If you’ve heard the term “Business Process Management (BPM)” thrown around, you might have wondered: is this just a modern, sophisticated rebranding of traditional call center or customer service outsourcing? It’s a common and fair question. While both involve outsourcing business functions, equating a BPM company to a call center is like comparing a full-spectrum hospital...
What is Inbound Voice Process? The inbound voice process is a customer support function where the customer initiates the call to the business. These calls may relate to product inquiries, complaints, technical support, billing issues, or general assistance. Unlike outbound processes, where agents reach out to customers for sales or surveys, inbound voice processes are...