We have all read the reports – in the digital era, customers want omnichannel communication; millennials are unwilling to interact over voice; pure-play call centres are a thing of the past, etc. But is this trend truly overarching? And does this mean voice as a primary inbound/outbound medium is no longer relevant?
The answer is a definitive NO.
Voice continues to be a critical component of contact centres (for several reasons, as we will discuss), and research confirms this.
Voice is the Dominant Medium Across Regions and Cultures
The rise of non-voice channels isn’t uniform. There are factors like age, technology literacy, culture and local infrastructure involved, which means that non-voice digital channels are still out of reach for many. As per research, phone or other voice services dominate communication channels in the US (44%), Brazil (33%), Germany (57%), Japan (30%), and the UK (31%), ahead of all other mediums.
In fact, it is the only trend they share.
But this does not mean that other channels are not important. A recent survey by Twilio found that email is almost as important as voice, and customers want to be able to switch between the two seamlessly. However, channels like social media or chat are yet to reach the same level of ubiquity.
Four Reasons for the Continued Rule of Voice
- US Millennials prefer digital, but they do not comprise the majority of the global population
Myths surrounding the “death of voice”, has a lot to do with studies conducted in the US. while just 16% of millennials prefer voice, this is just 1.8 billion people in a global population of over 7.5 billion. Further, there are cultural differences between millennials across the globe, leading to varied preferences and communication habits.