BPO Voice Process and Non-Voice Process Outsourcing

Voice and Non-voice processes are crucial operations of any customer service team, and the effectiveness of these operations plays a vital role in the company’s growth. Companies outsource voice and non-voice operations to BPOs or keep an in-house team, although outsourcing is preferred for several reasons. It’s essential to improve customer experience as it helps enhance brand image, generate recurring revenue, and the freedom to focus more on core activities.

SquadStack is a leading BPO telecalling outsourcing partner, providing excellence in voice process tasks and omnichannel outreach support. By integrating artificial intelligence technology and quality analytics, SquadStack achieves excellent connectivity rates and improves customer acquisition costs and conversions.

Key Takeaways

• BPO manages both voice and non-voice customer service processes, involving direct communication over the phone for voice and channels like email, chat, and social media for non-voice.
• Outsourcing voice tasks to professionals like SquadStack offers benefits like cost efficiency, focus on core activities, scalability, 24/7 support, and access to advanced infrastructure.
• SquadStack specializes in call centre outsourcing, end-to-end management, and transparent pricing, enhancing agent productivity and connectivity through omnichannel support.
• Voice processes prioritize real-time verbal communication for issue resolution and relationship-building, while non-voice processes emphasize written interaction for detailed responses.

‍Voice process Telecalling Script Examples

What is BPO Voice Process And Non-Voice Process?

Do you want to know how to outsource business processes for voice and non-voice tasks? First, let’s define these two processes—voice and non-voice—to understand a BPO company better. So, come along and join us on an adventure into the exciting world of BPO.

‍What is the 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.

Good customer service is equally important as the product or service you offer. Squadstack understands this, and by prioritizing exceptional support over the phone, we ensure lasting positive impressions and satisfaction among customers, ultimately driving business success.

Voice processes are divided into two categories:

Inbound Voice Process

Inbound calls in a BPO voice process are calls made by customers to telecallers. They include resolving queries or issues or providing customer support regarding the product or service.

Specific inbound call centres manage incoming customer calls, focusing on assistance, issue resolution, and support services. They emphasize effective communication and problem-solving to deliver positive customer experiences, measuring performance with key metrics.

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 customers' previous issues, and get feedback from them.

Outbound call centres initiate customer calls for various purposes, such as sales, surveys, or follow-ups. They aim to engage customers, gather feedback, or promote products/services, emphasizing persuasion and communication skills.

What Is the 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.

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. The voice process involves 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.

What are Voice Process Outsourcing Services?

Voice process outsourcing services involve delegating customer communication and support tasks to third-party service providers. These services typically include a variety of tasks performed over the phone, including customer inquiries, support, sales, telemarketing, and customer service. Outsourcing service partners provide skilled professionals to handle inbound and outbound calls on behalf of their clients.

Importance Of Outsourcing Voice Process Operations

Companies often outsource their voice process operations to streamline other business operations and allocate resources efficiently. Here are some of the reasons for outsourcing:

• Cost Efficiency: Outsourcing allows companies to save expenses for hiring, training, and managing an in-house customer support team.
• Focus on core activities: By outsourcing the voice process, companies can focus more on their core activities and strategic goals. They can outsource routine tasks such as customer support, telemarketing or support to professional companies, allowing them to focus on their core operations.
• Scalability: Outsourcing provides scalability, allowing businesses to quickly increase or decrease workload as needed without disrupting hiring, training, and managing additional staff at home.
• 24/7 support: Many outsourcing companies provide 24-hour support. This is important for businesses that operate in different time zones or regions and require constant customer service.
• Technology Infrastructure: Outsourcing companies often invest in technology and infrastructure to support voice processes, including call centre software, CRM systems, and communications tools. This increases efficiency and effectiveness.

Why Choose SquadStack Voice Process Outsourcing Services?

Choosing Squadstack's voice process outsourcing services allows businesses to focus more on their core operations.  We provide omnichannel support by integrating technology and analytics to achieve high connectivity. By entrusting their voice operations to SquadStack, businesses can rely on our proven track record and commitment to excellence to improve customer service and ultimately contribute to their long-term success.

SquadStack provides telecalling solutions, managing the training and supervision of telecallers for company-specific campaigns. Clients get maximum agent productivity through a usage-based pricing structure, paying only for connected minutes. SquadStack focuses on transparency and analytics, providing detailed reports, customized dashboards, actionable insights, and thorough call recordings for assessment. With omnichannel outreach capabilities, including coverage during weekends and after-hours, SquadStack ensures improved connectivity to high-priority leads. 

Looking for the Best Voice Call Service Provider Company?

Squadstack is a leading voice call service provider specializing in tailored solutions for businesses. Our skilled telecallers undergo thorough screening and training to ensure professionalism in representing client brands. Using advanced technology, SquadStack optimizes voice processes for business growth and improves customer relationships. With a dedication to quality and innovation, we have partnered with clients across many sectors, such as e-commerce, brokerage, lending, and healthcare

Squadstack’s Voice process software

Having efficient voice process software to automate specific tasks goes a long way in streamlining business processes and saving considerable resources. Let’s have a look at Squadstack’s tech stack:

• Dialer Technology Overview: SquadStack's dialer system seamlessly integrates with a telephony partner, enabling an in-house dialer to prioritize and queue leads for calling. Agents use the interface to initiate calls, prompting the system to access Squad's database via APIs and dial the lead's contact number. The in-house dialer offers a combination of auto-dialling and preview dialling features, with the recent addition of a predictive dialer that automatically initiates calls based on agent availability, thereby enhancing the efficiency of the calling process.
• Conversion Stack: Aimed at improving conversions within an acceptable Customer Acquisition Cost (CAC) range, Squadstack's conversion stack leverages past conversion patterns lead stage and requested callbacks for lead prioritization. The system maps top agents to high-priority leads based on performance metrics and conducts regular checks on agent performance, providing refresher training or removing underperforming agents as needed. Multiple follow-up cadences and reactivation strategies ensure efficient lead nurturing while maintaining cost-effectiveness.
• Workflow Builder: Squadstack's Workflow Builder empowers Ops teams to configure outreach cadences for leads, incorporating multiple channels such as WhatsApp and IVR. Responses from outreach channels guide leads through subsequent touchpoints within the workflow, with the system automatically rescheduling follow-ups for unconnected leads. Dynamic settings based on lead data optimize the customer acquisition cost (CAC), allowing for tailored outreach strategies based on lead availability and responsiveness.
• Script Builder: The Script Builder tool enables the creation of guided scripts for agents, facilitating interactions with leads. Standard elements like greetings and questions are configurable, with options to include form elements of various types. Validation rules ensure script coherence, while additional resources such as battle cards and FAQs enhance caller support and efficiency.

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.