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Homex Virtual Agency is a Kosovo-based company providing top-tier, English-speaking virtual teams specialized in Sales, Customer Support, and Lead Generation for U.S. businesses.
Homex Virtual Agency is a Kosovo-based company providing top-tier, English-speaking virtual teams specialized in Sales, Customer Support, and Lead Generation for U.S. businesses.
What is call center and BPO? These two terms are transforming how modern businesses operate, scale, and support their customers. In today’s global economy, outsourcing to call centers and BPO providers helps companies reduce costs, improve efficiency, and deliver better service — all while focusing on what they do best.
In today’s global economy, businesses are always looking for ways to operate more efficiently, reduce costs, and deliver better customer experiences. That’s where call centers and BPO (Business Process Outsourcing) come in.
If you’ve ever asked yourself, “What is a call center and BPO?” — you’re not alone. In this guide, we break down what these services are, how they work, what the differences are, and how companies like HomeX use them to help businesses scale smarter.
A call center is a centralized team or facility where trained agents handle phone calls, usually related to customer service, technical support, lead generation, appointment setting, or sales. Modern call centers also manage interactions through live chat, email, SMS, and even social media.
There are two main types:
Call centers can be in-house (run by the company) or outsourced to a third-party provider like HomeX.
BPO is a broader term that refers to the outsourcing of entire business processes to a third-party provider. While call centers are a part of BPO, the scope is much wider. BPO can include: is a broader term that refers to the outsourcing of entire business processes to a third-party provider. While call centers are a part of BPO, the scope is much wider. BPO can include:
BPO allows companies to delegate non-core functions so they can focus on their core competencies like product development, sales, or marketing.
While they overlap, here’s the key difference:
Category | Call Center | BPO |
Scope | Primarily voice and customer interaction | Entire processes and workflows |
Channels | Phone, chat, email, social media | Multi-departmental (support, finance, HR, etc.) |
Example Tasks | Answering inquiries, cold calling | Managing payroll, CRM updates, lead gen |
Role | Part of BPO | Broader business support |
In short, all call centers are BPO, but not all BPO services involve call centers.
Outsourcing call center and BPO services brings major advantages:
Let HomeX build you a dedicated B2B cold calling team that books meetings, handles objections, and fills your pipeline — fast.
These services are used across multiple industries:
From startups to enterprises, any business that wants to operate leaner can benefit.
If you’re only thinking voice calls, you’re missing out. BPO also includes:
These services help your business run more efficiently without hiring large internal teams.
At HomeX, we provide fully-managed BPO and call center solutions from our offices in Kosovo, Albania, and North Macedonia. Our services include:
Our clients scale from 1 to 100+ agents, depending on the growth stage of their business.
Not all providers are equal. Here’s what to look for:
Industry experience: Have they worked in your field?
HomeX provides all of the above, including live dashboards and performance coaching.
The future of business is lean, flexible, and global. Outsourcing with the right BPO partner allows companies to stay competitive, scale faster, and provide better customer experiences at lower costs.
Whether you’re a small startup or a growing mid-sized company, knowing what a call center and BPO is — and how to use them — could be the key to unlocking next-level efficiency.
📞 Ready to explore how BPO and call center services can help your business? Schedule a free strategy call with HomeX and let us show you what’s possible.
If you’re tired of inconsistent prospecting, burned-out SDRs, or cold emails getting ghosted — it’s time to outsource your B2B cold calling the smart way.
We’ll help you build a results-driven outbound engine with fully managed agents — trained, tracked, and optimized for growth.