Why Clarity Matters: The Hidden Cost of Misheard Calls (and a 76% wake-up stat)

If a customer spells their email three times and you still don’t have it, you don’t have a product problem—you have a clarity problem.
Clarity is the quiet force behind First-Call Resolution (FCR) and CSAT.

The 76% stat: Research widely cited in customer service circles shows that 76% of consumers would stop doing business after just one bad support experience.
That’s a jaw-dropper—one poor interaction can end the relationship.

(Editor’s note: keep this stat with a live citation link in production. Place the link at the first mention above.)

The two minutes that matter most

Most calls go off the rails in the same place: the critical details.

Names and emails get misheard.
Addresses and order numbers get mangled.
Accents, line quality, or background noise compound the problem.

Those 120 seconds of “sorry, could you repeat that?” crush FCR and annoy customers.

The fix that doesn’t need a deployment

EOV6 adds a tiny, temporary text channel to the live call—no installs, no new system.
The agent gives a 6-digit code; the customer opens a secure browser page and types the critical bits. When the call ends, the chat disappears.

What changes immediately:

FCR rises — the right details on the first try.
CSAT lifts — customers feel understood.
Agent stress drops — fewer painful repeats and escalations.

“Isn’t that just live chat?”

Not exactly. This is chat as a clarity layer for the current phone call, not a parallel channel.
It’s a two-minute assist, then it’s gone.

Try it on your next hard call

Go to eov6.com and generate a code in the agent console.
Ask the caller to enter it.
Have them type the tricky details (email, address, order number).
Close the session; it vanishes.

You’ll feel the difference—and so will your customer.

Want a deeper dive?