this post was submitted on 10 Sep 2024
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Reasons they might prefer phone calls over emails:
Email is a written record you have and can potentially use against them. They can tape phone calls but they know you're unlikely to tape them.
It is easier to upsell something in a phone call than in an email.
If there are more emails than there's time to answer, they get a backlog. If there are more phone calls than there is time to answer you get a backlog or give up altogether.
It is easier to push a customer towards the resolution they want in a phone call than in an email.