Non-speech business process outsourcing (BPO) involves back-office tasks that do not require speaking to customers. Non-speech BPO employees are tested on their writing skills and language acumen, and typically require formal training in their specific field. Common duties include data processing, database work, research, or financial services. Unlike voice BPO, non-voice BPO workers have a more stable work day and require specialized training.
Non-speech business process outsourcing (BPO) is a subsection of BPO where employees do not work in call centers or other areas where they might talk to customers, but are placed in jobs performing back office tasks; therefore, they do not use their voice. Most BPOs in the US are non-domestic, so BPO entry candidates will be rigorously tested on their language acumen for whichever country sponsors the job. Non-speech BPO does not test for speech abilities; instead, it tests writing skills, because these employees often respond to emails or fill out forms for clients. Unlike voice BPO, where employees only need to be able to speak, non-speech BPO employees usually need formal training in their specific field to fulfill their job duties.
When a business does outsourcing, it usually needs both voice and non-voice BPO. Voice BPO will be responsible for answering calls and speaking directly with customers, while non-voice is more about sitting behind a desk and performing tasks that the customer may not see. Some non-voice employees may never interact with customers, while others will by email but not over the phone.
Before a non-speech BPO candidate gets a job, they will be tested for language acumen. While the applicant never needs to speak to clients, he/she still needs to be able to write in the primary language of the company sponsoring the job. This allows the applicant to respond to emails and fill out forms and paperwork so employees of the parent company can read the information in their native language.
The common duties of a non-voice BPO employee are computer based. He or she will perform data processing, database work, research or financial services in this field. These employees can do any job that is done out of sight of the customer and behind a desk. Some jobs require the employee to have limited interaction with the client. Unlike voice BPO, where each day is different based on who you call, non-voice BPO workers have a more stable work day.
A non-voice BPO employee typically has to perform a specialized job, so they will typically need formal training for that job. For example, if hired to perform database maintenance, the employee should have database management training and experience before being assigned to the task. This is in contrast to voice BPO, where employees only need to have a clear voice and the ability to speak the company’s native language fluently.
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