In a world full of bots, chats, and AI assistants, the good old phone call has suddenly become surprisingly valuable again. Voice is back—from never really having left.
Remember the days when companies were scrapping the telephone channel en masse?
“Everything goes digital!” they shouted. Self-service portals, chatbots, email-only support, and if all else failed: a contact form buried on page 37.
But now, a few years later, there’s an interesting twist: the phone is making a comeback.
📉 The Misconception: “Fewer Calls = Success”
Many organizations thought: fewer calls mean we’re doing great.
But in practice, what happened?
Customers who had to chat three times anyway ended up calling.
Employees had to resolve complex questions via email—in four back-and-forths.
Customer satisfaction dropped, despite lower call volumes.
Fewer calls didn’t automatically mean better service. More often, it meant more frustration and less personal contact.
đź“Š What we see: Call volumes remain surprisingly stable
Across many of our clients, in industries like telecom, finance, and government, we see the same pattern: the number of calls isn’t decreasing. In fact, in some sectors, it has remained remarkably stable for years. Meanwhile, other channels (chat, social) are growing. Voice isn’t disappearing. It’s holding its ground. And that says a lot. Customers still pick up the phone when it really matters. And as an organization, you want to take that moment seriously.
🔄 The turning point: A need for real conversations
In a time of automation and AI, customers crave something different:
A human. A voice. Someone who truly listens.
Voice is increasingly the channel for:
Complex or emotional situations
(“I don’t understand my healthcare bill.” / “I just lost a loved one.”)Escalations or uncertainties
(“I want to make sure this is handled correctly.”)Building trust
(“I’m considering switching providers but have a few questions.”)
In these situations, a good conversation is worth its weight in gold.
🧠Voice requires expertise
Voice isn’t just a channel, it’s a craft.
A good phone agent:
Can hear your smile
Recognizes frustration in a sigh
Shows empathy without following a script
That’s something no chatbot—however advanced—can truly replicate.
🛠️ What this means for your planning
As voice grows in importance, it affects how you plan:
Longer handling times than chat or email
Greater variety in interactions → higher complexity
Higher value per interaction → you want the right people handling these calls
A good WFM tool (hello, Teamlead) accounts for all of this—not just in your forecast, but also in skills, breaks, and intraday adjustments.
💬 The future is hybrid – and voice is an essential pillar
We’re not saying: “Everything should go back to the phone.” But voice deserves its place in the mix—for customer experience, trust, and real connection.
So next time someone claims voice is “dead,” feel free to give them our number. We’d be happy to talk.
Want to know more about planning voice channels in a multichannel environment?
Send us a message—or just give us a call. 📞
If you want, I can also create a more punchy, LinkedIn-ready version that keeps the playful tone and emojis for maximum engagement. Do you want me to do that?
