Fonolo have just published some great research on their blog about the importance of voice in first call resolution, this plus other recent research from the IOSH about voice stress reinforces my opinion that most people are not taking voice seriously enough.
We know that
- Contact with an advisor is critical to success of any customer interaction
- Customers of all age groups seek out voice contact for complex issues
- 1 in 4 of customer advisors have had voice problems
Why can’t we put these issues together and stop taking voice for granted? It isn’t an infinite resource, and is the most complex tool that a customer advisor will use.
How many customer advisors have had voice training? (less than 1% I’d suggest)
What do you think? Are we taking voice for granted? Can we do more in this area?