Do you know?

92% of cellphone calls a enterprise receives characterize alternatives—alternatives to win, retain, or lose enterprise, strengthen buyer connections, and extra.

Yeah, I had no concept both. That’s, I didn’t know till a number of months in the past, once we started work on Ruby’s first-ever call trends report.

Call trends report

We analyzed two years’ price of cellphone calls Ruby answered for our small enterprise clients—over 25 million calls in whole—to find out what the cellphone actually means for companies within the 2020s.

What we discovered may come as a shock, particularly for those of us who use our mobile devices for everything other than their original purpose.

To start with:

1. Cellphone calls matter greater than ever.

Cellphone calls matter extra now than they’ve at another time in historical past.


Pause and give it some thought, and it is sensible. In our more and more distant, automated world, a stay dialog between two folks is a robust and particular factor.

Maybe that’s why increasingly more individuals are reaching out to companies over the cellphone. They wish to study services and products, ask questions, voice their considerations, and have their wants met in a private and rapid method.

Typically, they don’t wish to Google for hours or watch for an e-mail or social media response. They wish to speak to a real person, right now—and a cellphone name is the simplest technique to make it occur.

How else can we clarify the sheer variety of cellphone calls our clients acquired during the last two years?

We’re speaking about roughly 35,000 calls per day. And with 9 out of ten of these calls coming from new or current clients, enterprise contacts, and different related events (in comparison with the 8% comprising spam and robocalls), companies have each purpose to select up the cellphone.

Types of callers 2021

2. Expectations for twenty-four/7 availability are growing.

Once we started compiling this report, we suspected that we’d see a large change within the days and instances folks referred to as as a result of pandemic. However whereas callers’ schedules have modified through the Covid period, lots of enterprise nonetheless occurs throughout, nicely, enterprise hours.

Based on the decision developments report:

  • The times with the best quantity of calls are Monday and Tuesday
  • Most calls are available between 9am and 2pm Pacific Time
  • Name exercise slows down between 8pm and 6am PT

That stated, there’s no denying a change is happening. Calls exterior of conventional working hours have gotten extra frequent, growing by greater than 18% from 2020 to 2021. And our information present that Ruby’s digital receptionists deal with greater than 14,500 requires our clients on Saturdays and Sundays.

For these causes, an funding in support beyond typical working days and hours may very well be a wise enterprise determination.

3. Callers of all types are in search of deeper, extra empathetic service.

Individuals name companies for many causes. Typically they merely wish to study one thing or ask a query; different instances, they’ve a particular purpose in thoughts—comparable to scheduling an appointment, reaching a particular individual, or partaking in a transaction.

Regardless of the purpose they’re calling, a caller is sort of all the time hoping to succeed in a succesful, pleasant individual on the opposite finish.

When a enterprise doesn’t present this, the variety of pissed off callers is more likely to improve.

And that’s unhealthy information.

At present, about one in each 200 callers is pissed off—and our report reveals that quantity is on the rise. That is seemingly attributable to pandemic-related points comparable to product and labor shortages, enterprise closures, and extra. Sadly, given ongoing socioeconomic instability, the development isn’t more likely to cease or decelerate quickly.

However even when pissed off callers make up a fraction of all of the calls your online business receives, that doesn’t change the outsized impression they’ve in your backside line. In spite of everything, a single damaging buyer expertise can result in vital income loss by way of misplaced clients, poor references and critiques, and long-term reputational injury.

On the identical time, the decision developments report additionally reveals a rise in year-round calls in conventionally “seasonal” industries comparable to training, automotive, residence providers, and monetary service. This means customers are leaning on companies for ongoing providers and consultative relationships somewhat than one-off gross sales.

And that’s one more reason to verify the folks answering telephones present the responsive, empathetic, reliable experiences callers count on.

4. Cellphone calls are unmatched alternatives to win and retain enterprise.

With greater than 1.6 million new alternatives generated for our clients by way of cellphone calls final yr, it’s clear that calls stay a crucial software for lead era.

And that’s not together with current clients or purchasers, or others whose experiences are important to a enterprise’s success by way of retention and phrase of mouth.

The very fact is that each name is a chance for a corporation to face out, make a optimistic impression, and win loyalty—or lose enterprise and belief.

However I’ve gone on lengthy sufficient right here. See what calls actually imply for your online business by exploring our name developments report for your self.

[Check out the report]