Non-Voice Business Process Outsourcing: Bad Practices

We have all heard how tough and discriminatory the field of voice-based business process outsourcing (BPO) is. Support representatives and agents receive incendiary comments from clients, which they could not properly retaliate to because their jobs are at stake.

Whatever the reason maybe, call center agents or support representatives maintain a calm composure against clients who do not think twice of belting out harmful side-comments. The voice-based BPO sector sure has its fair share of unethical practices.

How about the non-voice business process outsourcing? Basically, both sectors have different ways of interacting with clients. Voice-based BPO transactions are initiated through inbound and outbound phone calls, while the non-voice BPO operations can be initiated through e-mail messaging.

Since the non-voice BPO level does not require its employees to verbally make contact with clients, this part of the BPO industry is a little free-flowing and safe from the loud, cacophonous complaints that come from disgruntled clients.

Here are a few non-voice business process outsourcing practices:

  • Informal and relaxed e-mails – Call center agents are known as flexible employees due to their ability to adapt to different spoken intonations uttered by different foreign clients. Support representatives are always in the middle of the battlefield and experience first-hand a customer’s verbal goodwill or wrath.

For the non-voice BPO sector, its employees can relax and converse with clients through e-mails. This freedom allows them to exchange e-mail lightly and informally that they cross the boundaries of unprofessionalism to great extent. Non-voice BPO employees working on research and writing services often converse with clients as if the client is their mother.

  • Inconsistent reply schematics – Sometimes, non-voice BPO employees forget that they have a client to respond to. Since e-mails accidentally land on the Spam folder of any web mail technology, employees consider junk e-mail as useless ramblings about the latest pharmaceutical and insurance frauds. Abandoning client concern is the height of unprofessionalism in the world of business process outsourcing.
  • Using two or more nicknames – Tricking clients is another unethical practice that most non-voice BPO companies do. Outsourced services allow its employees to use aliases or nicknames for client conversation, but using two or more pseudonyms to befuddle clients is a very unethical outsourcing strategy.
  • Intoxicating e-mails with unnecessary attachments – Unprofessional and unethical non-voice business process outsourcing firms attach offers that clients find uninteresting. This style capitalizes on the free-flowing nature of e-mails and such behaviors can ultimately lead to the client moving over to a more proficient, and most importantly, professional non-voice BPO service.

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