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Voice Based Services Vs. Non Voiced Based ServicesBy Expert Author: DevBPO Outsourcing
It all began with Business Process Outsourcing companies that offered voice based services to their offshore customers. The reason for hiring services of BPOs was to handle work flow during peak times and achieve cost efficiency. Since then, the BPO industry has grown and matured. It provides several diverse service offerings which help businesses all over the world. These services range from accounting services, human resource to providing technical support to manage business finances from an offshore place. These days, offshore firms can choose outsourcing companies for either voice or else non-voice based services. So the question as of now is to choose non-voice or voice based services? Let us find out below which is the best option.
Voice based services
During the 1990s, Business Process Outsourcing companies providing voiced based services grew rapidly in many places in the country. The BPO industry also thrived in Philippines and many other countries. Individuals with minimum expertise and training could get into outsourcing companies providing voice call services, outbound telemarketing and inbound call support. Nevertheless, soon the business reached a saturation point and it was problematic for companies to preserve customers. Information Technology titans like IBM, Wipro and Infosys absorbed lots of small companies offering Telemarketing Service and call support services. In spite of this, the industry now is seeing a recovery. The scale of voice services has broadened to incorporate new technical support services. Now the voice call services include, voice chat, live chat and utilizing additional technological platforms. A lot of e-commerce websites are providing incentive for pay-for-performance on effective conversion of prospective inquiries into clients. The prospects of voice-based services is rising brighter gradually as more technology platforms are established, vertical competences are improved and process enhancements are done.
Non-voice based services
A lot of KPOs and BPOs diverted towards non-voice services like IT outsourcing, accounting outsourcing, human resource outsourcing etc. The demand for non-voice based services is extensive and is projected to grow quicker as it is yet in the development stage in contrast to voice-based services that has reached its peak of growth. But, numerous services like recruitment outsourcing are not accomplished minus voice based services.
Conclusion of Voice and Non-voice based services
To conclude, the future lies in unified services as to a great extent, more clients are looking at the complete package instead of a couple of services. This includes 360-degree company processes and provides a combined solution. In this day and age, Business Process Outsourcing firms have gone beyond telemarketing and inbound call services. They are currently encompassing several more niches and providing value-added solutions. These companies are providing a comprehensive Call Center Solutions India. Alliance tools such as communication platforms and Enterprise software are the most excellent technologies to reach their destination faster. Many firms are looking for Call Center Projects that include computer telephone amalgamation, virtual call centers, call routing, and networked Interactive Voice Response (IVR) etc. Therefore, with the correct utilization of technology and pioneering platforms, organizations can with conviction present a 360-degree solution.
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