What is a call center?
A call center is a workspace where inbound and/or outbound calls from customers are handled by call center agents on behalf of a client company. A call center may handle hundreds or even thousands of calls from customers everyday. Typically, calls consists of customer support or technical support issues.


What is BPO?
BPO is short for Business Process Outsourcing. Large companies outsource minor business processes to save costs. Companies use BPOs to handle most minor back office jobs, like data entry or virtual research. But BPOs may also handle major operations like customer or technical support. Although some outsourced jobs are not IT related, a good IT deparment is stil needed for a BPO to be successful.


What are the benefits of BPO?
BPOs can optimize business performance to attain customer value. Companies can reduce cost and yet increase the service quality for the customers. Outsourcing can help companies focus more on their core areas and not engross itself in other areas. BPOs also have a pooled source of highly skilled and well-trained staff, so companies can choose the best staff for particualr jobs.


What is the main challenge faced by call centers?
A call center can handle an average of a thousand of calls per day and the clients who call in can vary drastically in temperament. A call center agent, who is handling an irate or an ill-informed caller, has to be understanding, try to calm the customer's anger, resolve the customer's complaints, all the while trying to keep cool.