What is a 

BPO (Business Process Outsourcing)

?

Business Process Outsourcing (BPO) refers to the practice of transferring the responsibility for one or more business functions to an external specialist service provider. In the context of contact centers and CCaaS, organizations outsource tasks such as customer care, technical support, back-office processing, and billing services. By partnering with a BPO vendor, enterprises gain access to advanced technology, scalable staffing, and optimized processes without the need for significant capital investment. This allows in-house teams to focus on strategic initiatives like customer experience improvement, product innovation, and market expansion. BPO arrangements often include service level agreements that define key performance indicators such as average handle time, first-contact resolution, and customer satisfaction scores, ensuring consistent quality and accountability.