According to Outsource Accelerator, the global BPO market is expected to reach $620 billion by 2032, with voice processes accounting for a significant portion due to continued demand in customer support and telesales. The Voice process means in BPO (Business Process Outsourcing) services, involves direct verbal interaction with the customers.
It’s totally different than non-voice process, and much easier to engage with your customers. Also helps to understand the problems faster and easier, rather than texting on chat support.
What is Voice Process in BPO?
Voice process means customer service that occurs via phone calls. Voice processes have been reported to resolve issues 3-4 times faster than other channels, as 60% of consumers prefer to speak to a real person when resolving complex issues.
Direct verbal interaction can help to build trust and improve the relationship between the company and the customer. Most businesses use this process to improve their service and keep customers happy.
Types of Voice Process in BPO
Voice Process is a type of business process outsourcing. It can be further categorized into inbound and outbound processes. Let’s understand what both types mean in BPO:
1. Inbound Voice Process
In the inbound voice process, the BPO agents have to receive incoming calls to support and resolve customer issues.
2. Outbound Voice Process
However, in the outbound voice process, agents call customers. The calls could be for sales, feedback, or updates. It’s common in telemarketing.
Domestic Voice Process vs. International Voice Process
The domestic voice process handles calls within the same country, while the international deals with clients from different countries. Both have their own advantages and disadvantages. Companies can choose to hire a domestic or an international call centre based on their business.
Here are some factors that affect the domestic and international call process in business process outsourcing.
| Factors | Domestic | International |
| Cost | High | Low |
| Accent | Local | Neutral |
| Control | Easy | Needs Planning |
| Language | No Language Barrier | Language Barrier |
Benefits of Voice Process Outsourcing
Voice process outsourcing means giving your customer support calls to a third-party company. It helps businesses handle customer calls without building a separate support center. Outsourcing is common in industries like e-commerce, telecom, and banking. It’s a smart move for companies that want professional help at lower costs.
Here are some advantages of call centre support in BPO:
1. Cost Savings and Efficiency
One of the major advantages of outsourcing is saving the expenses of extra assets, like on
- Salaries
- Office space
- Equipment
- Training
A support center in India costs much less than one in the US or UK. These BPO companies will also provide skilled agents at a lower cost.
2. Access to Skilled Workforce
One of the biggest benefits of outsourcing voice processes is that you get experts and well-trained agents. They are skilled in:
- Speak clearly
- Understand customers
- Solve problems quickly
You don’t have to worry about hiring and training. The outsourcing partner does it all.
3. 24/7 Customer Support
Customer support that is available around the clock is considered the best. Companies outsource their voice processes to BPO in order to get 24/7 service. While some companies also leverage the time zone difference and outsource their customer service to a BPO in another country.
4. Focus on Core Business Areas
With customer calls handled by experts, you can focus on:
- Growing your product
- Improving services
- Running marketing campaigns
5. Faster Response Times
Outsourced teams include the expert BPO agents who follow strict guidelines. They deliver quick responses to customer queries. Also, use advanced tools to solve the problems faster. This leads to happy customers.
6. Language and Accent Advantage
Many outsourcing teams speak multiple languages. They also train in neutral accents. It helps them talk to a global audience without confusion.
7. Scalable Support Options
Got a big sale or holiday rush? Outsourcing lets you add more agents quickly. No need to hire new people yourself. Scale up or down as needed.
8. High-Quality Customer Experience
Top outsourcing firms track every call. They use KPIs to improve:
- First call resolution
- Call quality
- Customer satisfaction
They also record calls to train and improve service.
9. Compliance and Data Security
Good outsourcing partners follow rules. They protect your data and keep it safe. They follow standards like:
- GDPR
- PCI-DSS
- HIPAA (for healthcare)
Your customers’ info stays protected.
Major Industries That Need Voice Support
Voice process BPO benefits most industries. However, it is an integral part of some industries such as:
- E-commerce: For order help and returns
- Healthcare: For appointment and billing support
- Banking: For account and transaction queries
- Tech: For troubleshooting and updates
These industries get huge benefits from voice outsourcing.
Conclusion
Voice process means helping customers through live calls. It’s a great job to start your career, learn communication, and grow professionally with top BPO companies. With the right attitude and skills, you can make your career in voice process jobs.
FAQs
It’s a job where you answer or make calls to help customers.
No, most jobs only require a 12th pass or graduation.
Yes, it’s a good start and offers many chances to grow.
The skills you need are fluent speaking, listening, and using computers are key.
It ranges from ₹15,000 to ₹40,000 per month in India.
