Contact Center Management

Contact Center Management

What is BPO?

Business process outsourcing (BPO) is the hiring of another company or vendor to handle different components of your business. It is essentially the outsourcing of non-primary needs to a third-party. You may decide that a different company can execute various tasks better, cheaper, or more efficiently than you can in-house.


This article will cover different types of BPO, as well as how AI can maximize BPO capabilities. 


What is Business Process Outsourcing used for?

BPO can be used to outsource everything from social media to human resources. BPO was originally used mostly in manufacturing, though today it can be found in most industries, including non-profits and government agencies.


Types of BPO

Different BPO types include:


Offshore outsourcing

Offshore outsourcing is when work is done overseas, typically for lower costs.


Onshore outsourcing

Onshore outsourcing is when work is outsourced domestically.


Nearshore outsourcing

Nearshore outsourcing is when work is redistributed to countries near your office.


Knowledge process outsourcing (KPO)

Knowledge process outsourcing is the outsourcing of core business activities which are integral to your business’s operations.


Legal process outsourcing (LPO)

Legal process outsourcing is the distribution of legal needs to a BPO.


Research process outsourcing (RPO)

Research process outsourcing is the outsourcing of research and analysis work. As seen above, BPOs can be used to redistribute a wide variety of tasks.


How is AI changing the BPO Industry?

Artificial intelligence (AI) is changing the BPO industry by providing machine learning that can automate and optimize BPO processes. AI machine learning and robotics are poised to revolutionize BPO by making tasks more accurate, efficient, environmentally friendly, and cost-efficient.


Why is AI customer experience a BPO priority?

AI customer experience is a top BPO priority since it can enhance how users interact with your brand. Technology and AI can lead to better customer service and can help predict what your customers want and how to best respond to their needs.  


AI for call centers

AI is transforming how call centers operate by using predictive analytics to anticipate customer needs, giving real-time feedback on caller responses, and lowering operating costs by reducing call staff headcounts. For example, chatbots with AI features such as natural language understanding (NLU) can be used to reduce the number of human representatives needed.


AI-powered customer support, such as [24]7 Agent Services™, can help save money and improve customer service. Examples of how AI can enhance customer support include:

  • Simple inquiries can be handled by chatbots, which can be available to help customers 24/7.
  • AI BPOs can utilize predictive analytics to upsell callers with recommended products based on their conversations.
  • Intelligent call routing can quickly match customers with the best agent for their inquiry.


AI solutions for business process outsourcing

BPOs using AI technology can improve the customer experience. For example, tools like [24]7 Active Share™ can empower agents to send personalized content across a range of mobile devices through static and dynamic Active Cards. Callers can receive a visual of what agents are explaining and easily respond through completely secure sessions.

[24]7 Agent Services

[24]7 Agent Services

Learn about our business process outsourcing (BPO) solutions with agents highly skilled in chat, messaging, voice, and email interactions.