. As a result, you will be able to create your own client base and reputation in the business.

Companies frequently seek BPOs to outsource their work. That is why call centers should contact BPO firms so that they can outsource their clients’ requests for call center services to you. It’s a win-win situation for your call center and the BPO firm.

Breezy reports that 57% of firms use partnerships to obtain new clients. It follows that a virtual call center should do the same. There are a few things to consider while working with an agency. First, you must locate a BPO firm. Then you should make certain that the agency is respected and has a good relationship with its clientele.

Second, you should ensure that you can provide something of value to the agency in exchange for their assistance in gaining you clients. Finally, make sure you have a contract outlining the parameters of the relationship.

3. Implement an employee/customer referral program

According to a survey, 92% of individuals trust suggestions from friends, family, or anybody they know. When introduced by someone they know, these folks are four times more likely to become clients.

An employee/customer referral program is an excellent strategy to expand your company’s clientele. By offering incentives to staff and prizes to active consumers who refer new clients, you can swiftly grow your reach and build your brand.

When referral marketing is used, 50% of employees are more inclined to refer if a direct incentive is presented. Furthermore, 69% of clients are willing to try a new firm if the rewards are attractive.

There are a few things to consider while developing a referral program. First, you must decide what kind of incentive or reward you will provide. Is it going to be money, free things, or something else?

Second, you must establish certain criteria for who is qualified to receive the reward. You may, for example, limit the incentive to employees who suggest new clients who make a purchase.

Third, you must publicize your referral program so that staff and consumers are aware of it. This can be accomplished through email, social media, or in-person events.

4. Use Multichannel market

As a call center owner, you know that providing excellent customer service is one of the most important things you can do to attract clients. And in today’s world, the multichannel market is the best way to provide the high-quality service your clients expect.

With multichannel marketing, you provide support through a variety of channels, such as phone, email, live chat, and social media. This allows your clients to choose the most convenient channel for them and get the help they need when they need it.

Offering multichannel customer service has a number of benefits for your business. It can help you reach more clients, provide better service, and boost your bottom line. 

According to a report, 52% of businesses use three or four channels to reach more consumers. If you’re not currently doing multichannel marketing, now is the time to start.

5. Create an ad campaign

Creating an advertising campaign can be daunting, but luckily there are a few tried and true methods that can help you get started. First, you’ll need to determine your goals for the campaign. In our case, the goal is to get clients. Once you know your goals, you can start to create an ad campaign strategy.

Second, you’ll need to choose your target audience. Who are you trying to reach with your ads? Once you know who you’re targeting, you can create your ad campaign creatively. By creating a series of ads that target your ideal client, you can increase the chances of getting them to use your services.

Next, you need to choose the right platform for your ad campaign. Where will your ads be seen? Will they be on TV, on social media, or in print? This is where you’ll decide on the look and feel of your ads and the messaging you want to communicate. You can focus on the benefits of using a call center, such as cost savings, convenience, and 24/7 support.

Finally, you’ll need to determine your campaign budget. How much are you willing to spend on your ad campaign? Once you have a budget in mind, you can start to plan your ad campaign schedule.

6. Competitive intelligence

There is a famous saying, “Keep Your Customers Close and Your Competitors Closer.” 

If you manage a call center, you know that having up-to-date information on your competitors is critical to your success. After all, if you don’t know what they’re doing, you can’t adjust your own strategies to stay ahead of the game.

That’s where competitive intelligence comes in. Competitive intelligence is gathering information on your competitors and using it to improve your business. It’s a crucial part of any call center manager’s job, and it can give you the insight you need to make your call center the best it can be.

Building a competitive intelligence system can be challenging, but it’s well worth the effort. Here are a few tips to get you started:

  • Define your competitive landscape. CI programs should focus on direct and indirect competitors that offer similar services.
  • Set up a system for gathering information. This can include everything from monitoring social media to conducting research to attending.

7. Grab leads from websites

There are many ways to generate leads from websites. You can run ads, create landing pages, or use forms to capture contact information. You can also use chatbots to engage with website visitors and collect leads.

The most important thing is to ensure that your website is designed to make it easy for targeted visitors to find what they’re looking for and take the next step.

