what is sme in bpo

In the context of BPO (Business Process Outsourcing), SME stands for Subject Matter Expert. An SME is a person who has extensive knowledge and expertise in a specific subject, business area, or technical area. In a BPO setting, SMEs are essential intelligence providers within a business, most commonly in a call center. They are responsible for providing accurate and up-to-date information to customers and clients, as well as training and coaching other employees. SMEs are typically found among those who have been in their roles for a long enough period of time for their knowledge and skills to be “second nature” . They should know their job well enough that they rarely have to look up information and, if they do have to, they know exactly where to find the information. Effective communication is also an important skill for an SME, as they should be able to communicate properly with other professionals.