Voice & Non-Voice Call Center Agent

ChatGPT

Log in

You said:

Roles and responsibilities of bpo and non voice chat process

ChatGPT said:

Here’s a clear breakdown of the roles and responsibilities in a BPO (Business Process Outsourcing) environment, specifically focusing on the Non-Voice Chat Process:

💼 General BPO Roles and Responsibilities:

Regardless of voice or non-voice processes, BPO employees typically are responsible for:

Customer Support – Handling customer queries, complaints, and service requests.

Data Entry and Management – Inputting, updating, and verifying data.

Technical Support – Providing troubleshooting assistance for products or services.

Back-office Operations – Handling tasks like documentation, order processing, or billing.

Process Improvement – Identifying and recommending ways to improve workflows.

Following SLA and KPIs – Ensuring tasks are completed within agreed timeframes and quality standards.

🖥️ Non-Voice Chat Process – Specific Roles and Responsibilities:

Non-voice roles involve chat, email, or ticketing systems to interact with customers. Here’s a detailed look:

1. Customer Interaction via Chat

Respond to customer inquiries in real-time through live chat.

Assist customers with product information, orders, refunds, or account issues.

Maintain a professional and helpful tone throughout the interaction.

2. Email Support (if part of the process)

Handle customer issues or feedback through email.

Provide detailed and clear responses using pre-approved templates or custom messaging.

3. Troubleshooting and Resolution

Understand and diagnose problems (technical or service-related).

Guide customers through solutions using chat-based instructions.

4. Multitasking and Simultaneous Chats

Handle multiple chat windows simultaneously without compromising quality.

Prioritize urgent issues and manage time effectively.

5. Documentation and Logging

Accurately log all interactions into CRM systems or internal tools.

Tag issues appropriately for tracking and reporting purposes.

6. Product/Service Knowledge

Maintain up-to-date knowledge about the company’s offerings.

Refer to knowledge bases or FAQs when providing solutions.

7. Meeting Metrics

Achieve targets like First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction Score (CSAT), etc.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 3 years of experience.

More about this Voice & Non-Voice Call Center Agent job

1. What is the eligibility criteria to apply for this Voice & Non-Voice Call Center Agent job?
   Ans: The candidate should be 12th Pass and above and above with 0 - 3 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹25000 per month that depends on your interview. It's a Full Time job in Hyderabad.
3. How many working days are there for this Voice & Non-Voice Call Center Agent job?
   Ans: This Voice & Non-Voice Call Center Agent job will have 6 working days.
4. Are there any charges applicable while applying or joining this Voice & Non-Voice Call Center Agent job?
   Ans: No, there is no fee applicable for applying this Voice & Non-Voice Call Center Agent job and during the employment with the company, i.e., Strategic Bank Services.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Voice & Non-Voice Call Center Agent role?
   Ans: There is an immediate opening of 40 Voice & Non-Voice Call Center Agent at Strategic Bank Services
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Voice & Non-Voice Call Center Agent job?
   Ans: This Voice & Non-Voice Call Center Agent job has Day Shift.