If you've ever researched careers in the BPO (Business Process Outsourcing) field, you've probably come across two common roles - Voice Process and Non-Voice Process - it can be confusing. While these job roles are pretty similar, they have very different skills and communication types.
In this blog, we will demystify the difference between voice and non-voice processes; whether you're thinking of a career in BPO or just interested to know how companies provide global customer support, here we will explain the difference.
What is a Voice Process?
A Voice Process involves direct interaction with customers over the phone. This could be through inbound or outbound calls, depending on the business need.
Key Characteristics:
Real-time communication with customers.
Roles often include customer support, telemarketing, tech support, or sales.
Requires excellent spoken English (or relevant language), clear communication, and problem-solving skills on the spot.
You may work in day or night shifts based on global client needs.
Voice process roles are great for those who are confident speakers, quick thinkers, and enjoy solving problems through direct conversation.
What is a Non-Voice Process?
A Non-Voice Process doesn't involve talking to customers on calls. Instead, it focuses on communication through written methods like emails, live chat, or data entry tasks.
Key Characteristics:
Interaction is written — via email, chat support, social media, or internal systems.
Tasks may include processing transactions, handling back-office work, content moderation, or technical support via email.
Requires good writing skills, accuracy, and sometimes familiarity with tools like CRM software.
Often more structured and process-oriented.
Non-voice roles suit people who are detail-oriented, organized, and prefer written over verbal communication.
Voice vs. Non-Voice Process: Key Differences
Let’s break it down further:
Communication Style
Voice Process: Verbal (phone calls)
Non-Voice Process: Written (emails, chat, documents)
Skill Focus
Voice: Verbal fluency, soft skills, active listening.
Non-Voice: Writing clarity, typing speed, attention to detail.
Work Environment
Voice: Typically fast-paced, with call targets.
Non-Voice: Task-based, sometimes more flexible.
Stress & Pressure
Voice: Can be high-pressure due to real-time responses.
Non-Voice: Less immediate, but more volume-driven.
Which One is Right for You?
It depends on your strengths!
Choose Voice Process if you:
Are a confident speaker.
Enjoy working in fast-paced, interactive roles.
Can think and respond quickly.
Choose Non-Voice Process if you:
Enjoy written communication.
Are detail oriented.
Enjoy working in a more behind-the-scenes role.
Why Businesses Use Both
Most companies today use a combination of voice and non-voice processes to provide 24/7, multi-channel support. This helps them:
Reduce customer wait times.
Offer flexibility to users (not everyone wants to call).
Ensure all types of queries are handled efficiently.
Final Thoughts
The difference between voice process roles and non-voice process roles is more than how you communicate; it's also how businesses effectively operate in a wide-ranging global marketplace.
If you are trying to find a job, or simply looking to investigate the BPO space, approaching it from the perspective of voice & non-voice process roles will assist in providing a clearer understanding of your opportunities ahead.
FAQs
1. What is the main difference between voice and non-voice processes?
Voice processes involve verbal communication, typically over phone calls, while non-voice processes are written and include tasks like email support, chat support, and data entry.
2. Which process is better for beginners in BPO?
Both are suitable depending on your strengths. If you're good at speaking and handling people in real time, voice is ideal. If you prefer written tasks and a less pressured environment, non-voice is a better fit.
3. Can I switch from voice to non-voice or vice versa?
Yes, many professionals transition between voice and non-voice roles as they gain experience and develop new skills.
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