These days the initial instinct of a client is to search for the business they are looking for through search engines like Google and social media platforms. That’s why it’s an important part to launch yourself ahead of other call centers by owning your own website.

If clients come searching from social media, it’s a little easier to reach your website since you will definitely put it on social media. 

However, if they look for virtual call centers on Google, you need to really step up your game by improving your website ranking. For this, you will have to pump your SEO to optimize your website content and rank your web pages higher so clients can easily find you. Get an SEO expert to start improving your website.

Additionally, here are a few tips to help you grab leads from your website:

  • Use clear and concise calls-to-action (CTAs)
  • Include a firm offer on your landing pages
  • Use pop-ups and chatbots to capture leads
  • Make it easy for visitors to reach you with a click-to-call widget
  • Add newsletters, etc.

8. Boost the email campaign

Email campaigns are a great way to promote your cloud-based call center. They can help you reach a wider audience, build brand awareness, and generate leads. But the question is, how many prospects are you emailing in a single day? 

If you are sending the emails manually, then you can never reach be able to boost your conversion rate. That’s why you need to automate your email campaign in order to send hundreds of emails without breaking a sweat. There are many email automation tools that can help you email more prospects and increase your chances of getting clients to contact you.

For this, you should definitely look into email marketing platforms that are suitable for your current budget and needs. Some of the biggest companies rely on Mailjet, MailChimp, or Aweber, but if you’re just starting out and cannot afford those, there are many other affordable options to consider.

However, before you start your email campaign, there are a few things you should know:

First, you need to make sure you have a good list of email addresses. You can either build your own by collecting email addresses from your website or social media followers. 

Quick Tip: get an email list of startup businesses and give them the best offer that they can’t resist.

Once you have your list, you need to create a compelling email that will encourage people to buy your product or use your service. This means your email needs to have a strong subject line, an engaging message, and a call to action.

Finally, you need to track your results so you can see how well your email campaign is performing. This means looking at things like open rates, click-through rates, and conversion rates.

9. Stay active on social media

Your virtual call center should have a social media presence to stay relevant and engage with your audience. Posting content on social media is a great way to generate leads and drive sales. But what kind of content should you be posting?

Your social media content should be a mix of informative and promotional content. You should post content that educates and informs your customers, as well as content that promotes your products or services. A good mix of both will help you build thought leadership and brand awareness.

In addition to posting your own content, you should also be active on social media. This means liking and commenting on other people’s posts and sharing relevant content from other businesses. Being active on social media shows that you’re engaged with your audience and that you’re interested in what they have to say.

A statistic suggests that 40% of consumers expect businesses to respond within one hour on social media. So as a call center specializing in customer service, make sure to give your clients the best service to grab their full attention.

Here are a few tips to help you stay active on social media:

  • Post regularly. Make sure you’re posting new content on a regular basis. This will keep your followers engaged and coming back for more.
  • Respond quickly. When someone leaves a comment or asks a question, give a quick response to increase the interaction with the audience.
  • Use hashtags. Hashtags can help you reach a wider audience and connect with like-minded people.
  • Share other people’s content. In addition to sharing your own content.

10. Get in touch with lost clients

Many call centers don’t make it a priority to get in touch with clients who they’ve lost contact with. However, this is a crucial part of maintaining a successful business. Getting in touch with lost clients can help you reactivate them as customers, increase positive reviews, and reduce churn.

According to an article, there is a 20-40% chance of getting back lost clients in comparison to a 5-10% chance of converting a lead into a new client.

There are a few different ways to get in touch with lost clients. You can reach out to them via email, social media, or even good old-fashioned snail mail. Whatever method you choose, make sure you personalize your message and show them that you’re truly interested in reestablishing contact.

If you’re not already making an effort to get in touch with lost clients, now is the time to start. You may be surprised at how easy it is to reactivate them as customers and how beneficial it can be for your call center as a whole.

11. Teach Your Customers by Providing informative resources 

There are always common questions that call center agents to need to answer regularly to clients. This could be repetitive and increases queue time for other important queries. 

The best way to address this is by providing a FAQ section on the business website where clients can easily find answers to those basic questions.

