The BPO is a business process outsourcing company that hires call center agents to provide customer service for their clients. These companies outsource their customer service jobs to call centers or BPOs that are located outside the U.S. BPOs are usually based in India, the Philippines, Eastern Europe, and other locations where labor costs are lower than in the U.S. When customers call the BPO to inquire about a product or service they need, they are contacted by a voice process agent. The agent provides information and helps the customer find the desired product or service. The voice process job is the first step in providing customer service for the client. If the customer has a complaint or needs additional information, they can ask for a return call from the agent. This requires the agent to listen carefully to the customer’s request and provide appropriate help. Voice Process Jobs Processes A Voice process has two processes: 1. Inbound Voice Process 2. Outbound Voice Process
