The Hidden Cost of Customer Support: Why Agents Spend More Time Typing Than Talking
You call your energy provider. Something's wrong with your bill. The agent is friendly, asks the right questions, looks things up. Ten minutes later, it's sorted.
What you don't see: that same agent then spends another eight minutes documenting the call. What was the issue. What was agreed. What follow-up is needed. All typed manually into a CRM system, while the next caller is already waiting.