18 Powerful Statistics that prove business phone calls are as important as ever

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18 Powerful Statistics that prove business phone calls are as important as ever

A phone call is, without doubt, one of the most effective tools for doing business. But then, of course we’d say that – we live and breathe telecoms. To put some weight behind this statement, we thought we’d compile some game changing business phone call statistics that really prove how important the telephone really is to your company.


  • Customers greatly prefer human-to-human interactions like phone calls (62%), email (46%), and chat (37%) to self-service (14%) or bots (13%) when dealing with issues – Loyalty360
  • 89% of customers get frustrated because they need to repeat their issues to multiple representatives – Accenture
  • When it comes to resolving a complex issue, 40% of consumers want to speak to a real person over the phone – American Express
  • 66% of customers will switch companies because of poor customer service – Accenture
  • 77% of respondents to a survey believe a phone call is the most effective way to get an answer quickly – New Voice Media
  • 62% have to repeatedly contact a company to resolve an issue – Harvard Business Review
  • 86% of people are happy to pay up to 25% more if they get the right customer experience – RightNow
  • 85% of people whose calls aren’t answered will not call back – message-direct.co.uk


  • 70% of mobile searchers say they regularly call a business from a mobile search ad – Google
  • Although online chat, social media and email are widespread, ‘click to call’ is actually one of the most effective calls to action a business can have on its website. A click to call call to action, above the fold, can increase the conversion rate of a site by 200% – Quick Sprout
  • 73% of marketers would more prominently feature phone numbers in their marketing emails if they could track data effectively – Invoca
  • 61% of searchers on mobile believe it’s important that they can call a business when they’re in the purchase phase of the buying cycle – Google
  • 65% of people prefer to contact a business by phone vs. just 24% who prefer to fill out an online form – Invoca


  • According to Google’s ‘Click to Call’ research, 59% of customers prefer to call because they want a quick answer, whilst 57% call as they want to talk to a real person. – Google
  • In a PWC survey, 78% of UK participants prefer to interact with a human, especially as technology improves – PwC
  • 55% of people view call monitoring as the best way to gain customer feedback – Deloitte
  • 93% of adults own or use a mobile phone in the UK – Tech Tracker
  • 86% of telephone communication is made up of ‘tone of voice’ and just 14% the words we say – ContactPoint
  • If a web lead is followed up within 5 minutes, you’re 9 times more likely to convert them – InsideSales.com
  • 80% of sales require 5 follow-up phone calls after an initial meeting; 44% of salespeople give up after 1 follow-up – The Marketing Donut


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