How to Conquer Your Fear of Phone Support

Phone support is the black sheep of today's multi-channel support world. Poorly trained staff, misguided processes, and confusing phone systems have all eroded the user experience. On the business side, legacy systems were complex, expensive, and took a long time (and a lot of help) to set up. These factors worked against small and midsize businesses, in particular, who need to be able to quickly scale as business expands.

Yet research continues to show that consumers often prefer the phone to other channels. A phone call makes consumers feel acknowledged, and it's a sure-fire way to get their problem resolved, faster. Still, many smaller and medium-sized businesses (SMBs) shy away from offering phone support.

The truth is that phone support is both a vital and practical part of a multi-channel support strategy. And advances in Voice over Internet Protocol (VoIP) technology now make phone support both affordable and easy to manage.

In this article, we’ll look explore:

  • some of the common misconceptions people have about phone support
  • research that explains why phone support so important for SMBs
  • how easy it is to set up a call center using an integrated VoIP system
  • tips for training and coaching new phone support agents
  • the most important metrics to track to make your phone support effective
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