What Is A Non-Voice Account?

What Is A Non-Voice Account?

A non-voice account is a type of customer service or support system that does not rely on verbal communication, such as phone calls or face-to-face conversations. Instead, non-voice accounts use alternative forms of communication, such as email, chat, or social media, to provide assistance to customers and resolve their issues.

Who works in a non-voice account?

There are people who work in a call center environment but do not take calls or take calls at the very minimum amount of time. Sometimes they’re even in the same area where the agents are.

Their tasks are purely office work and are completely different from what a normal call center agent does. These accounts are what we call non-voice accounts.

If the call center agents are on the front lines, they’re often called the “back-office” teams. These are people whose jobs are purely office work.

Although they’re called non-voice accounts, these people do make a few phone calls too but very minimal, whenever required.

We do not classify them as call center agents, the term "Shared services" are what they’re often referred to. This area here is fast gaining popularity among BPO companies in the Philippines.

Why Non-Voice Accounts are so popular?

Non-voice accounts have become increasingly popular in recent years, as they offer a number of benefits over traditional voice-based customer service systems.

For example, non-voice accounts are typically more convenient for customers, as they allow them to receive assistance at any time and from any location, without having to wait on hold or schedule an appointment.

Additionally, non-voice accounts are often more efficient for businesses, as they can handle multiple customer inquiries simultaneously and do not require the same level of staffing as a traditional call center.

What are the advantages of Non-Voice Accounts?

Personalized customer service

One of the key advantages of non-voice accounts is their ability to provide personalized, tailored assistance to customers. By using customer data and advanced algorithms, non-voice account systems can quickly and accurately identify the specific needs of each customer and provide the most relevant information and support.

This allows businesses to deliver a higher level of service to their customers and can help to improve customer satisfaction and loyalty.

Handle a Wide Range of Customer Services

Another benefit of non-voice accounts is their ability to handle a wide range of customer inquiries and issues. From simple questions about a product or service to more complex technical support issues, non-voice accounts are able to provide timely and effective assistance to customers.

Additionally, non-voice accounts often include tools and resources that customers can use to resolve issues on their own, such as online tutorials, FAQs, and user forums. This can help to reduce the workload for customer service teams and can improve the overall customer experience.

Lower Operational Costs

In addition to the benefits discussed above, non-voice accounts can also help businesses to save money. Traditional voice-based customer service systems, such as call centers, can be expensive to operate, as they require a large number of staff and resources.

In contrast, non-voice accounts are typically more cost-effective, as they can be automated to handle a large volume of customer inquiries without the need for additional staff. This can help businesses to reduce their operating costs and improve their bottom line.

Again, the main reason is fewer operational costs. Their roles, to name a few are accounting staff (receivables and payables); order tracking, RMA returns processing, credit analysis, Taxation analysis, and many more.

Provide Detailed Data

Another advantage of non-voice accounts is their ability to provide detailed data and insights about customer behavior and preferences. Many non-voice account systems include analytics tools that can track customer interactions and provide detailed reports on customer satisfaction, common issues, and other trends.

This information can be invaluable for businesses, as it can help them to identify areas for improvement and make data-driven decisions about their customer service strategies.

What are the disadvantages of Non-Voice Accounts?

Despite the many advantages of non-voice accounts, it is important for businesses to carefully consider the potential drawbacks and challenges. For example, non-voice accounts may not be suitable for all customers, and businesses may need to provide alternative support options for those who prefer to communicate via phone or in person.

Additionally, non-voice accounts may require a significant investment in technology and training, and businesses must be prepared to support and maintain their non-voice account systems over time.

Why do agents choose this type of account?

In general, the job is easier except you still work at night. At least depending on the country that you service which most are likely in the United States. But that shouldn’t be an issue with most people applying for this job.

But to be able to be in, you’ll have to be very proficient with office applications. If you want to work on this type of account, it’s definitely worth it. Just make sure that you know some basic Microsoft office applications like Excel, Word, and Outlook.

What are the requirements for Non-Voice Accounts?

Some require college graduates while some accounts accept even high-school graduates, even if you’re not well educated. Especially when the scope of your soon-to-be job only needs just the basics.

I don’t think you need a college degree to create a document and print it in a PDF document anyway. It’s also worth mentioning that the pay is higher than the industry standard depending on the length of experience.

Just in case you’re wondering, we’ve listed a few companies that had started outsourcing their office-related jobs.

  • Deutsche bank
  • PCM – OSRP
  • Maersk
  • Shell shared services
  • Chevron
  • Ingram Micro
  • Synnex
  • Incoho
  • Accenture
  • Xerox – ACS
  • Arvato

If you’re someone who struggles at taking calls, think again. Beginner call center agents have very good potential at being accepted at this type of job.

If you’re in these types of campaigns, surely you know that you’re not just talking to ordinary people. Just like any other office job you might find yourself talking to people whose names can only be seen on the management hierarchy chart.

You’ll find it necessary sometimes to speak to Accountants, CFO, COO, and even CEOs. And by doing so you have to be professional.

That goes without saying that you need to be able to communicate with them effectively. If you don’t see that as an advantage, I don’t know what is.


In conclusion, non-voice accounts are a valuable tool for businesses that want to improve their customer service and support. With their ability to provide personalized, efficient, and cost-effective assistance, non-voice accounts can help businesses to build stronger relationships with their customers and drive long-term success.

Reynaldo Patino
Reynaldo Patino

Active Blogger, Digital Marketing Specialist, Website/Graphics Designer, Shopify Theme Developer, Forex/ASX Stock Trader. Connect with me on LinkedIn

1 Response

Patrick Dennis Villanueva Balmonte
Patrick Dennis Villanueva Balmonte

April 07, 2023

The detail about the non-communicative voice is very nice, because it’s nice to talk about an applicant’s likes and dislikes in a calm way. we can compare it to the reality of life where we have responsibilities and duties that we have made mistakes but by calmly walking and thinking how you will surprise them that you have succeeded in what you want to achieve in life.

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