What is BPO? The Important Role of BPO for Businesses

Have you ever wondered, "What is BPO?" If the term "BPO" has left you with questions, you're not alone. In this comprehensive article by Recruitery, we will explore the world of Business Process Outsourcing (BPO) to provide you with a clear understanding of its definition, various forms, advantages, drawbacks, and the wide array of popular services it encompasses. 

The Definition of BPO

Staff in a Meeting

BPO is an outsourcing service. Source: BetterUp

So, what is BPO? BPO, which stands for Business Process Outsourcing, involves the outsourcing of business processes. This practice allows companies to delegate non-core activities such as accounting, human resources, and customer support to external service providers, enabling them to focus on activities that provide the highest value to their business.

Forms of BPO

To understand the different forms of BPO, it's important to know that BPO can be categorized into two main types:

  • Domestic BPO: This occurs when a business outsources its processes to another unit within the same country.
  • International BPO: In this case, a business outsources its processes to another unit in a different country.

Benefits of BPO Services

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BPO brings numerous benefits to businesses. Source: Uniway Study Abroad

Next, let's explore the benefits that BPO services offer to businesses:

Financial Benefits

BPO allows companies to save on labor, office, equipment, and training costs. It also capitalizes on cost advantages in countries with lower wages.


Businesses can adjust their workforce and workload according to market demands, expanding or reducing operations without the need for hiring or firing employees.


BPO service providers bring expertise, experience, and technology to improve the quality and efficiency of business processes while minimizing risks and errors.


By focusing on core activities, companies can enhance creativity, innovation, and customer satisfaction, ultimately increasing competitiveness.

Business Expansion

BPO enables access to new markets, potential customers, and strategic partnerships.

Disadvantages of BPO Services

While BPO services offer numerous advantages, they also come with certain disadvantages that businesses should consider before outsourcing their processes. These disadvantages include:

  • Loss of Control: Businesses may experience a loss of control over the quality, schedule, security, and compliance of outsourced activities, which can lead to risks and losses if service providers fail to meet expectations.
  • Communication Challenges: Differences in language, culture, time zones, and laws can result in communication difficulties, causing misunderstandings, conflicts, and time loss.
  • Talent Drain: Losing talent with expertise and experience in outsourced areas can hinder a company's ability to innovate and engage employees.

Criteria that Distinguish BPO from Traditional Outsourcing

Employee is Working

BPO has some differences compared to traditional Outsourcing. Source: FlexJobs

While BPO is a form of outsourcing, it differs from traditional outsourcing in several ways:



Traditional Outsourcing


Involves the outsourcing of comprehensive and long-term business processes

Focuses on specific short-term projects or tasks


Involves close and long-term cooperation between businesses and service providers

Entails simple transactional relationships


Aims to increase the efficiency, flexibility, and competitiveness of business processes

Focuses on cost savings

Popular BPO Services

So, what types of BPO services are mostly used? Some of the most popular BPO services include:

  • Customer Service: Providing customer support via various channels such as phone, email, chat, or social networks.
  • Telemarketing: Conducting phone calls for purposes like sales, surveys, customer care, debt collection, or notifications.
  • IT Services: Offering IT solutions like software development, web design, security, maintenance, or technical support.
  • Financial and Accounting Services: Supporting financial reporting, auditing, payments, taxes, payroll, or insurance services.
  • Human Resources Services: Providing recruitment, training, assessment, benefits, or labor law services.
  • Marketing Services: Assisting with market research, strategy, design, content, advertising, or communications.
  • Logistics: Offering shipping, warehousing, packaging, delivery, or tracking services.

Which sectors use BPO most often?

BPO can be applied to various business areas, but some industries use BPO more frequently than others. Different fields require BPO services to support various tasks, such as:

  • Banking and Finance: Transaction processing, credit checking, risk management, consulting, or analysis.
  • Medical and Pharmaceutical: Patient profiling, billing coding, insurance management, clinical research, or quality control.
  • Retail and E-commerce: Order management, customer care, delivery, warehouse management, or online marketing.
  • Travel and Hospitality: Booking rooms, airline tickets, tour guiding, event management, or tourism marketing.
  • Education and Training: Course design, teaching content, exam marking, certificates, or student support.


In a world where efficiency and specialization are paramount, understanding "What is BPO?" becomes crucial for businesses looking to thrive. This article by Recruitery has delved deep into the realm of Business Process Outsourcing, shedding light on its various aspects, from its definition and forms to the advantages, drawbacks, and popular services. 

Whether you're a business owner exploring opportunities for growth or an individual seeking to comprehend this evolving landscape, this knowledge equips you with the insights needed to make informed decisions. We hope this comprehensive exploration has provided you with a clearer understanding of "What is BPO?" and its potential benefits. Thank you for accompanying us on this journey.