Business Process Outsourcing (BPO) involves contracting of operations and responsibilities of a specific business process to a third-party service provider. With outsource call centers, company agents are answering calls for another call center, and as part of their service with these other companies, the company using the outsource call center might want to monitor the quality of the call centers interactions with their customers; this involves listening to calls coming into the call center.

Granting External Users with limited access to the Contact Center Admin Portal allows you to provide them with access to recordings and transcripts between call center agents and their customers.When adding External Users to the Client Admin, you can create an entire team of just external users or you can add an individual external user to an existing team.