A voice process job involves communicating with customers over the phone or other voice channels to provide services like sales, customer service, and technical support. These jobs are common in call centers and business process outsourcing (BPO) companies.
If you enjoy talking to people, have good communication skills, and want a job with flexibility, then a voice process job may be right for you. In this comprehensive guide, we will explore what voice process jobs are, their types, responsibilities, skills required, salary, and more.
What is a Voice Process Job?
- Call centre agent – Answers inbound customer calls to address inquiries, complaints, etc.
- Telemarketer – Makes outbound calls to existing/potential customers for sales, surveys, etc.
- Customer service representative – Provides support to customers before/after sales via calls.
- Technical support agent – Offers technical assistance over the phone for products/services.
- Voice sales agent – Sells products/services to customers over the phone.
So in summary, any job where vocal communication is the primary medium of customer interaction is termed a voice process job. These jobs involve high volumes of inbound/outbound calling.
What is a Voice Process Job in BPO?
BPO stands for Business Process Outsourcing. BPO companies manage and operate one or more business processes for clients, such as call centers, accounting, HR, marketing, etc.
Many companies outsource call center and other voice process operations to BPOs to save costs. BPOs can offer voice process services like call center support at lower costs due to economies of scale and labor arbitrage.
Some examples of common voice process jobs in BPOs are:
- Inbound/outbound call center agents
- Telemarketers, tele-surveyors
- Voice-based customer service agents
- Technical support over voice channels
- Appointment setting executives
- Sales Development reps contact leads over the phone
So BPOs specialize in offering voice-based customer interaction services for clients across various business functions.
Voice Process Jobs Processes
There are two main types of voice process jobs:
Inbound Voice Process
In inbound voice process jobs, the agent receives and handles incoming calls from customers. Examples are call center agents, and helpdesk agents.
The inbound call flow usually follows steps like:
- Greeting customers
- Identifying their requirement
- Accessing resources to resolve their issues
- Providing solutions or transferring call
- Recording call data
Some skills required for inbound voice process agents are active listening, problem-solving, customer service orientation and computer skills.
Outbound Voice Process
In outbound voice process jobs, the agent initiates outgoing calls to customers. Examples are telecallers, telemarketers, and sales development reps.
The typical outbound calling steps are:
- Accessing call list
- Dialing numbers
- Introducing oneself when connected
- Pitching product/service
- Answering questions
- Recording call data
Outbound agents need persuasive communication skills, resilience, product/service knowledge, and proficiency in tools like CRM software.
Voice Process Roles and Responsibilities
Some typical responsibilities of voice process agents are:
- Handling high call volumes: Agents need to handle back-to-back calls efficiently.
- Listening attentively: They should listen carefully to understand customer requirements.
- Communicating clearly: Agents need to speak politely and explain things clearly.
- Managing difficult customers: Dealing with angry, abusive customers calmly and professionally.
- Providing solutions: Resolving customer queries, and complaints quickly.
- Meeting targets: Achieving goals for call volume, resolution time, sales etc.
- Recording data: Entering details of each call accurately in CRM software.
- Upselling products/services: Suggesting suitable upgrades to customers.
So in summary, voice process agents act as the voice of the company they represent and should provide prompt, helpful service to callers.
Voice Process Job Description:
A typical voice process job description usually includes:
- Job title – Call center agent, customer service rep, voice sales agent etc.
- Job summary – Short overview of role.
- Daily responsibilities – Key tasks like taking calls, resolving queries, recording data, etc.
- Performance metrics – KPIs like call volume, resolution rate, and customer satisfaction score.
- Software skills – Proficiency in tools like CRM, and call management software.
- Communication skills – Language fluency, phone etiquette, patient listening.
- Behavioural skills – Teamwork, resilience, problem-solving.
- Experience and education – Relevant qualifications and prior experience.
So the job description outlines the day-to-day activities, skills, and experience required to be successful in the voice process role.
