What Is Voice Process Vs Non-Voice Process In Business Process Outsourcing (BPO)?

Business Process Outsourcing (BPO) is a key strategy for businesses looking to streamline operations and improve efficiency. It allows companies to delegate certain tasks, such as customer support, to third-party providers. 

In BPO, there are two main categories: voice and non-voice processes. Voice processes involve direct, real-time communication with customers, usually over the phone, while non-voice processes focus on written communication, such as email or chat support. 

This article explores the difference between voice and non-voice processes in BPO, highlighting their distinct roles and how businesses utilize them based on their customer service needs.

What Is Voice Process In BPO?

In BPO, a voice process refers to services where customer interactions are primarily conducted through voice-based communication, usually via phone calls. 

This process involves customer service representatives acting as the direct point of contact between a company and its customers. The representatives manage a range of inquiries, complaints, and support requests by speaking directly with customers over the phone. 

The role of these associates is important, as they not only resolve issues but also provide assistance, answer questions, and create a positive experience that leaves a lasting impression on customers.

Voice process services handle various tasks that occur at different stages of the customer journey. These stages could be the initial customer contact, ongoing support post-purchase, or technical troubleshooting. 

Ensuring high-quality phone interactions also means investing in agents who are not only trained in the product or service but also in the cultural nuances of the customer base. Agents often work from outsourced contact centers, which are usually located in regions with lower operational costs. 

However, this also requires that these agents have advanced language proficiency, including accent neutralization, so that the communication is seamless and easily understood by the customer.

Key services in voice process includes:

1. Customer Service: Representatives speak with customers to resolve issues or answer inquiries about products or services. Customer service is often the first point of contact in voice processes and plays a key role in maintaining customer satisfaction.
2. Technical Support: Agents assist customers with technical problems, such as troubleshooting software or hardware issues. This service requires a strong understanding of technical systems, often in industries like IT and electronics.
3. Telemarketing: This involves agents making outbound calls to customers for purposes such as market research or generating sales leads. Telemarketing is a proactive form of voice process where the goal is to increase sales or gather valuable customer insights.
4. Collections: Agents contact customers to remind them of overdue payments and collect outstanding balances. This type of voice process requires a tactful approach, as it involves sensitive financial matters.
5. Order Processing: In this service, agents take orders over the phone and process payments. This is common in industries such as retail or e-commerce, where customers may prefer speaking directly to an agent when placing an order.
6. Appointment Scheduling: Representatives set appointments for sales calls or consultations, such as in medical practices or other service-based businesses. Ensuring proper coordination and communication during these calls is critical for both customer satisfaction and operational efficiency.

Voice processes are divided into two categories:

#1. Inbound Voice Process

An inbound voice process in BPO involves handling calls that are initiated by customers. These inbound calls are typically made by customers seeking assistance, resolving queries, or troubleshooting issues with a product or service. 

The primary function of inbound voice processes is to provide immediate, customer-driven support to enhance the overall customer experience.

Inbound call centers are designed to manage these incoming customer inquiries with precision and care. Agents working in this environment focus on answering questions, resolving concerns, and providing technical or product support. 

The types of queries handled in inbound processes can vary, but they often include questions about product usage, requests for service status updates, or technical troubleshooting. For example, a customer might call to check the delivery status of an online order or request assistance with software installation.

Key industries that rely heavily on inbound voice processes include telecommunications, banking, information and technology, and financial services. In these sectors, customers frequently need real-time assistance, whether it’s to resolve account-related issues, technical support, or service inquiries. 

In the IT and AI industries, inbound calls often revolve around resolving complex software or hardware issues, while in financial services, customers may call to inquire about transactions, account statuses, or other sensitive financial information.

To ensure high-quality service, inbound call centers track several key performance metrics such as:

• CSAT Score (Customer Satisfaction Score): Measures overall satisfaction with the interaction.
• NPS (Net Promoter Score): Assesses how likely customers are to recommend the service based on their experience.
• ASA (Average Speed to Answer): Tracks how quickly agents respond to incoming calls.
• FCR (First Contact Resolution): Measures the ability to resolve customer issues on the first call.
• CES (Customer Effort Score): Gauges how easy it was for the customer to have their issue resolved.

#2. Outbound Voice Process

An outbound voice process is a key component of BPO operations where agents initiate calls to customers. These calls are typically made for sales purposes, market research, customer follow-ups, or promotional campaigns. 

