Calls Remain Critical to How Companies Do Business: Study
While companies are making fewer customer calls, 86% of business executives “across a wide range of industries agree the phone” remains “the most important outbound channel for meeting customer service goals and increasing revenues,” Forrester Consulting said Monday. “Key pain…
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points” in calling include “inaccurate customer contact data and the threat of call spoofing,” Forrester said. The executives reported that their companies are making 26% fewer calls than three years ago “while increasing use of other digital channels.” The report stressed the importance of branded calling: “Three in four decision-makers say accurate caller information displayed on outbound calls is important for improving customer engagement and increasing answer rates.” Protections against call spoofing were listed as important features by 67% of respondents.