Non Voice Process-Customer support using chat or email

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).

Similarities between Voice and Non voice

  • Both voice and non-voice processes require interaction with the customers
  • Calls, chat and emails need to be answered at the earliest so that customer doesn’t have to wait for long
  • Customer satisfaction is of utmost importance in both
  • Average handle time is an important metric in both voice and non voice
  • Correct answer/resolution needs to be provided

Differences between Voice and Non voice

Non Voice vs Back office

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.

Who can join a Non voice process

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:

  • Good communication skills
  • Good comprehension skills suitable for an email/chat support
  • Under graduates/graduates with 0-3 years of experience (Freshers can apply)
  • Good analytical and reasoning skills
  • Willing to work in rotational shifts
  • Basic understanding of computers
  • Good in typing (30 WPM) with 90% accuracy
  • Ability to handle multiple chats effectively with a good typing speed.


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.

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