Outbound call centers are important for generating leads, collecting feedback, and executing marketing campaigns. Telemarketing and cold calling are prominent examples of outbound voice processes, where agents reach out to potential customers to pitch products or services. 

Outbound calls are also often used for appointment scheduling, surveys, and reminders for upcoming payments or subscription renewals.

The e-commerce, insurance, and hi-tech industries commonly use outbound processes to reach out to existing and potential customers. In the e-commerce sector, outbound calls might be used to notify customers of ongoing promotions or to follow up on previous purchases. 

In insurance, outbound calls are important for policy renewals, upselling, and cross-selling insurance products. Meanwhile, in hi-tech and manufacturing, outbound calls may focus on B2B sales or promoting technology solutions to businesses.

For outbound campaigns to succeed, agents must possess strong persuasion and communication skills. The ability to engage a customer who may not be expecting a call requires a deep understanding of sales techniques and the customer’s needs. 

Agents often use cold calls, where they contact potential customers with no prior interaction. To increase the success of these calls, businesses may first “warm up” prospects through emails or other communication channels, so customers are more receptive when they receive the call.

To measure the effectiveness of outbound voice processes, businesses track the following performance metrics:

• Attempts: The number of calls made during the campaign.
• Connects: The number of successful connections made with customers.
• Completed Presentations: Instances where the agent was able to present the full message or product offering.
• Conversions: When a customer agrees to the offer or completes the desired action.
• Quality: Ensures the agent follows the required protocols and delivers the message as intended.

What Is Non-Voice Process In BPO?

A non-voice process in BPO refers to functions that do not involve direct verbal communication with customers. Instead, these processes rely on written communication or back-office support tasks. 

The non-voice process encompasses a wide range of responsibilities, including handling customer inquiries through channels like email, chat, and social media. It also involves administrative tasks that require strong product knowledge, technical expertise, and problem-solving skills.

Non-voice processes offer significant flexibility for businesses, especially in terms of communication. By using chat, SMS, and email, companies provide customers with multiple options for engagement, which often leads to greater satisfaction. 

For example, many customers prefer live chat as a convenient and quick way to resolve issues, as opposed to waiting on hold for phone support. This also allows customer service agents to manage multiple interactions simultaneously, improving efficiency.

Aside from customer support, non-voice in business process outsourcing includes various back-office functions that are important for the smooth operation of a company. 

These may require specialized skills depending on the business or industry, such as technical expertise for troubleshooting software or accounting knowledge for processing invoices. 

Typical non-voice processes include:

1. Customer Service: Non-voice agents handle customer inquiries, complaints, and support requests through written channels, including emails, live chats, social media platforms, and messaging apps. They ensure customers receive timely, accurate responses to their concerns without needing to speak directly over the phone.
2. Content Moderation: Non-voice agents monitor user-generated content on websites, forums, and social media platforms. Their job is to ensure that all content complies with the company’s guidelines and policies, removing inappropriate or harmful material.
3. Order Processing: This process involves managing transactions such as order processing, billing, invoicing, and payment handling. Non-voice agents working in order processing ensure that all financial transactions are executed smoothly and accurately.
4. Market Research: In this process, non-voice agents gather insights by conducting surveys, analyzing data, and compiling reports. This helps businesses understand market trends and customer preferences without any direct communication with customers.
5. HR Services: Non-voice BPO services extend to human resources support, including payroll processing, employee data management, recruitment assistance, and training administration. This allows businesses to outsource critical HR functions to non-voice specialists who manage these tasks efficiently.
6. Technical Support: Providing technical support through chat or email is a key aspect of non-voice processes. Agents help customers troubleshoot issues related to software, hardware, or network problems, guiding them through the resolution steps in a written format.
7. Account Enquiries: Non-voice agents manage customer account-related requests, such as producing account statements, resolving billing inquiries, and updating account details. This type of support is important for industries like banking and financial services, where accuracy and confidentiality are important.

The types of a non-voice process in BPO include:

Back-Office Operations

Back-office operations are an important part of non-voice processes in BPO, handling important tasks that do not require direct interaction with customers. 

These operations typically involve administrative and technical responsibilities such as data entry, transaction processing, record keeping, and content moderation. 

The main objective of back-office work is to support the day-to-day functions of a business efficiently and accurately, ensuring that all processes run smoothly behind the scenes.

In industries like finance and logistics, back-office support plays a vital role. In the finance sector, for example, back-office teams manage important tasks such as processing financial transactions, maintaining accurate records of client accounts, and ensuring compliance with regulations. 

