BizSugar.com › Customer Service › Partnership Relevancies - New Factors in the Customer Engagement Voice Channel

Even in the face of the rising usage of online self-service, the voice channel is still the preferred channel of choice for many customers. In fact; a survey from Forrester found that well over half of customers prefer to interact with a customer service representative via the phone. Contact centers field an average of 45.4 billion calls per year-that’s a lot of one-on-one interactions! For most contact centers the average cost of an inbound call is just under $6. That means call centers are spending around $270 BILLION dollars a year just to keep the phone lines going.