Non voice process can be a customer support, technical support or sales process. As the name suggests, in a non-voice process you don’t talk to the customer. Communication with the customer is done through use of email and chat tools. Interaction could be initiated either by a customer or by an agent depending upon the type of process (inbound/outbound).
Non voice is different from back office. Non-voice process is 100% client interaction while In back office processes major task is to process client transactions, data analysis etc. Customer interaction is not required or minimal. However these days back office processes are commonly referred as Non-voice processes.
Non-voice process requires good communication skills especially written communication. Candidates who don’t have excellent voice/accent can also apply however their written communication needs to be good. In non voice typing speed is also vital.
Look at a typical candidate profile required for a Non-voice process as below:
Growth prospects in a non voice process are same as a voice process. If you join as an agent(associate) then you can grow laterally or vertically. In vertical movements you can become a Team leader, Asst. manager, Deputy manager, Manager and so on. In lateral movements you can become an SME,QA,Trainer, Executive in a support function like HR, finance, quality etc.
Refer to BPO Career page for more details on growth.