Similarly, in logistics, back-office operations handle supply chain management, inventory tracking, and order processing, all of which are key to maintaining operational efficiency. 

Accuracy in back-office tasks is also particularly important as even small errors can have significant consequences, such as financial losses or disruptions in business operations. 

Chat Support

Chat support enables real-time customer interaction without the need for phone calls. It allows customers to ask questions, seek assistance, or troubleshoot issues through live messaging, often directly on a company’s website or through social media channels. 

This form of communication is increasingly popular because it offers both speed and convenience, allowing customers to get immediate responses while continuing with other activities.

The main advantage of chat support is its ability to handle multiple conversations at once, making it highly efficient for both businesses and customers. For instance, an agent can assist several customers simultaneously, reducing wait times and providing faster resolutions. 

This multitasking capability makes chat support a valuable tool for businesses aiming to improve customer satisfaction without increasing operational costs. Moreover, many contact centers use AI-powered chatbots alongside human agents to manage routine inquiries, ensuring even faster response times.

Industries such as e-commerce and IT services rely heavily on chat support. In e-commerce, chat support helps customers make purchasing decisions, track orders, or resolve issues with their accounts. 

In IT services, chat support is often used to assist with troubleshooting technical problems or offering guidance on product usage. These industries benefit from the immediacy and efficiency of chat, as customers prefer the convenience of messaging over waiting for phone support.

Email Support

Email support is another important non-voice process that provides detailed, written responses to customer inquiries. This form of communication is often used to address complex or follow-up queries that require in-depth explanations, documentation, or troubleshooting steps. 

Unlike live chat, email support allows both the customer and the agent to take the time needed to craft thoughtful, comprehensive responses.

One of the main benefits of email support is its ability to handle more detailed or intricate customer concerns. It is ideal for situations where the issue cannot be resolved in a single interaction, as email allows for the exchange of additional information or follow-up questions over time. 

For instance, a customer experiencing a technical issue with a software product may need to share screenshots or diagnostic reports, which can be done effectively through email. Email support also provides a written record of communication, which can be useful for tracking issues or maintaining service history.

Industries like retail and technical services widely use email support. In retail, email support assists with order management, returns, and handling complaints. Technical service providers use email to help customers troubleshoot complex problems that may require multiple steps or instructions. 

6 Differences Between Voice And Non-Voice Process

Understanding the distinctions between voice and non-voice processes is important in BPO. Both types of processes play integral roles in customer support, but they operate in distinct ways. Here are six key differences that highlight how these processes function and serve customers.

#1. Communication Modes: Verbal Vs. Written

The primary difference between voice and non-voice processes lies in the mode of communication. A voice process involves direct, verbal interaction with customers over the phone. Agents use telephonic communication to handle customer queries, complaints, and service requests in real-time. 

On the other hand, a non-voice process relies on written communication, where agents interact with customers via emails, live chat, social media messaging, or other text-based channels. 

The absence of voice communication in non-voice processes often allows for more detailed and documented responses, suitable for tasks that don’t require immediate attention.

#2. Required Skill Sets: Communication Skills Vs. Written Proficiency

Voice processes demand strong verbal communication skills, quick decision-making, active listening, and the ability to empathize with customers. The immediacy of phone-based interactions requires agents to think on their feet and resolve issues in real-time. 

In contrast, non-voice processes rely heavily on written communication proficiency. Agents must be skilled in typing, have an eye for detail, and be capable of multitasking. 

The ability to provide clear, concise, and well-structured responses through written communication is key to ensuring effective service delivery in non-voice channels.

#3. Customer Interaction Types: Immediate Vs. Detailed Resolution 

Voice processes are best suited for situations requiring immediate attention and real-time problem-solving. Customers often prefer calling when they have urgent matters, expecting instant responses and resolutions. This makes voice processes ideal for handling high-priority, time-sensitive interactions. 

On the other hand, non-voice processes are better suited for tasks requiring detailed explanations, follow-ups, or issues that don’t require an immediate response. Email support, for example, allows agents to address complex queries at a slower pace, ensuring thorough responses and proper documentation.

#4. Customer Preferences: Priority Vs. Flexibility 

Customers tend to rely on voice processes when the issue is urgent or requires immediate attention. The direct nature of a phone call helps build stronger relationships, as it fosters a more personal interaction between the customer and the agent. 

However, non-voice processes provide more flexibility. Millennials and digital natives often prefer chat or email support, even for high-priority tasks, because these channels allow for multitasking. 

