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A BPO company, also known as a call centre, is an organisation that provides various business services on behalf of other companies. They handle tasks such as customer support, sales, data entry, and other administrative functions through communication channels like phone, email, and live chat. By outsourcing these non-core functions, businesses can save costs, increase efficiency, and access specialised expertise, while the BPO company takes care of these tasks efficiently.
The business activities that fall under BPO Company/Call Centre are:
Call centres (8220.00): A call centre is a centralised facility or department that handles incoming and outgoing phone calls on behalf of clients. Inbound call centres receive calls from clients and utilise a combination of human operators, automatic call distribution, computer telephone integration, and interactive voice response systems to answer calls, receive orders, provide product information, assist customers, and address complaints. They serve as a point of contact for clients’ customers, offering support and resolving issues.
Outbound call centres employ similar methods and technologies to make outgoing calls for various purposes. They engage in activities such as selling or marketing goods and services to potential customers, conducting market research, and gathering public opinion through polling. These call centres use techniques like automatic call distribution and computer telephone integration to efficiently manage outbound calling campaigns, enhance sales efforts, and collect valuable data.
Call Centers Services (8220.98): Call centre services involve the provision of customer support, telemarketing, and communication services through a centralised call centre facility. Call centre agents handle inbound and outbound calls, assisting customers with inquiries, resolving issues, and providing information. They also offer customer support through various channels and may handle order processing, technical support, and help desk services. Call centres can engage in sales and telemarketing activities as well.
Information Helpline Directory (8220.99): This is a service offered by a BPO company or call centre. It involves managing a comprehensive database of information and providing accurate details to callers seeking specific information. Call centre agents assist callers by accessing the directory and offering relevant and up-to-date information based on their queries. This service falls under the BPO/Call Center category as it involves handling incoming calls, delivering customer support, and offering information services. The BPO company streamlines the retrieval process by organising the database, ensuring quick and accurate responses.
Auctioning houses (retail) (4774.04): This refers to auction houses that conduct retail sales of second-hand goods, including books, antiques, and various used items. They fall under the category of “Auction House” as they provide a platform for retail customers to participate in auctions and bid on these items. However, it excludes the retail sale of second-hand motor vehicles, internet auctions, non-store auctions, and activities of pawn shops. These auctioning houses specialise in retail auctions, offering opportunities for customers to purchase second-hand books, antiques, and other used goods through competitive bidding.
Independent auctioneers (8299.09): These are self-employed professionals who conduct auctions on behalf of clients, specialising in various types of auctions. Although they operate independently, they fall under the umbrella of “Auction House” due to their role in facilitating auctions. Independent auctioneers organise and conduct auctions, offer auction expertise and services, and represent clients in the auction process. While they may not have their own auction house, they contribute to the functioning of the auction industry by bringing buyers and sellers together and providing professional auction services.
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