Such a strategy can reduce the total call volume in the call center and queue time. Eliminating such calls can help agents to focus on clients with urgent or difficult issues.

Call centers can create step-by-step tutorials on their knowledge base for clients to handle such basic queries.

  • Use a ticketing system

One of the most popular methods for call centers to handle clients’ requests is using a ticketing system. It enables call centers to automatically store all the customer information and type of their queries.

Ticketing systems help call centers organize all the queries in proper and safe order so that nothing is missed. Also, it assists in prioritizing the queries on the basis of their submission time and the difficulty level of the issue.

  • Reduce queue time

Although call centers cannot exactly determine the exact queue time so that they can minimize the time clients have to wait in the queue by using call center queue management strategy, they can work their way around depending on their experience.

Call centers need to deeply monitor different KPIs to evaluate the average queue time. It also helps them to identify what areas are forcing clients to wait for more than usual.

This way they can improve the performance of their system and agents to give services to clients as fast as possible.

Set a Follow-up routine

Not all clients provide customer feedback on how their experience was during their interaction with call center agents. Such feedbacks are real insights to see how the call center is providing services to the clients.

Call centers need to follow up with their clients to get feedback through surveys, feedback boxes, phone calls, or customer interviews. Some call centers offer incentives to clients for providing honest feedback.

12. Marketing and cold calling Campaigns

Call centers need to focus on different marketing campaigns to attract customers. Businesses need to come up with marketing schemes for new and old clients so that make efforts to contact call center agents.

In such situations, agents need to follow a strong script to make sure clients buy the scheme.

On the other hand, call centers can arrange cold calling campaigns to contact a list of potential clients. Call center agents already have the contact details of clients collected through various campaigns.

13. Hire quality call center agents

One of the most basic issues businesses has that decreases their client number is the performance of the call center agents. So, it’s very important for call centers to hire quality call center agents.

An agent should have patience, fluent communication skills, empathy, and confidence to deal with any type of client and their problems. HR must look for these qualities in the candidates when hiring an agent for the call center.

  • Regular training sessions

Call centers need to regularly provide training sessions to their call center agents, especially for new agents. They need to provide core knowledge of company values, product details, various tools, etc.

Call centers need to train the agents to handle all the questions and complaints of clients to give a better customer service experience.

One-time training isn’t sufficient. They need to regularly conduct training for call center agents to stay up-to-date on the latest trends and improve their skills.

Along with you can also provide

  • Provide Call center scripts.

However, writing a script isn’t enough. It may sound great to you but may not perform as expected. So, call centers need to perform A/B testing to examine the efficiency of call center scripts.

A/B testing or split testing allows the call center to compare two different versions of the call center script to check which provides the best performance. It’s a wonderful method to determine what the client actually wants to hear.

What is the Benefit of Using Information Services to Enhance Business Processes?

With the ongoing change and evolution of client preferences and requirements, firms who can implement new methods and innovative tactics will be able to survive the market and continue to function in accordance with customer requests. The development of an information system can greatly benefit organizations by assisting in the control of internal and external activities.

Following are the benefits:

New Products and Services

Any business striving to enhance and to give a strong hold on the future has to instill a well organized Business Information System. An IS can help in analyzing independent processes and enables organized work activities. Hence an information system entitles the companies to understand how the company generates, develops and sells the services or products.

Information Storage

Keeping a log of activities is important for all the organizations, to understand the reason for the problems and so to provide solution to the same. Business Information System makes it simple to store operational data, revision histories, communication records and documents. The storing of data manually involves a lot of time and money. A sophisticated Information system stores the information in the database which simplifies the process of finding the data easily.

Simplified Decision Making

Business Information System, eases the process of decision making and simplifies the process of delivering the required information and hence assists in taking better decisions instantly.

Behavioral Change

Business Information System can be effectively implemented to help communication better between the employers and the employees. Information Systems work better as it stores documents and files in folders that can be accessed and shared by the employees. This ensures to oversee the flow of information between the management and the lower-level employees. This also allows the the front-line employees to be a part of the decision making process and hence feel motivated and committed towards doing a task.

Is BPO Business Profitable?

