BPO Voice Process Executive

Job Summary

We are hiring dynamic and enthusiastic Voice Process Executives for our BPO team. The candidate will be responsible for handling customer calls inbound or outbound and providing exceptional customer support, resolving queries, or generating leads, depending on the assigned process. This role requires strong communication skills, patience, and a customer-first mindset. The ideal candidate will be able to handle high call volumes professionally while maintaining call quality and meeting individual and team KPIs. This opportunity is ideal for freshers looking to start a career in the BPO industry as well as experienced candidates who want to grow in customer service, technical support, or telesales.

Key Responsibilities

Inbound Voice Process

• Answer incoming calls professionally and promptly from customers or clients.
• Listen to customer issues and provide accurate information, solutions, or escalation.
• Handle complaints, service issues, order status, or support queries as per company standards.
• Record call details, feedback, and interaction history in the CRM system.

Outbound Voice Process

• Make outbound calls to customers for feedback, sales, appointment setting, or collections.
• Explain products, services, or offers clearly and persuasively.
• Generate leads or convert sales as per targets assigned.
• Update call status and outcomes after each interaction.

& Blended Process (Inbound Outbound)

• Handle both incoming and outgoing calls depending on the business requirement.
• Manage real-time queues, follow-ups, and call-backs as required.

Daily Duties

• Achieve daily call targets (number of calls, talk time, resolution rate).
• Follow call scripts and maintain professional telephone etiquette.
• Stay updated on process/product knowledge and customer handling techniques.
• Adhere to call quality, compliance, and performance standards set by the company.
• Collaborate with team members and support other functions when required.

Job Profile : BPO Voice Process Executive
Industry : BPO