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The Changing Role of the Phone Call in Customer Service

customer service phone call

The role of the phone is starting to fade into the background when it comes to customer service.

For years upon years upon years, the primary way of contacting a business was through a phone call. Once email, text, social media, and live chatting over the Internet started to emerge, those media began taking some of that foothold away from the customer service phone call. Now, those trends continue steadily in the same direction, with the popularity of Internet media on the rise, and the role of the phone slowly fading. Here are some things to be aware of to stay with the times when it comes to customer service.

Ushering in the New Age

A recent study by Harris shows that over 60% of customers would rather text a company than call. That’s quite remarkable considering that texting was hardly even a thing as recently as 10 years ago. Millennials are one of the largest demographics that are not so huge fans of the customer service phone call. As Millennials continue to grow up, and more of them are the ones having to consult with companies for customer service, the role of the phone will likely continue to drop off.

Phone Calls Are Still Going Strong…For Now

With all of the above being said, as of right now the customer service phone call still dominates when it comes to contacting a brand or company. A survey from ContactBabel found that 80.4% of inbound customer service interactions still take place over the phone, meaning that the role of the phone is still a big one. It’s important to make sure that you’ve hired the right people to handle each and every customer service phone call with the utmost skill and professionalism. It’s still a good idea to have a live answering service to handle incoming customer service phone calls.

The role of the phone is slowly but surely decreasing. At TeleRep, we’re excited to stay on top of the changes in providing the best phone and Internet customer service that anyone could ask for. If you’d like to consult with us about your customer service needs, don’t hesitate to drop us a line.

Make TeleRep Your Customer Service Team

At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel under-appreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.

Learn about TeleRep and our overall live operator services today. We want to help your business excel. You can inquire about the effectiveness of the TeleRep nationwide call center and live answering services by calling 1-800-638-2000 or visit our contact page! Check us out onFacebook,Google+,Twitter, LinkedIn, and Pinterest as well for more updates and information!

This entry was posted on Tuesday, February 23rd, 2016 at 7:56 pm . You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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