Voice BPO involves employees using their voice to interact with customers through inbound or outbound calls. Non-voice BPO jobs do not involve customer interaction. Voice BPO can be outsourced and requires proficiency in the employer’s language.
Voice business process outsourcing (BPO) is a subsection of BPO jobs where employees more often use their voice to work. This means that the employee will often call or call customers to answer questions or to respond to complaints. The activities involved in these BPO jobs are classified as either inbound or outbound, but the two are often combined. Voice BPO is contrasted by non-voice BPO, which does not mean that employees never talk, but that they never interact with customers. As with all BPO jobs, this can be outsourced to other countries or regions, and those employees must be proficient in the employer’s language to get the job done.
In the roughest sense, BPO jobs can be divided into voice and non-voice categories. In the voice section, the primary tools an employee will use will be their voice and a telephone. These jobs are often associated with call centers and help desks, where customers are constantly asking for help or asking a question. Many businesses need them, but computer companies and banks are mostly known for these call centers.
With voice BPO, the employee’s work will be classified as inbound or outbound. Inbound is when a customer calls and the employee answers. These employees must be able to react quickly to questions and must be able to use a computer at the same time to get more information for the consumer. Outgoing employees call consumers, often to inquire about late bank payments or to try and sell the consumer a new product or service.
While inbound and outbound voice BPO jobs are classified separately, they are typically combined. An employee may have to answer questions during one part of their work day and call customers asking questions during another part. Sometimes employees are specialized and the call center is organized so that one employee handles only outgoing or incoming calls, but this is rare.
Contrast Voice BPO is a non-voice BPO job. Employees in this field don’t communicate with the public but are behind a desk or running a computer. Accounting, documentation, database administration, and manufacturing products are all examples of non-voice jobs.
Just like all BPO jobs, voice BPO can be outsourced domestically or to another country or region. In the latter case, employees must demonstrate proficiency in the employer’s language; otherwise the employee will not be able to perform his duties. Tests are typically needed to see if the employee is qualified in the employer’s language before the employee is given a job.
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