Voice support is the telephone-based support channel, delivered through traditional PSTN (Public Switched Telephone Network) lines or VoIP (Voice over Internet Protocol) systems. It is the preferred channel for urgent, complex, or emotionally sensitive issues where real-time dialogue reduces misunderstanding and builds trust faster than text-based channels.
Core performance metrics for voice support include:
- AHT (Average Handle Time): average duration of a call including hold and wrap-up
- FCR (First Call Resolution): issues resolved in a single interaction
- ASA (Average Speed of Answer): time from call entry to agent pickup
- Abandonment rate: percentage of callers who hang up before connecting
Voice support is generally higher-cost per contact than digital channels due to its real-time, single-threaded nature—one agent can handle only one call at a time. Many organizations use IVR (Interactive Voice Response) and skills-based routing to maximize efficiency and ensure callers reach appropriately skilled agents.