No doubt that call centers were always the first to be exposed to cut, not to mention outsourcing, but have we really reached the point in which technology provides the possibility of doing customer support without the need for existence of organized call centers as we know them?
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Verizon is a PREMIUM brand. Call centers will always be minimized by technology, but short of top-notch AI that puts those silly chatbots to shame, no. Call centers are a requiremeny.
People call customer service so someone can wipe their a$$ for them. They have a paper bill in their hand but they only look at the 1st page showing the amount owed, instead of looking at the rest of the bill which breaks down the charges they call customer service because God forbid they read the damn bill! They call wanting the rep to break down how much each line on the account owes, oh wait that's also included on the bill they receive but again they don't read it.
Do people go into stores anymore? No. Do people call customer service anymore? No.
Where would all the sub par managers work if we didn't have call centers?
yes