Explain the voice process and the web chat process.
These two are first ITEs solutions of any BPO call centers to get in touch with leads and customers. In the web chart process, call centers communicate with customers via chat heads on the website. Whereas in the voice process, they contact leads and customers over the phone.
Point to be noted: The difference between web-chat and voice-process is mostly asked in BPO Interview Questions. Read it twice and analyze the difference.