Have you ever wondered if BPO (Business Process Outsourcing) is right for your company? Here are four reasons why you should think about it.

1: As a franchise business operator you need to have bullet proof and replicable processes. Having some of these processes performed here or overseas shouldn’t matter, but the operating costs sure do.

As a franchisor you must have strong, robust and repeatable processes that apply to all your sites and operators. Imagine your franchisees being able to deliver and execute these processes and outcomes at up to 60% off of the current labour costs in Australia through the use of BPO. Consider what it costs you and your operators to add a new employee – in wages, HR on-costs (such as superannuation, leave, work safe levies, etc.), IT equipment, office space, phones, computers – the list goes on and on. Compare that to an ‘all in’ rate that can be measured and apportioned in an exact way.

2: Free up your franchisees and member resources for the highest yield activities.

Each franchisee business has to employ staff to work on low yield business activities that have to be taken care of. By giving your franchisees access to a pool of qualified and specialist resources through BPO, your franchisees can focus on the high yield activities that drive increased margins and gross profit while making sure this work is accomplished effectively, efficiently and at significantly reduced costs.

3: Give your franchisees and members access to a pool of skilled shared resources 24x 7, and in chunks that work for them.

Business Process Outsourcing can take your processes, and effectively train, perform, monitor and report outcomes in real time, and have these resources ready for your members to access any time of the day or night. From as little as a few hours a week to multiple full time staff for your franchisees, BPO can share pooled services easily and economically.

4: Make additional revenue. Take a management fee on every hour of shared resources in your operation.

Earn business group margin for every hour of resources used by your franchisees. Each hour of pooled BPO resources you make available can be charged out including your relevant franchisor fee, rebate or percentage margin.

How to Sell Business Process Outsourcing?

Business process outsourcing begins when a company determines it can gain a benefit from outsourcing a business function, such as marketing, accounting or supply chain management, to an external company. The company then begins researching different companies that specialize in performing the needed business function. Often, the searching company will contact more than one BPO company to determine the best fit.

Once a company has reached out to a considered BPO company, a conversation begins. Many BPO companies determine the needs of the client company, then tailor a solution to those unique needs. In this way, often, no BPO-client relationship is exactly the same. The BPO company will then draw up a contract, often called a master service agreement (MSA) or a service-level agreement (SLA) that gives a broad overview of the terms of the agreement.

Once the client company receives these broad contracts from considered BPO companies, its decision-makers decide which BPO company offers the best value and hires one. A backup BPO company may also be selected in case the primary BPO company is not able to deliver as expected.

Once a BPO company is hired, more granular agreements may be drawn up to cover how each project will be handled by the BPO company. Such a granular contract is often called a statement of work (SOW). The relationship then continues based on the specifications in the MSA, SLA and/or SOW. In particular, the SOW may be revisited and revised when needed to ensure an optimal ongoing relationship between the client and BPO provider.

For those who do not know, outsourced services is contracting another entity, outside the company, to carryout parts of the work that the company needs to do in order to maintain its profitability, namely through cost reduction.

Nowhere is outsourced services more alive than in the IT world, where systems, applications, software, etc. are always on the go, and they need to have access to the latest technology available in order for them to maintain their market presence.

Clients usually require outsourced services for such areas as application architecture and development, monitoring and quality assurance, business intelligence, support and maintenance, among others.

Why do companies need outsourced services? There are many reasons for that, starting with the need to reduce operational costs and bringing them within budgetary control, wanting to allow the company to actually focus on what it is really meant to do rather than engage in development projects that a vendor surely has more solid core competencies for that, or to capitalize on resources, such as talent and/or the latest technologies, which they do not have available.themselves.

With outsourcing comes off-shore outsourcing, where a company in one country outsources its needed services to a vendor in a different country. Today, countries such as Belarus, Slovenia, China and India are major players in providing off-shore outsourcing services, which is due to the availability of advanced technologies, capable and skilled IT workforce, and above all, reduced labor costs.

Some of those off-shore vendors have, intelligently, established actual presence for themselves, by setting up companies in the target markets, such as that of the United States, through which they have established a name for themselves, so that clients will no longer feel any risk in dealing with an obscure, remote and far off company somewhere on the other side of the world.

