Difference Between Call Center, BPO & Contact Center

Difference Between Call Center, BPO & Contact Center

Business modules typically include a standard operating procedure for handling customer queries. Two types of calling methods, BPO and call center, can be used by small and large businesses based on the motive of communication. If the telephonic work is not computerized, they become even more important and can be used for a variety of online and offline functions.

What is a Call Center

The call center is responsible for handling customer inquiries through inbound and outbound calls. Call centers handle customer queries in the most efficient way with agents that are either human or AI-driven. They make calls to understand issues (outbound) or receive calls on customer care numbers (inbound). The efficiency of this department plays a key role in overall customer satisfaction.


is bpo a call centre


The advantages of call centers include improved public relations and increased sales. Potential customers are assured of a good response, which in turn positively affects the company’s position in the market and strengthens its customer base.

There are several disadvantages associated with call centers, including a lower degree of control over operations and a lack of confidentiality. Additionally, call center personnel might not be able to meet expectations due to personality differences, which could lead to the loss of important clients. Also the work life balance is suffered as a result.

Types of call centers

There are many types of call centers, each with its own strengths and weaknesses. Here is a brief overview of the most common types of call centers:

 Inbound call center:

In an inbound call center, agents receive calls from customers. This type of call center is often used by businesses that receive a high volume of customer calls, such as customer service or technical support. 

Outbound call center:

In an outbound call center, agents make calls to customers. This type of call center is often used by businesses that need to make a high volume of sales calls, such as telemarketing or appointment setting. 

Blended call center: 

In a blended call center, agents handle both inbound and outbound calls. This type of call center is often used by businesses that need to provide both customer service and sales support.

 Virtual call center: 

In a virtual call center, agents work from home. This type of call center is often used by businesses that do not want or need a physical call center, or that want to save on the costs associated with a physical call center. 

What is a BPO

BPO, or business process outsourcing, is a subdivision of the communication industry. It is most commonly used by overseas companies who cannot rely solely on their limited staff. In this context, outsourcing refers to the distribution of work among multiple people working in similar fields of interest.



The advantages of business process outsourcing include the provision of a strong support system for the IT functions, the maintenance of high-quality regulations for all the people associated with the particular firm, and the low risks associated with the comprehensive mechanism employed.

The hidden costs associated with business process outsourcing can quickly add up for new ventures, often going unnoticed until it becomes a significant strain on the budget. If the contract is not updated, there can be a number of legal issues that arise once the non-renewal policy expires. To avoid these problems, it is advisable to allow professionals to handle the outsourcing. This will ensure that the community as a whole benefits.

Types of BPO

There are many different types of business process outsourcing (BPO) services that companies can choose from, depending on their specific needs. Some of the most common types of BPO services include customer support, telemarketing, human resources, and accounting. Companies usually choose to outsource BPO services in order to save on costs and improve efficiency. When done correctly, BPO can be a very effective way to improve a company’s bottom line. However, it is important to choose the right type of BPO service for your company’s needs. Not all BPO providers are created equal, and some may be better suited for your company than others. Do your research and work with a reputable BPO provider to ensure that you are getting the best possible service for your company.


Call Center Service Provider


There are many types of business process outsourcing (BPO), and each has its own advantages and disadvantages. Here is a brief overview of the most common types of BPO: 

1. Offshore BPO: 

Offshore BPO involves outsourcing to a company in a different country. The main advantage of offshore BPO is cost savings, as labor costs are typically lower in other countries. The main disadvantage is cultural differences, which can lead to communication difficulties and a lack of understanding of local markets. 

2. Nearshore BPO: 

Nearshore BPO involves outsourcing to a company in a neighboring country. The main advantage of nearshore BPO is that cultural differences are typically less of an issue than with offshore BPO. The main disadvantage is that cost savings may not be as great as with offshore BPO. 

3. Onshore BPO: 

Onshore BPO involves outsourcing to a company within the same country. There are many advantages to onshore BPO. First, it allows companies to maintain better control over their processes and quality. Second, onshore BPO providers are more likely to be familiar with your company’s culture and values. Third, onshore BPO can help you to build better relationships with your customers. 

What is a Contact Center

Contact centers typically include one or more call centers but may also include other types of customer contact channels, including emails, webchats and social media interactions. Also, organizations often integrate contact centers with their customer relationship management (CRM) strategies.



The importance of contact centers is growing as customers increasingly expect organizations to be available on multiple channels, not just by phone. By taking an omnichannel approach, contact centers can improve customer service, increase efficiency and gain insights into customer behavior to create a better customer experience.

Contact centers are similar to call centers, but they provide a more comprehensive range of services to reach customers on their preferred channels. Agents handling omnichannel customer support typically found in contact centers can use calls, email, chat, voice over IP (VoIP), and website support.

