Hiya’s 5th annual State of the Call report unveils the top trends and insights for the voice channel
Highlights
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More than 12,000 consumers and 2,000 businesses ranked the phone call No. 1 for remote interactions, beating out text, email, video calls, and chatbots
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Nearly half of US businesses predict their use of the phone call will increase over the next 12 months
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Just two out of 10 unidentified calls are answered, while seven out of 10 identified calls are answered
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Americans received an average of 18 spam and fraud calls per month in 2021––up 13% from 2020
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Just 42% of consumers globally think their carrier is currently doing enough to reduce spam and fraud calls
SEATTLE, March 03, 2022–(BUSINESS WIRE)–Hiya, the leading call performance management cloud, has released its 5th annual State of the Call report based on more than 150 billion calls analyzed, and 12,000 consumers and 2,000 businesses surveyed in the U.S., Canada, UK, Germany, Spain, and France. The report finds that consumers and businesses prefer the phone call over all other methods of communication, and that spam and fraud calls are a growing problem globally.
Consumers and businesses prefer the phone call
Across the globe, consumers prefer to pick up the phone when they need to connect with their bank, credit card company, insurance agent, healthcare provider, pharmacy, delivery service, and especially coworkers, friends, and family.
Top communication channels, ranked by consumers:
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Phone Call: 32%
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Email: 20%
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