A call center focuses primarily on handling voice interactions. A business process outsourcing provider can manage a broader business function. A call center may be part of a BPO, but a BPO is not necessarily just a call center.
Call center
Typical scope includes inbound calls, outbound calls, customer service, sales, appointment setting, collections and technical support. Choose this model when the problem is primarily communication volume and the workflow is relatively narrow.
BPO
A BPO can combine voice with email, chat, back-office processing, data entry, billing, order management, claims and other workflows. Choose this model when multiple connected business processes or more operational responsibility need to move outside the company.
Pricing
Call centers may use per-minute, per-call, hourly, per-agent or FTE pricing. BPO programs more often use hourly, FTE, managed-team, transaction or custom enterprise models. The higher quote may include much more management and infrastructure.
Bottom line
Think of a call center as a communication operation and a BPO as an outsourced business operation that may include a call center.
Find the right outsourcing model.