Department: bpo-customer-operations

Voice & Non-Voice Process

Inbound and outbound voice processes alongside email, chat, and ticket resolution.

Call Answer Rate98.5%

Operational Cost Drop35%

SLA Compliance Rate99%

Overview

Handle high-volume customer communications through professional voice and non-voice operations. We manage inbound customer inquiries, outbound courtesy calls, back-office ticketing, and digital customer support.

Our Strategic Execution Process

Phase 01

Script & SOP Setup

Drafting call scripts, email templates, and escalation matrices.

Phase 02

Agent Skill Matching

Selecting agents with language fluency, domain knowledge, and empathy.

Phase 03

System Integration

Connecting IVRs, VoIP dialers, and ticketing systems.

Phase 04

Performance Review

Weekly reviews on AHT (Average Handling Time), FCR, and call quality scores.

Key Deliverables & Inclusions

Inbound Call Assistance & Query Resolution
Outbound Customer Follow-ups & Verification
Non-Voice Email, Ticket & Web Form Management
Multilingual Agent Support Across Indian & Global Languages

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Frequently Asked Questions

Got Questions? We Have Clear Answers.

We start with a thorough technical audit and business metric mapping to align key performance indicators before execution.

Scale Your Voice & Non-Voice Process Strategy

Let us build a customized growth blueprint targeting your exact B2B metrics. Contact our team to begin.

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