Knowledge Process Outsourcing (KPO) is an outsourced company specializing in core, information-related work activities, with deep expertise in niche or complex functions. KPOs are built around skilled and technical individuals.
While business process outsourcing (BPO) involves the outsourcing of services, KPO provides in-depth knowledge, expertise, and analysis on complex topics. In this sense, a KPO can be a subset of BPO.
When an organization urgently needs expertise or knowledge in a particular field, it can be more cost effective and faster to utilize a KPO, rather than hiring and training an in-house contact center. The KPO provides the agents with knowledge and training, enabling organizations to deliver a support experience sooner. Additionally, KPOs scale up and down based on need from the organization, meaning that organization doesn't have to maintain headcount that's being underutilized.