BPO is short for Business Process Outsourcer. This is a third-party service provider that handles any operations or responsibilities that a company is unable or unwilling to do in-house.
Call center services are often outsourced to BPOs where agents represent multiple companies in different businesses. Ideally this is achieved invisibly, so customers will believe the person they reach works only for the company they wished to contact. It’s a challenge, but one that is better managed with workforce optimization software.