BPO vs. KPO – Key Differences
|Involves||Back office or front office operations - data entry, customer care, finance and accounting, transcription, website services, HR support and payroll processing||Knowledge based - market research, equity research, legal process management, medical content & services and education and publishing|
|About||Size and volume and efficiency||Depth of knowledge, experience and judgment|
|Employee qualification||Basic qualification with expertise in process||Skilled employees with expert knowledge|
|Relies on||Cost arbitrage||Knowledge arbitrage|
|Process||Pre-defined||Requires application and understanding of business|
|Complexity||Less complex||Highly complex|
Unlike a BPO company, a KPO company needs to understand the client’s knowledge-based requirements in depth and deliver customized solutions. KPO workers must have in-depth knowledge, domain expertise, and judgment and interpretation power as their work involves decision-making on specific issues.
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