Explore the key differences between voice and non-voice processes in the BPO industry. Learn about their services, inbound and outbound roles, chat and email support, important performance metrics, benefits, and career growth opportunities. This guide helps you understand which process fits your skills best and build a successful career in outsourcing.
What is the Voice process?
A Voice Process involves talking directly with customers over phone calls. Agents can either revive calls (inbound) or make calls (outbound). Voice processes require excellent speaking, listening, and problem-solving skills. Agents, polite and efficient while handling queries.
Main Services in Voice Process:
- Customer Service - Solving customer problems, answering questions, and guiding them.
- Technical Support - Helping with software, apps, or device troubleshooting.
- Telemarketing - Calling customers to promote or sell products.
- Collections - Following up on pending payments.
- Order Processing - Taking and confirming customer orders.
- Appointment - Scheduling - Booking doctor visits, service calls, or sales meetings.
Inbound Voice Process
This happens when customers call the company for support. Agents listen carefully, understand the issue efficiently.
Important KPIs in Inbound Voice:
- CSAT (Customer Satisfaction Score) - Measures customer happiness after the call.
- NPS (Net Promoter Score) - Shows how likely customers are to recommend the company.
- ASA (Average Speed of Answer) - Time taken to answer a call.
- FCR (First Call of Answer) - Whether the problem is solved in the first call.
- CES (Customer Effort Score) - How easy it was for the customer to get help.
Outbound Voice process
In outbound, the company calls customers for promotions, reminders, surveys, or feedback. This is proactive and often sales-oriented.
Important KPIs in Outbound Voice:
- Attempts - Total number of calls made.
- Connects - Calls that number of calls made.
- Completed Presentations - Full sales pitch delivered to the customer.
- Conversations - Meaningful interactions with clients.
- Quality - Professionalism and accuracy of the calls.
What is Non-Voice Process?
Non-Voice Process involves handling customer queries through chat, email, or social media. It does not require live phone calls. This process is less stressful, allows multitasking, and suits people strong in writing and typing.
Main Services in Non-Voice process:
- Customer Service - Resolving queries via chat or email.
- Content Moderation - Checking online content for rules and safety.
- Order Processing - Managing online orders and delivery updates.
- Market Research - Collecting data and analyzing customer insights.
- HR Service - Handling recruitment, payroll, and employee queries.
- Technical Support - Troubleshooting chat and email.
Back Office Operations
Back Office includes non-customer-facing tasks that ensure smooth business operations. Like data entry, payroll, finance, accounting, compliance, and reporting.
- Chat Support
Real-time assistance through live chat. Customers like it because it is quick, convenient, and allows multitasking.
- Email Support
Agents' requests, complaints, and feedback through emails. Provides responses and a record of communication.
Benefits of Voice & Non-Voice Processes
- Voice Process: Builds communication skills, confidence, and real-time problem-solving experience.
- Non-Voice Process: Less stressful, allows multitasking, flexible work style.
Both provide strong career growth opportunities in IT, BPO, and customer management sectors.
Difference Between Voice and Non-Voice Process
Feature | Voice Process | Non-Voice Process |
Communication medium | Phone calls | Email, chat, social media |
Skills Required | Speaking, listening, and quick response | Writing, typing, multitasking |
Work Nature | Real-time conversations | Writing, flexible responses |
Stress Level | High (instant response needed) | Moderate (time to think & reply) |
Carrer Growth | Service, sales, and telemarketing roles | Back office, analytics, research) |
Conclusion
Both Voice and Non-Voice processes are important pillars of the BPO industry. Voice suits those who enjoy real-time conversations and instant problem-solving, while non-voice is perfect for structured, calm, and written communication. With the right choice, professionals can build a strong career, and companies like Razor Infotech ensure opportunities for growth and reliable services.