Voice conversations.
WHAT IT PROVIDES
Faster resolution of complex problems Reassurance during serious incidents A human connection nothing else matches
WHAT IT COSTS
Staff tied to one conversation No written record unless made Difficulty scaling
WHEN IT IS WORTH OFFERING
Higher-value customers Serious incidents Situations where writing has failed
WHAT TO DECIDE
The hours Whether it is published or offered selectively Who answers
WHAT TO NEVER DO
Publish a number nobody answers.
WHAT TO PREPARE
Access to account information before answering A way to record what was discussed
WHAT TO DO AT THE START
Confirm who you are speaking to.
WHY
Acting on instructions from an unverified caller is a real risk.
HOW TO VERIFY
Details only the account holder would know.
WHAT TO AVOID
Accepting a caller's claim because they sound confident.
WHAT TO DO DURING
Listen without interrupting Summarise what you understood State what you will do
WHAT TO DO AFTERWARDS
Write it into the ticket, including what was agreed.
WHY
Verbal agreements are disputed, and memory differs.
WHAT TO SEND
A short written confirmation.
