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Voice and non-voice processes are essential to any customer service department and the efficiency of these processes plays an important role in the growth of a company. Many companies outsource their voice and non-voice tasks to BPOs or employ an internal team, but outsourcing is preferred due to a variety of reasons. It’s crucial to improve the customer service as it can help improve brand image, create ongoing revenue, and also gives you allow you to concentrate more on more important tasks.
Dazonn Assist is a leading BPO Tele-calling outsourcing provider offering top quality voice processing tasks as well as the omnichannel outreach service. Through the integration of Artificial Intelligence technology and quality analytics, Squad Stack achieves excellent connectivity rates, increasing the cost of acquisition and conversions for customers.
What is Voice Process ?
Voice process is a type of customer service where communication happens over the phone. It’s a part of Business Process Outsourcing (BPO), where employees talk directly with customers, handling calls that come in or making calls out. This type of service is common in customer support, sales, telemarketing, and technical support, helping businesses connect directly with their customers.
Voice processes can be categorized into two main types:
- Inbound Calls:
Inbound calls are calls that are initiated by the customer or client seeking assistance, information, or support from a company or organization. These calls are typically routed to a call center or customer service team where trained representatives are available to handle queries, resolve issues, or provide guidance. Inbound calls can cover a wide range of topics, including product inquiries, order tracking, billing disputes, technical support, and more. - Outbound Calls:
Outbound calls, on the other hand, are calls that are initiated by the company or organization to reach out to customers or prospects. These calls are often used for sales, marketing, customer follow-ups, surveys, and other promotional activities. Outbound calling requires a different set of skills compared to inbound calling, as agents must proactively engage with individuals who may not have initiated the contact.
What is Non-Voice Process ?
A Non-Voice Process is a customer service method where communication is done through emails, chats, or online messages instead of phone calls. It falls under Business Process Outsourcing (BPO) but emphasizes written communication. Common activities include handling customer inquiries via email, offering chat support, managing data entry, and assisting customers through social media and other online channels.
Non Voice processes can be categorized into three main types:
- Email Support:
Email support is one of the most common non-voice processes used by businesses today. It allows customers to reach out to a company with their queries, concerns, or feedback via email. This method is preferred by many customers who may not have the time or availability to engage in a phone conversation. Email support also provides a record of communication that can be easily referenced by both the customer and the company, making it an efficient and reliable option for resolving issues.
- Chat Support:
Chat support is another popular non-voice process that allows customers to interact with a company in real-time through online chat platforms. This method is particularly useful for addressing quick questions or concerns that do not require a lengthy conversation. Chat support is often seen as more convenient for customers who prefer immediate responses and do not want to wait on hold for assistance. It also allows agents to handle multiple customer inquiries simultaneously, increasing efficiency and reducing wait times.
- Back Office Support:
Back-office support involves tasks that are essential to the overall operation of a business but do not involve direct customer interaction. This includes data entry, document processing, order fulfillment, and other administrative tasks that are crucial for the smooth functioning of a company. Although back-office support may not be customer-facing, it plays a vital role in ensuring that customer inquiries are resolved efficiently and effectively.
Difference Between Voice and Non-Voice Process
i) Mode of Communication
One of the most obvious differences between voice and non-voice processes is the mode of communication used. Voice processes involve interactions that take place over the phone, where agents must verbally communicate with customers. Non-voice processes typically involve written communication through emails, chat support, or social media platforms. This difference in communication mode can impact the way agents interact with customers and resolve issues
iI) Nature of Interaction
The nature of interaction in voice and non-voice processes also varies. In voice processes, agents must have strong verbal communication skills and be able to quickly and effectively address customer concerns and non-voice processes require agents to have excellent written communication skills and the ability to convey information clearly and concisely. The nature of interaction in each process type can influence the type of training and skills required for agents.
III) Skillset and Training Requirements
Due to the differences in communication mode and nature of interaction, voice and non-voice processes require different skillsets and training requirements. Voice process agents must undergo training to improve their verbal communication skills, active listening abilities, and empathy towards customers. Non-voice process agents, on the other hand, require training in written communication, typing speed, and proficiency in using various software tools. Companies must tailor their training programs to cater to the specific needs of agents in each process type.
IV) Customer Interaction
The way customers interact with agents in voice and non-voice processes can also differ. In voice processes, customers may feel a more personal connection with agents due to the verbal communication, which can lead to higher satisfaction levels. On the other hand, non-voice processes may provide customers with the flexibility to communicate at their own pace and preferred method, leading to a more relaxed interaction. Understanding customer preferences and adapting communication strategies accordingly is crucial for success in both types of processes.
V) Work Environment
Lastly, the work environment for agents in voice and non-voice processes may vary. Voice process agents typically work in a call center setting with a high volume of incoming calls, which can be fast-paced and demanding. Non-voice process agents may work in a quieter environment with fewer interruptions, allowing them to focus on written communication tasks. Companies must create conducive work environments for agents in both process types to ensure productivity and job satisfaction.
Which Process Is Better for Your Business?
Here are some critical factors to consider when determining which process suits your business:
1) Nature of the business:
One of the first factors to consider when choosing between voice and non-voice processes is the nature of the business. Some businesses, such as call centers or customer service centers, may require a high volume of customer interactions that are best handled through voice processes. On the other hand, businesses that primarily deal with written communication, such as emails or chat messages, may find that non-voice processes are more suitable for their needs.
2) Type of customer interactions required
Another important factor to consider is the type of customer interactions that your business typically handles. If your customers prefer to communicate through phone calls and value the personal touch that voice interactions provide, then voice processes may be the better option. However, if your customers are more comfortable communicating through text-based channels like emails or social media messages, then non-voice processes may be more effective.
3) Budget considerations
Budget is always a key consideration for businesses when making operational decisions. Voice processes typically involve higher costs, including expenses for equipment, infrastructure, and trained staff. On the other hand, non-voice processes may require less investment upfront and can be more cost-effective in the long run. It is important to carefully weigh the costs and benefits of each option to determine which process is better suited for your business.
Conclusion
Voice support and non-voice operations play a vital role in improving customer experience for both B2C and B2B businesses. As a result, outsourcing complete contact center services can be highly beneficial. It is crucial to maintain high standards and track performance metrics across all communication channels to achieve success and foster growth. BPO contact centers offer a comprehensive solution, providing everything from infrastructure and staffing to training and quality assurance, which is why many companies are choosing to collaborate with our service providers.
As a writer, editor, SEO strategist, and supporter of the Dazonn Assist, I find more joy in writing content about Bussiness development and outsourcing services.