In industries like social media and entertainment, non-voice channels are increasingly favored due to their efficiency in managing interactions across multiple platforms. Moreover, chat support allows companies to handle several inquiries at once, providing faster responses compared to phone support.

#5. Cost And Resource Requirements: Higher Vs. Lower Investment 

Voice processes are typically more expensive than non-voice processes. Running a phone-based support system involves higher costs related to hiring, training, onboarding, and managing agents. 

Voice agents require continuous training to handle real-time interactions, and maintaining IVR (Interactive Voice Response) systems to guide customers to the right agent can further increase costs. 

In contrast, non-voice processes like chat and email support are generally less expensive. They require less intensive training, as many agents are already familiar with chat and social media platforms. 

Additionally, one agent can handle multiple chat sessions at once, reducing the overall staffing costs. The cost savings extend to infrastructure as well, as there are no telecom charges for inbound and outbound calls in non-voice support.

#6. Response Times: Real-Time Vs. Managed Delays 

Voice process agents are expected to answer most calls within a set time frame, usually around 20 seconds. However, the response time for consecutive customers may increase if agents are tied up on long calls, leading to delays and the potential for long wait times. 

Non-voice processes, such as live chat, allow for faster and more flexible interactions. Chat agents can use pre-written responses for common queries, speeding up the interaction and minimizing response times. 

Additionally, the integration of chatbots in non-voice processes enhances speed and efficiency, handling routine tasks before passing more complex issues to human agents. 

Email support, though not as immediate as live chat, allows for more thoughtful, well-researched responses, making it ideal for detailed troubleshooting and follow-ups.

What Are Voice Process Outsourcing Services?

Voice process outsourcing services involve entrusting specific customer communication and support functions to third-party providers. 

These services typically manage interactions via phone calls, offering both inbound and outbound support on behalf of a business. Voice process outsourcing helps companies maintain high-quality customer service while optimizing operational efficiency.

Common Voice Process Services

Voice process outsourcing covers a range of services, each tailored to meet specific business needs. Here are some of the most common services provided under voice processes:

1. Customer Service: Customer service is one of the core voice process services outsourced by businesses. Agents manage inquiries, resolve complaints, provide information, and ensure customer satisfaction through verbal communication.

   Whether it’s answering product-related questions or assisting with billing issues, customer service representatives play a critical role in building and maintaining customer relationships.

2. Technical Support: Outsourced technical support agents assist customers with troubleshooting software, hardware, or network-related issues.

   In industries such as information and technology and consumer electronics, technical support is important for helping customers resolve issues in real time, ensuring smooth usage of products and services.

3. Telemarketing: Telemarketing services focus on outbound calls aimed at promoting products or services, generating leads, and conducting surveys. In industries like e-commerce, financial services, and emerging markets, telemarketing helps drive sales and gather valuable customer insights.
4. Collections: Collections teams contact customers to remind them of overdue payments and help recover outstanding balances.

   In sectors such as banking and telecommunications, outsourcing collections ensure that payment issues are handled efficiently while maintaining a positive customer experience.

5. Order Processing: This service involves managing customer orders via phone calls, processing payments, and ensuring accurate order fulfillment. Industries such as retail and manufacturing frequently outsource order processing to manage the high volume of calls related to purchases.
6. Appointment Scheduling: Voice agents handle appointment scheduling for various industries, such as healthcare and real estate, where setting up consultations, follow-up calls, or meetings is integral to the business process. 

Industries That Frequently Outsource Voice Processes

Voice process outsourcing is common across various industries that require continuous customer engagement or technical support. Some key sectors that frequently leverage outsourced voice services include:

• Telecommunications: Companies outsource customer service and technical support to handle a high volume of calls related to service inquiries, troubleshooting, and billing.
• Information and Technology (IT): The IT industry often outsourced technical support and help desk services to ensure customers receive immediate assistance with software or hardware issues.

• Financial Services: Banks and financial institutions outsource voice processes for customer inquiries, loan processing, collections, and account management.

• E-commerce: Online retailers outsource customer service, order processing, and telemarketing to manage sales inquiries, order placements, and follow-up communications.

• Healthcare: Hospitals and clinics outsource appointment scheduling, billing inquiries, and insurance claim support to streamline patient services.

