Question
Differentiate between Voice & Non Voice processes in BPO Industry?
Answer :
Word Count : 459
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Voice and non-voice processes are two distinct categories within the Business Process Outsourcing (BPO) industry, each serving different types of services and requiring unique skills and technologies. Voice processes involve direct communication between the BPO employees and customers. This interaction typically happens over the phone or through other communication channels such as video calls, often involving customer support, telemarketing, and helpdesk services. These services require employees to handle customer inquiries, complaints, or provide technical assistance. Since voice processes involve human interaction, agents need to have excellent communication skills, a professional tone, and the ability to multitask, often responding in real-time to
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