Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach. The Wall Street Journal reports that some companies now go one step further and reevaluate the voicethat initially greets customers. These companies believe that with a friendlier, more inviting voice, they increase the chance that customers will stay within the automated system rather than trying to reach a live operator, which saves companies money. Alflac, for example, recently brought on a new voice with a calm, hometown feel for its initial greeting. The company reports a 7% increase in customer satisfaction with the automated system since implementing the new voice.
Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach. The