Benefits Of Outsourcing Voice Processes

Outsourcing voice processes offers numerous advantages for businesses looking to optimize operations and reduce costs. Here are some of the key benefits:

1. Cost Savings: One of the main reasons companies choose to outsource voice processes is to save on operational costs. By outsourcing, businesses avoid the expenses associated with hiring, training, and managing an in-house customer support team.

   Additionally, outsourcing eliminates the need to invest in infrastructure such as call center technology, reducing overhead costs.

2. Access to Specialized Expertise: Outsourcing providers employ highly skilled agents trained in customer service, technical support, and telemarketing.

   These professionals bring specialized knowledge to the table, ensuring that customer inquiries are handled efficiently and with care. Access to expert support allows businesses to improve service quality without the burden of extensive internal training.

3. Focus on Core Activities: By outsourcing routine voice process tasks, companies can focus on their core activities and strategic objectives.

   Outsourcing customer service, technical support, or telemarketing frees up internal resources, allowing businesses to concentrate on product development, innovation, and market expansion.

4. Scalability: Outsourcing offers flexibility in scaling operations. Businesses can easily increase or decrease the number of outsourced agents based on seasonal demand, product launches, or market fluctuations.

   This adaptability is especially valuable for industries that experience varying workloads throughout the year.

5. 24/7 Support: Many outsourcing providers offer round-the-clock customer service, which is important for businesses operating in multiple time zones or requiring constant availability. This ensures that customers receive support whenever they need it, enhancing customer satisfaction and loyalty.
6. Advanced Technology Infrastructure: Outsourcing companies often invest in the latest technology and infrastructure to support voice processes.

   This includes call center software, CRM systems, and other communication tools that improve service efficiency and effectiveness. Businesses benefit from this advanced infrastructure without having to make significant internal investments.

Conclusion On The Difference Between Voice And Non-Voice Process

Businesses often select between voice and non-voice processes based on their specific customer service needs. For situations requiring instant resolutions and direct interaction, voice processes are indispensable. 

Conversely, non-voice processes offer flexibility and cost-efficiency, making them ideal for managing detailed customer inquiries, order processing, and technical support.

For a well-rounded BPO strategy, both voice and non-voice processes are important. Together, they provide comprehensive support, ensuring that customers receive the appropriate level of service, whether it’s quick troubleshooting over the phone or detailed guidance through chat or email.

At Gear Inc, we understand that every business has unique needs. Established in 2007, we have grown into a leading BPO provider, offering tailor-fit solutions across five continents. 

From live chat support, email support, to technical assistance, our dedicated team of over 6,000 professionals delivers world-class services to help businesses achieve their goals.

Ready to gear up your customer service? Partner with Gear Inc today and experience how our expertise can drive your business forward.

Frequently Asked Questions About Voice And Non-Voice Process

Is Training Required For Non-Voice Process Agents Different From Voice Process Training?

Yes, training for non-voice process agents differs significantly from voice process training. Non-voice agents primarily focus on developing strong written communication skills, attention to detail, and the ability to handle multiple tasks simultaneously, such as managing emails or live chats. 

In contrast, voice process training emphasizes verbal communication, active listening, and quick problem-solving to engage effectively with customers over the phone.

Can Non-Voice Processes Provide 24/7 Support To Customers?

Yes, non-voice processes are well-suited to provide 24/7 support. Since non-voice channels like email, chat, and social media do not rely on real-time verbal communication, they can be managed around the clock with a rotating team of agents. 

This flexibility ensures that businesses can cater to customer needs at any time, regardless of time zones or regional differences.

When Should A Business Choose A Non-Voice Process Over A Voice Process?

A business should choose a non-voice process when handling tasks that require detailed responses, documentation, or where the customer’s request isn’t urgent. 

Non-voice processes are ideal for industries that deal with technical support, billing inquiries, and other services where written communication is more efficient. They are also useful when businesses need to manage multiple inquiries simultaneously, such as through live chat.

Does Outsourcing Voice Processes Improve Customer Satisfaction?

Yes, outsourcing voice processes can improve customer satisfaction by providing faster response times and specialized support. Trained agents can handle inquiries and resolve issues more effectively, ensuring customers receive the help they need promptly. 

Additionally, outsourcing allows businesses to offer extended hours of service, enhancing the overall customer experience by providing constant availability.

Does Voice Process Outsourcing Include Sales And Marketing Tasks?

Yes, voice process outsourcing often includes sales and marketing tasks such as telemarketing, lead generation, and customer outreach. Many companies rely on outsourced agents to make outbound calls to promote products or services, conduct surveys, or generate potential sales leads.