Why phone calls are still an important part of customer service

News & Insights

As technology continues to advance, it is understandable that many people think the main forms of communication are now digital (like emails, text messages and online chat) and that voice communication (like phone calls) are a thing of the past. To some extent this is true as the communications mix is evolving, however despite this, phone calls are as relevant as ever.


Connect with your customers

Phone calls are one of the most beneficial communication channels when it comes to customer service and especially charitable campaigns. Phone calls connect people in real-time and when there is a tough decision to make, people tend to prefer voice communication to any other. Often, customers find it easier to talk with someone over the phone, rather than put their issue in writing. As phone calls are quite personal in nature, customers feel a level of comfort with the agent that they are speaking with, which presents an excellent opportunity to strengthen your relationship with your customers.


Make sales

For NFPs and charitable organisations, phone calls are crucial as the customer service representative on the phone is a direct reflection of your organisation and their portrayal effects yours. If the phone call operative is friendly, informative and understanding, your donors are more likely to give. Likewise for businesses, if the customer gets along well with the phone agent, this is a good reflection of your business and the customer is more likely to make a sale.


Learn from your conversations

One important reason why phone calls are an important part of your customer service is that, when reporting, they provide insights that go further than just numbers. Phone calls can be recorded, listened to and learned from, helping to enhance your other business activities. Recorded phone calls are also an excellent training tool as new staff can learn from previous phone agents.


Hire the best team

In order to have an effective phone call campaign to strengthen your customer service, you need to have the right team. Instead of managing your calls in-house and incurring the related staffing expenses, consider outsourcing your inbound and outbound calls. We can seamlessly handle your inbound enquiries and outbound sales for you, 24 hours a day, 7 days a week. Acting as an extension of your own team, we’re always extremely mindful our role is to reflect your reputation and ethos and to meet your callers’ expectations of a prompt, courteous, responsive service.

We pride ourselves on the high calibre and skills of our call centre teams and the services that they provide. At the heart of it, it’s the people who deliver your inbound and outbound call campaigns who make the difference to your customer’s experience. We recruit only candidates with the right fit for our business – those with excellent communication skills and a strong customer service and work ethic. Plus, we keep virtually all services in-house, including our call centre agents, rather than outsourcing. This maintains superior quality control and allows us to stay focused on the details that make the difference for you.

As with anything, you need to choose what is right for you. When planning out your next campaign, have a think about which communication channels are right for your business and will best achieve your objectives.

For more information on our services, or for assistance in selecting the best communications mix for you, get in touch!

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