The decision to partner with a BPO provider for your call center activities could be one of the best things that would happen to your business due to the higher efficiency it offers. This is because call center outsourcing offers your company a huge leverage in terms of improving customers’ loyalty, driving sales, and promoting business growth. But, deciding the right location for your BPO operations can be problematic if you’re not armed with the right information.
Location Options for Call Center
There are two main location options for BPO operations. These are on-site and off-site. A third option is the cloud based one, which also gives you some leverage. We will limit our discussions to the first two options.
Your BPO provider can operate from the on-premise or off-premise or both locations, depending on your customer service needs. All you need to do is to analyze your situation beforehand to see which of the location alternatives will be suitable for your company at the time. Of course, location adjustment can be made later if warranted by unforeseen situations. Now let’s consider some of the advantages and disadvantages of these two options to your business, so you can easily make an informed decision when discussing location with your BPO provider.
On-Premise Call Center BPO Operations
If you opt for an on-site call center, your BPO provider will have to install all the required call center software, hardware and associated infrastructure within your company premise. This suggests that the outsourced team will manage all your customer service activities within your company premise.
Advantages
- It is easy to supervise and maintain
- Report and analyses can be obtained immediately
- You can easily control all system and data integration
- Ideal option for centralized teams that require their data to be localized
- Can be handed easily to in-house dedicated IT staff for hardware, software and infrastructure update.
Disadvantages
- Providing the necessary investments for hardware, software, licensing and infrastructure can be cost-intensive.
- Office pettiness may affect interfere with BPO operations.
Off-Premise Call Center BPO Operations
You also have the option of hosting your call center off-site to be managed by a competent BPO provider. Your outsourcing agent takes charge of all your call center needs and manages your customers on your behalf. With off-site solutions, your call center infrastructure and team are located away from your business premise, but daily, weekly and monthly reports are provided to help the management to make decisions.
Advantages
- Off-site BPO solution is cost-effective
- Better infrastructure and more competent hands
- Little or no management interference
- Provides better customer service solutions
- More concise reports and analytics
- In-depth knowledge of trending call center solutions
- Prompt upgrading and software integration
Disadvantages
- Security and privacy may be compromised if BPO providers are not professional enough.
If you’re looking for a reliable BPO provider that will not compromise on your security and privacy, contact BPOlist today. BPOlist is a CALL CENTER network company with several BPO providers under its canopy. Our clients offer fantastic call center campaigns using