Today, as vendors of outsourced services fiercely compete to sign up clients, many vendors, although the technology and the service that they offer is very up to date, have ignored the importance of upgrading their lead generation and sales strategies and efforts, turning them into obstacles rather than door opening tools.

Selling outsourced services is anything but a product sale. Still, many salespersons insist on pushing it as they would any product, which the targeted client may or may not need, or the interests of the client lay in an area totally different than the salesperson is pitching. In addition, that sense of competition exists also among salespersons of the same vendor, which results in different salespersons reaching out to a prospect who might as well be in the final stages of awarding the service to that exact vendor through another salesperson on the team. Noway you say? I have seen it happen.

If we take a look at lead generation itself, we will find that it is a lengthy process of contact verification and interest determination until the salesperson commences selling. The client, on the other hand, is almost always resistant to new pitches, or several contacts from lead generation to sales pitch, and decides to go into hiding, or to make him/herself less available for the aspiring salesperson.

Why we dislike the “pushing the product approach” when courting a potential client? Because when you are pushing a product, you allocate more time and effort on showing how great is your product, rather than focusing more on relationship building with the client. When it comes to decision making to outsourced services, relationship building almost always plays a pivotal role in the client favoring you with their decision. I always tell people in sales to remember that a good salesperson can sell a very bad service, while a bad salesperson, although offering a far better service, will fail in closing deals.

It is also important to remember than unlike selling a product, an outsourced service is a long term process, where the client is engaged with the vendor for months, if not years, so, your job is never done once the deal is closed, and you will have to maintain a solid and ongoing relationship with your client, in order to maximize your revenues through renewals, adding more services, etc., especially since switching from one vendor to another is not only costly, but is also a huge headache for the client (This is the initial challenge where good salespersons can overcome when they first approach a new client).

Always remember to be honest in your promises. This will always make you deliver true value, both to your client and your company, and will avoid putting your company in a position where they fail in delivering what you have over promised, and always continue to upsell your clients, and getting them deeply ingrained with you.

When you initiate contact, remember that the client has heard of tens, if not hundreds, or salespersons like you, and that initial contact is the make or break step, so use your ears more than your mouth, give the client a chance to tell you where the needs and pains are, and this is how you become a solutions salesperson, when what you sell is customized to those exact and unique needs and pains that your client has.

Although most vendors scream their need for hunters within their sales organization, a good salesperson will not only know how to hunt, but will also know how to capture through relationship building, so that when another client has a need, they become the hunter, and you become the very happy hunted.

By ensuring client satisfaction, you will surely grow your client base, so remember to build trust when prospecting clients, polish your account management skills and pair them with your sales skills, capitalize on all marketing efforts that your company is doing, and think more like a project manager than a salesperson.

Last, but not east, always remember that this is a team effort, so do your best to facilitate cross departmental communication within your company, most especially during the prospecting, proposal and negotiation stage, and most importantly, between your client and the different teams that will take part in delivering the service, no matter where they are located.

Examples of Business Process Outsourcing

The following section offers some examples of business process outsourcing, including payroll, call center customer service and supply chain management. However, business process outsourcing can be helpful with a long list of business functions, including HR, marketing, accounts payable (A/P), research and development and sales, among others.


Payroll involves calculating and disseminating wages and taxes to workers and government agencies. In a nutshell, it starts with a list of employees and their status as a contractor or employee. Wages are calculated based on employment status, tax withholdings, paid time off (PTO) and more. Wages are often paid via direct deposit and pay stubs are provided to employees. Records are kept, estimated taxes are paid quarterly and taxes are often filed yearly.

Read Also: What is a Self Care Business?

Clearly, a lot of time and process goes into processing payroll. It requires not just paying talent but hiring experienced payroll talent to execute the ongoing work and avoid financial risk. Companies can outsource this process to save time, money and resources that can then be dedicated to their core competencies. By putting this process in expert hands, companies can also reduce the risk of penalties for payroll errors.

Call Center Customer Service

Call centers often work with customers to ensure they have the best experience with company services or products. The process involves answering customer questions and helping to resolve issues related to the company’s products or services. For the best outcome, call center personnel should be professional (even with upset customers), knowledgeable, personable, clear and able to balance meeting customer needs against company interests.

