A voice process is a type of business process outsourcing (BPO) that involves speaking directly to customers on the phone, which could be a job in the form of sales or support. Voice services include interactions with both existing as well as potential customers over the phone, and these interactions can be at any stage of the customer journey – from the first customer interaction and after-sales services, to troubleshooting and technical support. Effective communication skills and fluency in the customers’ language are crucial for agents to provide voice contact center services. On the other hand, non-voice processes include responding to customer queries via chat, SMS, or email. These jobs may include admin, as well as email handling, chat support, and messages. Non-voice mediums hold significant value with live chat being the preferred means of communication. In addition to sales and service, non-voice services may include HR, hiring, tech support, appointment scheduling, notifications, technical support, back office processing, and other tasks for the outsourcing client.