It's call centre / technical support work that requires some interaction with callers by voice - somewhere between "voice" (which is entirely caller interaction) and "non-voice" (where you don't talk to callers).
OUTBOUND VOICE PROCESS
An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.A call center may handle either outbound or inbound process exclusively or might deal with a combination of the two.
INBOUND VOICE PROCESS
An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two.
Inbound call center agent performance is measured according to several metrics, including first call resolution (FCR), average handle time (AHT) and time in queue. Inbound call centers sometimes stipulate service goals the center will work toward in a service-level agreement (SLA).
Today's call center agents often communicate with customers through email and chat as well as telephone calls.These type of process called multi tasking or blended process
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