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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Business Process Outsourcing (BPO)

Business process outsourcing — or BPO — is the practice of delegating normal business functions to a third-party provider. Companies may contract their front and/or back-office solutions to suppliers around the world to help supplement and enhance business operations. Some things a company might consider when choosing a BPO partner include:

  • Proven expertise in its industry
  • Innovative solutions to business challenges
  • Around-the-clock operational availability
  • Offshore, onshore, nearshore, and/or remote offices
  • Ability to scale to peak seasonal demand
  • Solving geographic, cultural, or language challenges

Outsourcers take on customer-facing roles, such as sales and support, as well as roles that aren’t customer-facing, such as HR and order fulfillment, and are tasked with fulfilling basic business functions while enhancing the customer experience.

Offshore outsourcing — or delegating business functions to a call center in a different country — is established to attract top talent at a lower cost, while offering support to customers around the world. Similar benefits exist for onshore outsourcing — partnering with a BPO supplier in the same country — in creating local jobs, being nearby for quality control visits, and appealing to many end users who believe in the importance of onshore customer service.

By assigning certain business competencies to their BPO provider, companies are able to expand their reach while trusting that core business values aren’t compromised. This means businesses can offer the highest-quality customer service free of geographic, language, or cultural barriers.

As companies grow or look to expand their business, a BPO supplier creates innovative solutions and scales accordingly to meet that growth. Rapid, expert onboarding, quality-control monitoring, and interconnected sales and support channels are a few of the ways a BPO provider gets its agents up to speed faster while matching the quality its partner would expect of in-house agents.

SYKES has been a leader in the BPO arena for nearly four decades, partnering with some of the world’s most respected brands. We’re passionate about building customer loyalty through exceptional customer experiences that drive growth and profitability for our partners. A few of our inherent advantages are higher flexibility, scalability, and adaptability, so no matter the size or scope of your brand, you can rest assured we’ll take care of your customers with your goals in mind. We specialize in work-at-home, talent acquisition, transactions, intelligent automation, and a lot more, so no matter your business needs, we can get them done.

SYKES embodies the characteristics of an industry-leading BPO: We are located in more than 23 countries and meet our customers on their preferred channels and in 40+ languages. We are also experts in innovative business solutions; our full lifecycle services such as digital marketing, sales, customer service, technical support, IT consulting, and more are reimagined through robotic process automation (RPA) and artificial intelligence (AI), all in a forward-thinking, always-evolving approach. Anywhere in the world, for whatever reason, at whatever scale, SYKES is the BPO partner companies trust.