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Even Telecom Workers Don't Want To Talk On the Phone (fastcompany.com)
An anonymous reader shares a report: Of the 1,000 Americans surveyed by Fundera, more than half said they prefer email, even though an often overflowing inbox has been proven to hinder productivity. Other methods of communicating paled in comparison. For instance, face-to-face conversations came in a distant second, preferred by only 15.8% of respondents, while phone calls came in at the bottom across 17 different industries. Even telecom workers don't want to talk on the phone: 70% would prefer to use instant messages or email.
If we answer the phone then we have to do things like help our customers and solve problems.
Phone calls are a poor medium for "solving problems". An emailed inquiry with specific information, maybe including a screenshot, is far superior. Then I can send a reply with specific instructions, a photo of the solution, and links for more information. When I hire tech-support people, they almost always ask if they will have to do phone support, and if they are good, I will hire them anyway. So the dreg employees staff the phones, where they recite the manual to idiots too lazy to read it for themselves.
There are some good tech support phone calls, such as this: "I have a critical problem, and just emailed you a detailed description. Please read it and respond ASAP!". But other than that, I don't think so.