# BPO, Call Center, Contact Center: What's the Difference?

https://www.youtube.com/watch?v=iJACIlIjQ_A

[00:00] hi everyone i'm sheena and in today's
[00:02] video
[00:03] we're going to talk about the difference
[00:05] between bpo
[00:06] and call center in the philippines a lot
[00:09] of people think that
[00:10] bpo and call center is one and the same
[00:14] but it's actually not the case there's a
[00:18] difference between the two and in this
[00:19] video i'm gonna explain that
[00:21] first let me explain what a call center
[00:23] is call center is basically just
[00:26] an office where call center agents make
[00:29] and receive calls that's it it's like a
[00:32] headquarters where
[00:33] um call center agents sit in their
[00:35] cubicle put on their headset
[00:38] and make and receive calls that is the
[00:41] very definition
[00:42] of a call center and now what is bpo
[00:45] bpo means business process
[00:48] outsourcing it's like a partnership
[00:50] between two companies
[00:52] uh let's say that company a here
[00:55] has a business right let's say that she
[00:58] owns
[00:58] an online shopping store the thing about
[01:01] online shopping store is that customers
[01:03] call to ask about their orders about the
[01:06] delivery of the orders
[01:07] of product information returns and
[01:11] refunds the problem is
[01:12] company a here doesn't want to deal with
[01:15] the customer service
[01:16] aspect of the business in this case
[01:18] company a
[01:19] hires another company which is company b
[01:23] company b by the way is a call center it
[01:25] specializes on
[01:26] customer service which means answering
[01:29] and helping customers
[01:30] over the phone so in this case company a
[01:33] hires company b
[01:34] to do the customer service task for them
[01:37] and company a pays for company b
[01:39] to do just that now the process itself
[01:42] is called
[01:43] bpo or business process outsourcing it's
[01:46] like
[01:47] the company a is assigning a task to
[01:49] company b so that
[01:50] company a could focus on things that it
[01:53] wants to do
[01:54] now let's discuss the difference between
[01:56] bpo and call center because there's
[01:58] obviously a difference so the difference
[02:00] is that bpo
[02:02] does not have to always be a call center
[02:04] the company b
[02:05] here could be a group of virtual
[02:07] assistant could be a company of
[02:09] graphic designers computer programmers
[02:12] any any type of skills just because it's
[02:15] called bpo doesn't mean it's always a
[02:17] call center and also guys i just want to
[02:19] point out that call center
[02:21] does not have to be a bpo let's say for
[02:23] example that company
[02:24] a here doesn't want to give the task
[02:28] to another company maybe company a is
[02:30] just okay with handling customers on her
[02:32] own
[02:33] she doesn't really need any help from
[02:35] company b to do the customer service
[02:37] task for her business so in this case
[02:40] the call center in this company a is
[02:41] just a call center
[02:43] but it's not under a bpo so the reason
[02:46] why
[02:46] bpo and call center are considered
[02:50] synonymous in the philippines is that
[02:52] here in the philippines
[02:53] uh the the largest industry of bpo
[02:56] is the call center that's it but it
[02:59] doesn't really mean that call center is
[03:01] bpo itself no bpo could involve
[03:04] different types of skills and call
[03:06] center is just one of them
[03:07] that's it so another common term that
[03:10] you probably
[03:11] hear is contact center what is the
[03:14] difference between contact
[03:15] center and call center well it's very
[03:18] easy call center just takes
[03:20] and receive calls while contact center
[03:22] deals with
[03:23] a lot of things it deals with calls it
[03:26] deals with emails and chat support and
[03:28] any other skills that are non-voice
[03:30] contact center is more diverse okay guys
[03:33] that is all for today if you have any
[03:35] questions
[03:36] comment down below and i will make a
[03:38] video of them in the future
[03:39] bye