Because we live in a 24/7-on world, the greatest customer satisfaction is often achieved with a constant presence to support them. Many small businesses do not have the time, resources or funds to support customers 24/7. In addition to the constant demand for customer support, many companies don’t have the talent to meet other customer needs, like multilingual support. Call centers are often equipped with talent and resources to meet such needs.

Supply Chain Management

Supply chain management controls the process and flow involved in making products. For example, to make shoes, raw materials are sourced, sometimes from multiple sources across the globe. Next, the raw materials are sent to the company that makes the shoes. Then, the shoes are sent to the companies that distribute them to customers. All the while, inventories are managed so resources arrive on time but don’t cost extra storage, labor or other costs.

Supply chain management is a complex process that, if not done precisely, can cost companies their profit margins. The chosen partners in the supply chain can make or break a company’s legal and moral standing. Its management involves legal counsel, payment processing, sourcing partners, quality control, accounting procedures, specialized software and more. An experienced BPO company can manage these complexities while reducing risk.

Most businesses today use business process outsourcing in some form or another. Here are a few examples of business process outsourcing at action in various industries.

1. Coca-Cola

Coca-Cola is an interesting example of how outsourcing can help both with global presence and focus. Production is not the key to their success, so they’ve outsourced that process via franchising to companies closer to each market. The syrup and its recipe are kept internally, but the bottling and distribution is performed by other companies.

2. United Airlines

United Airlines and many other airlines outsource the low-wage jobs that are needed on the ground within the airports. It helps decrease the costs, but the lower wages paid by contractors as compared to what the airlines normally charge have sparked protests from labor unions. In a comparison reported by Travel Weekly, the average salary of contracted workers was approximately 64% of what airline employees were paid for similar jobs. Not surprisingly, the share of contracted workers has increased by 50% since 2002.

3. Apple

About half of all smartphone owners in the US can see proof of another outsourcing example right in their pockets. The text on the back of the iPhone reads “Designed by Apple in California. Assembled in China”, and there are several reasons why Apple has production in China and not in the US. One important reason is to be able to cope with the volume of products, which requires both an ecosystem of suppliers in the area and access to workers.

4. Spikeball

Smaller companies make use of the benefits of BPO as well. The sporting equipment company Spikeball uses Bill.com to manage payments, claiming that they otherwise would have needed a full-time person doing that internally. Such back-end functions are especially useful for startups and smaller companies to outsource. Either because they don’t want to, or or because they cannot afford to, keep people on the payroll to handle non-core processes like administrative work.

5. Tesla

An outsider in this list is Tesla, as they have decided not to outsource dealerships and charging stations like most other auto manufacturers do. Instead, they are betting on vertical integration of these businesses to keep closer control over them. Surveys have shown that customers are very satisfied with the services provided by Tesla on those services, but it has been an expensive investment and it remains to be seen how it pays off in the long run.

Which Country is the Market Leader in Providing International Business Process Outsourcing?

Whether you’re a new firm or an established one, contracting work to a third party in some of the top outsourcing countries, such as India and the Philippines, provides numerous advantages. It can help you save money, hire from a competent talent pool, complete projects swiftly, and have access to flexible staffing, among other benefits.

Here are some of the world’s greatest outsourcing countries right now:

  • India
  • The Philippines
  • Ukraine
  • Poland
  • Brazil
  • Mexico
  • Malaysia
  • Argentina

Outsourcing can assist you in scaling your business, saving money, and focusing on your core competencies.

That is why it is critical to carefully select your outsourcing destination. You must guarantee that the destination and outsourcing business you select are lucrative, provide talent with the appropriate skill set, and provide a smooth outsourcing experience.

Business Process Outsourcing (BPO) is a tried-and-true approach for cutting expenses and increasing income for firms of all sizes. Outsourcing business procedures also helps enhance productivity in core business focus areas, allowing teams to be more innovative.

With a revitalized customer focus, BPO can also significantly improve customer experience levels. Finally, BPO firms can assist your organization in making the best use of its existing resources.

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