What is a critical consideration before launching a phone support channel?

Before launching a phone support channel, it is crucial to prioritize agent training programs. This consideration is vital because the effectiveness of a phone support channel heavily relies on how well the agents are prepared to handle calls. Adequately trained agents are equipped with the necessary skills and knowledge to manage customer inquiries efficiently, resolve issues, and provide a positive customer experience. Proper training ensures that agents can communicate clearly, understand the products or services they are supporting, and adhere to the company's protocols and procedures.

Training programs can also cover soft skills such as empathy and active listening, which are essential for phone support. Additionally, familiarizing agents with the technology and tools they will use during calls is important for smooth operations. Therefore, investing in robust agent training is a critical foundation that can significantly impact customer satisfaction and operational success when launching a new phone support channel.