What are Voice Process Jobs Advantages:
Some benefits of voice process jobs are:
- Flexibility – Option for part-time, work from home in many companies.
- Entry-level access – Limited barriers to getting started, unlike corporate jobs.
- Skill development – Improve communication, customer service, and sales skills.
- Decent salary – Average pay of ₹2-3 lakhs per annum for freshers.
- Growth opportunities – Can get promoted to team lead/trainer after gaining experience.
- Varied work – Get to interact with diverse people and learn about different industries.
So voice process jobs offer a good starting point for one’s career with potential for learning and growth.
What are Voice Process Jobs Disadvantages:
Some downsides of voice process jobs are:
- Repetitive work – Tedious handling of similar calls daily can be monotonous.
- Work pressure – High call volumes lead to constant pressure to meet targets.
- Irregular hours – Night shifts are common, especially in outsourced centers.
- Stress – Dealing with angry, unreasonable customers causes stress.
- Limited career growth – Reaching managerial roles may require switching companies.
- Burnout – Prolonged call center work results in mental/physical exhaustion.
So while entry-level voice jobs have their perks, workers need resilience to manage the downsides.
What are Voice Process Interview Questions:
Some common interview questions for voice process jobs are:
- Tell me about yourself – Give an overview of your background.
- Why do you want this job? – Judges’ interest in the role.
- How would you handle an angry customer? – Tests conflict management.
- What phone/computer skills do you have? – Verifies job-related skills.
- How do you prioritize tasks? – Checks multitasking ability.
- Describe a time you exceeded a goal – Provide insight into past performance.
- Where do you see yourself in 5 years? – Evaluates growth expectations.
- Why should we hire you? – Chance to summarize key strengths.
Preparing responses to such questions is important to make a good impression in a voice process job interview.
FAQs on Voice Process Job
Q1. What is a Non-voice Process Job?
Non-voice process jobs involve serving customers through channels like email, chat, and social media instead of phone calls. Examples are data entry, medical transcription, content moderation, graphic design etc. These require good typing speed, computer proficiency and written communication skills.
Q2. What is a voice Process Job?
Semi-voice process jobs involve a mix of voice and non-voice channels for customer interactions. For example, a helpdesk agent may handle customer queries via calls as well as email support. It requires competency in both verbal and written communication skills.
Q3. What Is Domestic Voice Process Jobs?
Domestic voice process jobs involve handling calls from customers located within the same country. For instance, call center agents in Indian centers interact with customers across India in languages like Hindi, Tamil, Malayalam etc.
Q4. What Is International Voice Process Jobs?
International voice process jobs require handling overseas customers from different countries and cultures. For example, call center agents in India provide support to US/UK clients in English. It requires understanding foreign accents and sensitivities.
Q5. What are the Requirements for Becoming a Voice Process Agent?
The key requirements are:
- Fluency in languages like English, Hindi, and regional languages
- Clear speaking voice and pronunciation
- Active listening and verbal communication skills
- Basic computer skills
- Customer service orientation
- High school diploma
- Typing speed of 20-30 WPM
Q6. What is Voice Process Jobs Salary?
In India, the average salary for freshers is ₹15,000 to ₹30,000 per month based on location and company. With 2-3 years experience, it rises to ₹30,000 – ₹50,000 per month. High performers can earn ₹70,000+ per month in team lead/trainer roles.
Q7. Is Voice Process a Good Job?
Yes, voice process jobs can be quite good for freshers and students looking for work experience. The customer service and communication skills gained are valued across industries. It offers work flexibility and a steady income. With some experience, one can get promoted to better roles within the company or switch to corporate jobs.
Voice process jobs involve repeatedly talking to customers over the phone or other voice channels. Though repetitive, they help build valued soft skills and offer entry-level job seekers decent pay plus flexibility. With training and experience, voice process agents can advance their careers significantly.
The high-growth BPO industry will continue to generate numerous voice job opportunities worldwide. So if you have good verbal communication abilities, voice process roles are worth considering.