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Talking to Actual Person is Top Priority When Calling Customer Service

By Elizabeth Ballou
November 09, 2017

Businesses should carefully evaluate voice service providers, including the providers’ size, location, and ability to offer personalized service, when shopping for a call center, answering service, or virtual receptionist.

WASHINGTON, DC, November 9, 2017 – Customers prefer to connect with an actual person, not an automated one, when they call the customer service department of a business or medical organization, according to new research from Clutch, a leading B2B ratings and reviews firm.

Nearly a quarter of people surveyed (21%) said interaction with a ‘real,’ as opposed to a robotic, person is their top priority when they call customer service. Friendliness and clarity of speech are next when it comes to high-priority characteristics that customer service callers appreciate.

what callers want from human representativesThe findings suggest that businesses should consider what is important to customers when evaluating their voice services provider options. Clutch’s voice services guide offers key definitions, expert interviews, and tips for choosing a call center, answering service, or virtual receptionist.

Experts agree that the most successful voice services providers handle calls with professional ease and cultivate strong relationships with clients.

“We have a seamless transition between our clients and the services we provide for them,” said Sebastian Tickle, Vice President of Operations at itelbpo smart solutions, a nearshore outsourcing company. “We provide dedicated staffing and management.”

Clutch recommendations the following when finding the best voice services provider for your business:

  • Determine how much time your employees spend answering the phone
  • Decide how far away your voice services provider should be located
  • Ask for a trial run to see how various providers perform

Onshore, Nearshore, and Offshore Voice Service Providers Deliver Distinct Value

The pros and cons of an answering service depend on its location in relation to its clients.

Onshore services located in the same country as your business typically cost more. Nearshore services located in neighboring countries typically have variable costs. Offshore services are located anywhere else and usually cost the least.

Despite common stereotypes, nearshore and offshore voice services often offer high value and a talented workforce.

“There’s a lot of quality labor, including good English speakers who understand American culture, in El Salvador,” said Moises Hasbun, CEO of Easybee, an answering service located in El Salvador.

“There are architects [in El Salvador] who prefer working in a call center because it pays better. Here, people see voice services as a solid income. A call center job typically pays two to three times the minimum wage in El Salvador,” Hasbun added.

Clutch's research includes a printable checklist to help businesses define their priorities when selecting a call center, answering service, or virtual receptionist.

To read the full report and source the survey data, visit:

For the raw data, a comment on the findings, or an introduction to the experts interviewed for this report, contact Elizabeth Ballou at [email protected].

About Clutch

A B2B research, ratings, and reviews firm in the heart of Washington, DC, Clutch connects small and medium businesses with the best-fit agencies, software, or consultants they need to tackle business challenges together and with confidence. Clutch’s methodology compares business service providers and software in a specific market based on verified client reviews, services offered, work quality, and market presence.


Elizabeth Ballou

[email protected]

(202) 840-6682