Non-Voice Process in a Call Center

There is no doubt that call centers have bridged the gap between the customers and the brand. Earlier, when the customer had to connect with a brand or had to register a complaint related to the product, they had to physically visit the brand store. But after IVR and Voice Call Centers are introduced, customers can register their complaints through just one call from home.

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What is Non-Voice Process its type in a Call Center

With the advancement of technology, now in addition to voice call centers, customers can also connect with a live call center expert, through chat, message, or WhatsApp.

In this blog we will delve in to the Non Voice Process in a Call Center and what are the types of non voice process in a Call Center.

Without further ado, let’s start with the topic:

Non Voice Process in a Call Center?

As mentioned earlier, Call Centers are primarily communicate with customers in 2 modes. One is Voice process and the another one is Non Voice Process.

As the name suggests, the non-voice process is the means of communication between the customer and the call center, in which the communication takes place through non-voice channels such as messages, and emails, and not through any voice channel.

In recent times, non-voice channels have gained popularity among customers due to their convenience and instant accessibility. A recent survey revealed that 65% of users prefer non-voice channels, highlighting the significant shift towards these modes of communication in terms of user convenience.

In addition to messages and emails, chats , back office , ticketing are some other modes of communication that comes under Non Voice Process in a Call Center.

Types of Non Voice Process in a Call Center?

Primarily there are 4 communication modes comes under non-voice process in a call center.

1. Chat

2. Back office (Ticketing)

3. Messaging.

4. Email.

1. Chat:

Nowadays customers prefer the chat option over voice. For customers, chat is the most popular and easy medium for connecting with a live call center agent.

The main reason is that the customers no longer need to dial any number, instead they can simply click on the “chat now” option from the application or website to establish a connection with a chatbot or live agent.

Also read: What is Chat Process in a Call Center

There are instances when customers find themselves in places where making a phone call is not feasible, such as being in the office or traveling on a bus or train. During such times, chat options are easy to connect with a call center representative.

Another reason is that customers can attach images, screenshots, or videos to validate their issues during the chat. With this function, it also becomes easy for the customer care expert to understand your problem.

2. Back office (Ticketing) :

Another popular non-voice channel is the back office (ticketing), through which a customer registers his issue with the company through a ticket, and a dedicated back office or BO team of the call center works on that ticket.

Usually, the customer takes the help of this non-voice channel when he does not require a prompt response, which means the severity level of the issue is not high. However, when a customer raises a ticket, there is definitely a priority option in it that which customer can choose as per the severity level.

3. Messaging :

The 3rd main nonvoice channel which is slowly evolving is Messaging. Although, this channel is similar to a live chat the mode of communication between a customer and a call center agent is text base platform.

The main benefit of this mode of communication is customers do not need any internet connection to connect with a live chat expert. The messaging platform is also known as instant messaging and direct messaging service.

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4. Email :

Email is also a non-voice channel, which is less popular than other non-voice channels. Email communication is mainly used by customers who connect with call centers for business purposes or those customers who prefer email communication over voice and chat because they can express their concerns in more words and also intend to copy the concern to the company’s stakeholders.

Usually on email or social media complaints, most of the call centers have a dedicated social media team to handle such cases.

Conclusion:

Although it depends on the customer’s convenience how they want to connect with a call center but looking at the recent stats with growing technologies nonvoice channels have evolved rapidly.

I hope this blog will answer all your question related to Non Voice Process in a Call Center.

What is Non Voice Process in a Call Center

ByCallCentertalks