Some key features of a contact center are: 

  • an ACD system to increase the number of calls taken, manage and route inbound callers
  • Real-time reports to monitor agent performance and customer satisfaction levels.
  • Scripts giving agents a framework to provide callers with effective support and to generate sales
  • Interchangeable assignments that allow agents to share contacts and objects can work together while maintaining individual stations.

Types of Contact Centers


The different types of contact centers are:








Hardware contact centers are on-premise systems that require the company to invest in and maintain their own infrastructure. Cloud-based contact centers are hosted by a third-party provider and accessed through the internet. Hosted contact centers are similar to cloud-based ones, but the provider also manages the hardware and software. Virtual contact centers are hosted by a third-party provider, but the agents work from home or other remote locations. 




Each type of contact center has its own strengths and weaknesses that make it more or less suitable for certain use cases. For example, hardware contact centers are typically more expensive to set up and maintain, but they offer the highest level of security. Cloud-based contact centers are less expensive and easier to set up, but they may not offer the same level of security.

Benefits of Call Centers

In today’s global business environment, businesses have more opportunities than ever to reach new markets and connect with new customers. However, this interconnectedness also creates new challenges, such as how to provide excellent customer service across multiple time zones. One way to overcome this challenge is to use a call center. Call centers provide 24/7 customer support that is essential for businesses trying to keep their customers happy. Call centers also offer multilingual support, a vital need for businesses that want to expand their reach.


live chat support services


Other benefits of call centers include, their ability to scale up or down depending on customer demand, ability to track and measure customer satisfaction, and lastly the ability to provide a cost-effective solution for businesses of all sizes.

Benefits of BPO

The Business Process Outsourcing (BPO) industry has been growing rapidly in recent years due to the many advantages that BPO centers offer businesses. Some of the benefits of BPO centers include

  1. BPO centers help businesses to increase efficiency and save on operational costs. 
  2. By streamlining processes and operations, BPO centers help businesses to improve efficiency and cut costs.
  3. BPO centers provide businesses with access to skilled and experienced resources that they may not have otherwise. 
  4. BPOs provide flexibility that allows businesses to scale their operations up or down as needed, improving the quality of their output.

Benefits of a Contact Center

The contact center provides a central point of contact for customers, which can be extremely beneficial for businesses with a large number of customer interactions. Having a central point of contact allows businesses to more easily manage customer queries and complaints, and provides a coordinated approach to customer service. Additionally, the contact center can act as a valuable sales and marketing tool, generating leads and increasing brand awareness.

A contact center can help improve customer relationships through providing quality customer service. By having a team of dedicated customer service agents, businesses can ensure that their customers will always receive the help they need. This in turn can lead to stronger customer relationships.



Outsourcing your contact center operations can help you to save money by avoiding the high costs associated with running an internal customer service department. This can be a great way to improve your bottom line.

Difference between call center, bpo & contact center

 There are important distinctions between call centers and contact centers, despite the fact that the terms are often used interchangeably. Both call centers and contact centers are staffed by customer service representatives (CSRs) who handle customer inquiries. However, a call center typically focuses on handling inbound calls, while a contact center also handles outbound calls, email, and social media interactions.

On the other hand BPO call centers have become an increasingly popular cost-cutting measure for businesses in recent years. These businesses by outsourcing their call center operations to an external provider, can save on labor costs. BPO call centers are often situated in countries where labor costs are lower, such as India and the Philippines.

Comparison Table Between BPO, Call Center and Contact Center

Comparison Parameters BPO Call Center Contact Center
Meaning BPOs help to create communication channels between third-party vendors and actual business owners.  Call center is a place where people are delegated to handle customer service calls from and to the customers associated with the venture. A central point from which organizations manage all customer interactions across various channels. 
Functions Performed Customer support, Back-office, Payroll, HR activities, Data entry services, Market research, etc. Make and receive calls to handle customer service inquiries, sales, and technical support. Customer support, incorporation of customer data with advanced analytics, measurement of KPI’s
Market Relevance  Help conducting back-office operations  seamlessly . Customer support as well as timely grievance. Provide efficient technical support, customer service and sales assistance.
Most Important Functions Increase sales and marketing, other areas such as tech support, etc. Build long-term relations with clients and enhance the reliability of the concerned venture. Refine customer service with omnichannel approach increase efficiency 
Common Types Horizontal BPO and vertical BPO Inbound call centers and outbound call  hardware, cloud-based, hosted and virtual.

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Merkavoix is a leading provider of call center and business process outsourcing (BPO) services. We provide high quality, cost-effective solutions that enable our clients to improve their customer service and operations.



Our services include inbound and outbound call center services, customer service, technical support, order processing, data entry, and much more. We are committed to providing the highest quality services to our clients, and our team of experts is ready to help you maximize your call center and BPO operations. Contact us today to learn more about our services and how we can help you improve your business.