'Sorry, all our agents are busy right now'
The Bottom Line
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What Is the Cost of a Phone Call?
People prefer to deal with a real human being, and if there's anything complicated, prefer to do that on the phone. We've seen through some research we've done, the difference between 12 months ago to er this year is people, when they have a complaint, want to talk to some one. If you're looking at something like a delivery, where's my stuff? Do that self service. You don't need to talk to an adviser for that kind of interaction. Is there a sort of industry rule of thumb of how much a phone conversation costs? Cause i'm right, or presumably right, in thinking we have been pushed away from phones. People really don't want us to
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