Business process outsourcing
Instead of building and managing a team yourself, you agree the work, the quality targets and the reporting with a BPO provider. The provider recruits, trains, supervises and equips the staff, and you review the results.
BPO is usually split into back-office work (finance, data entry, HR administration) and front-office work (customer support, sales support). Many providers work from lower-cost countries, which is why BPO and offshoring are often mentioned together.
- The provider owns day-to-day management and quality.
- Work is measured against agreed service levels.
- It suits repeatable, process-driven work with clear quality measures.