Phone calls provide a level of personal connection and empathy that is often challenging to achieve through digital channels alone. The ability to hear a customer’s voice, their tone, and emotions allows customer service agents to establish a genuine connection and build rapport. This human connection helps create trust, reassurance, and a sense of care, leading to enhanced customer satisfaction. Phone calls enable agents to listen actively, empathize with customers’ concerns, and provide personalized support, resulting in a more fulfilling customer experience.