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Glossary

What is the Voice Process?

Voice processes include phone conversations that take place at any point in the customer journey. These encounters might be the initial contact with a consumer, after-sale services, or technical support and troubleshooting. For agents to deliver voice contact center services, effective communication and proficiency in the clients' language are essential. Having a workforce that speaks many languages is crucial since contact center services are typically outsourced to more cost-effective countries. To ensure that callers understand the agent and are familiar with their culture, particularly about your products and services, language competency should include accent neutralization. Customer experience must be understood by outsourcing agents.

Types of Voice Process:


One can distinguish between the following two categories of voice processes:

1. Inbound Calls:


Businesses receive incoming calls from customers. These calls might be the consequence of your transactional marketing initiatives or assistance requests from current clients. Both salespeople and customer support professionals may work for an incoming contact center. Since customer satisfaction is crucial for converting customers and retaining them over the long term, they strive to provide gratifying answers to all client problems.


The provision of and maintenance of the quality of these calls depends on the following performance indicators:


  • Average Speed to Answer  (ASA), 


  • Customer Satisfaction Score (CSAT),




  • Customer Effort Score (CES)

2. Outbound Calls:


To sell, promote, or make sales offers to current customers, calls must be made outbound to customers or prospects. They might also be reminders, notifications, or surveys. Sending one or more messages is how an outbound contact center begins an outbound calling campaign. Outbound calls that clients or prospects are not anticipating are referred to as "cold calls". Warming up cold calls with an email, SMS, or other form of communication may make them far more effective so that the person receiving the call is aware of who is calling and why.


To manage effective outbound programs, agents need to be persuasive and possess other soft skills related to sales. Depending on the campaign's objective, several performance tracking metrics are used. Typical performance measures include:


  • Attempts 


  • Connects 


  • Completed Presentations 


  • Conversions (said yes to the message) 


  • Quality (followed all requirements)

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