Everything about BPO Voice Process and Non-Voice Process

The ultimate guide to BPO voice process and non-voice process. Get a clear picture of the job description and interview quetions for a career in BPO.

July 31, 2023


5 Minutes

Tooba Khan

Tooba Khan

Everything about BPO Voice Process and Non-Voice Process


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.

Voice process Telecalling Script Examples

What Is BPO Voice Process And Non-Voice Process?

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.

Manage your BPO calls effectively with tools and technology

What Is Voice Process?

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 Voice Process

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 Voice Process

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.

BPO Voice Process
Image - BPO Voice Process & Non Voice Process infographic representation

What Is Non-Voice Process?

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:

Front-office operations

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.

Back-office operations

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.

Manage your BPO calls effectively with tools and technology

Difference Between Voice and Non-Voice Process

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.

  1. Voice process means using telephonic communication to handle customers and provide solutions to their problems. On the contrary, the non-voice process refers to dealing with customers using channels other than phone calls and performing various front-end and back-end operations.
  2. In a voice-based process, the customer care representatives use direct and verbal communication, whereas a non-voice process uses written modes of interaction without any direct voice-based mediums.
  3. BPO voice processes require immediate attention and real-time assistance from the customer support executive. Meanwhile, non-voice processes do not need actions to be taken instantly.
  4. Since there is direct, real-time interaction between the customer and the telecaller, it helps build customer relationships and the business's reputation. However, a non-voice-based process lacks instantaneous response and personal exchange.
  5. A BPO voice process job needs strong verbal communication, quick decision-making skills, active listening capabilities, and the ability to empathize with others. On the other hand, strong written communication skills, attention to detail, and multitasking abilities are vital in non-voice process jobs.
 Difference Between Voice and Non-Voice Process
Image - Difference Between Voice and Non-Voice Process

BPO Roles and Responsibilities For Voice and Non Voice Process

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.

  • Customer Service Representative (CSR): Handling inbound and outbound customer calls, addressing inquiries, resolving complaints, providing product or service information and ensuring customer satisfaction.
  • Technical Support Specialist: Troubleshooting software or hardware problems, providing step-by-step guidance and ensuring smooth resolution of technical queries.
  • Telemarketer/ Telesales Representative: Calling prospects, marketing business’s products or services, generating leads and increasing sales.
  • Chat Support Specialist: Providing customer support through chat and resolving issues in real-time.
  • Email Support Executive: Handling customers through email, providing timely responses and customer support.
  • Back-Office Support: Carrying out paperwork and data verification, and ensuring smooth running of the back-office.
  • Quality Analyst/Quality Assurance (QA): Ensuring high-quality customer service and giving feedback to improve performance.
  • Training and Development Specialist: Creating and offering training programs for BPO agents, updating them on product knowledge, communication skills, and customer service best practices.

What Is Voice Process Job?

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.

Voice Process Interview Questions

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.

  1. Tell us about yourself.
  2. Why do you want to work in a voice process role?
  3. How do you handle challenging customers?
  4. Can you give an example of a time when you provided exceptional customer service?
  5. How do you ensure that you're delivering accurate and helpful information to customers?
  6. What motivates you to deliver excellent customer experiences?
  7. How do you handle high call volumes while ensuring quality interactions?
  8. What do you think are the essential qualities of a successful voice process agent?
  9. How do you stay calm and patient during demanding customer interactions?
  10. What interests you the most about working with our company and our products / services?
  11. What is Interactive Voice Response?

To wrap up

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.


What is non-voice process job?


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.

What is international voice process?


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.

What does semi voice process mean?


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.

Is voice process a good job?


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.

What is domestic voice process?


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.

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