Phone support is usually more than just a technical source of information for customers. What they really expect is an "open ear" for their concerns and tailored help.
This creates specific requirements for telephone support staff: they must take into account the human side as well as the technical background. The caller takes a picture of the person on the phone and reacts to it. Is he grumpy, annoyed, awkward or friendly, committed and professional? The voice on the phone is the calling card, paving the way to real problem solving - a prerequisite for service excellence.
Once this first step has been taken, it is about systematically narrowing down the possible error and clarifying the background for the caller's concern. After that, the necessary steps must be explained in a way that suits the caller language and technical level. Excessive use of support can be effectively countered in this way. In addition, if the support staff ensures that the solution has arrived correctly, they also ensure the quality of their work.