When a company delegates its non-core activities to a third-party service vendor, it is called Business Process Outsourcing or BPO. These service providers carry out various activities for a business depending on its requirements. BPO voice process and non-voice process are the most common services among marketing, IT and technical services, accounting and finance, data entry, etc.
Let us delve into the nitty-gritty of the two crucial aspects of the BPO industry, voice and non-voice processes, and what sets them apart. We will also go over its roles and responsibilities, the job description and some essential interview questions for voice process jobs.
Are you curious to know what exactly Business Process Outsourcing voice and non-voice processes entail? To understand the BPO industry, let us begin with the meaning of the two processes: Voice and Non-voice. So, get on board and embark with us on this journey into the dynamic realm of BPO.
This process involves handling customers primarily through voice-based communication, i.e., via phone calls. The customer service associates are the direct point of contact for the customers; they resolve issues, answer queries, and assist the callers. The BPO voice process is further categorized into two types:
Inbound calls in a BPO voice process are those calls which are made by the customers to the telecallers. They include resolving queries or issues or providing customer support regarding the product or service.
Outbound calls in a BPO voice process include those calls made by telecallers to customers. Such calls are usually made for sales, marketing, follow-up, surveys, etc. and help pitch a product or service, offer discounts, resolve previous issues of the customers and get feedback from them.
When customer support reps perform functions other than voice-based communication with customers, it is called the Non-voice process. The types of a non-voice process in BPO include:
These functions involve interacting with customers through various non-voice channels like SMS, mail, chat, and social media and providing them with the required service or support.
These activities include hiring, data entry, document processing, content moderation, and other administrative or technical duties to ensure the smooth functioning of the BPO company. The BPO voice process and non-voice process departments collaborate to efficiently deliver timely and accurate responses to customer queries. Both of these roles are equally vital in ensuring smooth business operations and enhancing customer experience. With a focus on accuracy, promptness, and professionalism, they work towards the overall success and effectiveness of a BPO operation.
Now that we have understood the voice and non-voice processes let’s get going and get the hang of the differences between the two. The following points of contrast between the voice and non-voice processes will help you gain a better understanding of the concept and how they stand out from each other.
In today’s fast-paced era, companies want to streamline their operations while maintaining top-notch customer service, BPO is the perfect strategic solution. It has revolutionized the way businesses manage their non-core operations. Let us unravel the multifaceted world of BPO roles and the critical functions they serve.
When you land a BPO voice process job, you communicate with customers using phone calls to sort out their problems. According to a typical voice process job description, having a BPO job means handling inbound and outbound calls to fix their issues, follow up on previous interactions, conduct surveys, and promote the product or service.
By now, you must have a good idea of the BPO voice process, its roles and responsibilities. If you are aspiring to pursue a career in the BPO industry, we’ve got you covered! Here are some interview questions you might encounter when applying for a voice process job.
The BPO industry is diverse and consists of two crucial elements: the BPO voice and non-voice processes. Through this blog, we've uncovered the meaning of these processes, their roles, responsibilities, and key differences. Each plays an important role in the business world and helps companies achieve their goals.
In a BPO non-voice process job, instead of phone calls, you'll be using other communication channels like emails, chats, or social media to provide customer support. Your responsibilities might include data entry, document processing, and providing support through non verbal means.
An international voice process requires the customer service representatives to handle inbound and outbound calls from customers from different countries. They interact with customers over the phone in various languages and time zones to provide support, address inquiries, and resolve issues.
The semi voice process means that the customer service rep handles both voice and non-voice communication channels for customer interactions. They use a mix of verbal and written communication to provide customers with any help they need.
Yes, a voice process job can be a good and rewarding career option for many individuals. Interaction with customers teaches the customer care executive many skills like communication, quick thinking and decision making. Moreover, it doesn’t require any prior experience and is therefore a good choice for people seeking stable employment. It also helps kick start a career in a variety of industries.
A domestic voice process is a type of BPO wherein a customer service agent deals with customers within the same country where the BPO is located. In this role, inbound and outbound calls with customer are conducted in the local or national language.