What is Business Process Outsourcing (BPO)?

Business process outsourcing (BPO) is the practice of contracting customer-contact and back-office operations to a third-party provider. BPOs run call-centre campaigns, support desks and processing functions on behalf of many client brands at once.

For a BPO, demonstrable quality is the product. Winning and renewing contracts depends on proving — with hard evidence — that agents hit quality and compliance targets across every client.

QA software for BPOs must be multi-tenant: isolated scorecards, reporting and compliance per client, with client-ready reports. QUALICORE is built this way from the ground up.