
Reclaiming Voice: Why It’s Time to Make Voice the Premium Channel in Contact Centres
Introduction
In a world increasingly dominated by digital-first interactions, voice remains the unsung hero of customer experience. While chatbots, social media, and other channels have their place, when customers face complex issues, they pick up the phone. But are contact centres doing enough to deliver a premium voice experience?
Our latest report, Making Voice the Premium Channel in Every Contact Centre, dives into the challenges and opportunities of this pivotal channel. It reveals how noise—both literal and metaphorical—is holding contact centres back and how innovative solutions like IRIS Clarity can redefine the voice experience.
Voice: The Cornerstone of CX Success
Voice is far from obsolete. In fact, the Ryan Strategic Advisory 2024 Front Office Omnibus Survey highlights that nearly all enterprise contact centres still deploy voice as their primary channel. Why? Because voice interactions deliver the highest-value outcomes. These are the moments where trust is built, frustrations are soothed, and customer relationships are solidified.
Yet, the report uncovers an alarming trend: two-thirds of contact centres have seen no improvement—or even a decline—in their voice service levels over the past year. At a time when customer expectations are soaring, this stagnation is a missed opportunity.
The Hidden Enemy: Noise
While voice remains critical, it is under siege by a relentless foe—noise. From agents working in bustling contact centre environments to customers calling from noisy settings, poor sound quality is derailing interactions.
According to IRIS Clarity’s research:
- 84% of contact centre agents say noise negatively impacts customer service outcomes.
- 89% report that noise affects their key performance indicators (KPIs).
- 69% highlight that noise undermines their mental health and focus.
For customers, the consequences are equally dire. Nearly 60% of customers admit that noise impacts their perception of the brand, and many are hesitant to share sensitive information in such environments.
A Smarter Solution: IRIS Clarity
The good news? Solving the noise problem doesn’t have to involve costly infrastructure upgrades or band-aid fixes like noise-cancelling headsets. IRIS Clarity introduces a game-changing approach: advanced AI technology that isolates primary voices and removes background noise on both sides of the call.
This innovation delivers:
- Faster Resolutions: By eliminating misunderstandings, agents can resolve issues quickly and efficiently.
- Happier Teams: Agents feel more confident, focused, and supported in a quieter environment.
- Improved Customer Loyalty: Customers receive the empathetic, clear interactions they value most.
Why Download the Report?
Our report, Making Voice the Premium Channel in Every Contact Centre, provides a deep dive into the state of voice CX today and offers actionable insights for contact centre leaders. Inside, you’ll discover:
- The full impact of noise on agent productivity and customer satisfaction.
- Real-world data from global contact centres on voice channel performance.
- Practical strategies for turning voice into a premium channel that drives loyalty and revenue.
Conclusion
In a competitive landscape where every interaction counts, elevating the voice channel is no longer optional—it’s essential. By addressing the noise challenge head-on, contact centres can transform customer experiences, strengthen their brand, and set themselves apart.
Ready to take the first step? Download the full report now and learn how to make voice your contact centre’s premium channel.