{"id":40543,"date":"2021-01-01T00:00:00","date_gmt":"2021-01-01T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/business-phone-system-statistics\/"},"modified":"2025-03-13T06:21:41","modified_gmt":"2025-03-13T13:21:41","slug":"phone-statistics","status":"publish","type":"post","link":"\/us\/en\/blog\/phone-statistics\/","title":{"rendered":"Phone statistics, the 2021 edition: Are businesses still using the phone?"},"content":{"rendered":"<p>If you\u2019re considering investing in a <a href=\"https:\/\/www.ringcentral.com\/solutions\/office\/call.html\">cloud based phone system<\/a>, you probably have a few important questions. Questions like:<\/p>\n<p style=\"padding-left: 40px;\"><em>Does anyone still use the phone these days?<\/em><br \/>\n<em>Is anyone going to call your small business anyway?<\/em><br \/>\n<em>Aren\u2019t those chatbots the way of the future?<\/em><\/p>\n<p>As you try to use your and your employees\u2019 time efficiently with automation, it may seem confusing or silly to invest in a communications system that\u2019s so hands on like a phone.<\/p>\n<p>Whether you like it or not, though, people want to know that there are real humans behind your business.<\/p>\n<p>Human connection is still crucially valuable when it comes to business communications\u2014for both customer-facing and internal communications.<\/p>\n<p>What your business needs is a communications solution that\u2019s more than just a <a href=\"https:\/\/www.ringcentral.com\/lp\/small-business-phone-service.html\">business phone service<\/a>. These statistics on business communications will show you that the right communications tool is not just a nice idea, it\u2019s crucial to your bottom line.<\/p>\n<p>Keep reading to learn:<\/p>\n<ul class=\"table-of-content\">\n<li><a href=\"#Why phone calls aren\u2019t dead\">Why phone calls aren\u2019t dead<\/a><\/li>\n<li><a href=\"#Why internal communication is crucial\">Why internal communication is crucial<\/a><\/li>\n<li><a href=\"#How to keep communication connected\">How to keep communication connected<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\ud83d\udcde Did you know employees feel most connected through voice communication? Access new phone stats in our latest report.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/report\/power-of-voice-communication-at-work.pdf\" data-id=\"6a0c8c9aed265\" id=\"6a0c8c9aed265\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a0c8c9aed265.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a Get this free report to learn more about the power of voice communication at work. <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a0c8c9aed265.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"Why phone calls aren\u2019t dead\"><\/a><\/p>\n<h2>Phone calls aren\u2019t dead<\/h2>\n<p>Anyone who has a phone these days knows how common dreaded spam calls are right now. According to <a href=\"https:\/\/www.businesswire.com\/news\/home\/20190625006028\/en\/Americans-Answer-Calls-Receive-Mobile-Phones\" target=\"_blank\" rel=\"noopener noreferrer\">Hiya\u2019s 2019 study<\/a>, spam calls went up 128% year over year, and Americans now answer less than half of the phone calls they receive.<\/p>\n<p>Don\u2019t start packing up your employees\u2019 phones yet, though. The same survey found that in the first half of 2019, 69% of calls from a legitimate business were picked up by consumers\u2014up 16% from the beginning of the year.<\/p>\n<p>Plus, phone calls are still the preferred communication channel for customers after they&#8217;ve bought something from a company. <strong>Thirty-six percent of respondents in the <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Communications Review<\/a> over the age of 56 rank phone calls as the top preferred<\/strong> <strong>communication channel<\/strong>, while it comes in at a close second <strong>(30%)<\/strong> to email <strong>(31%)<\/strong> for respondents aged 40-55. Even for the 18-39 demographic, phone is a very close <strong>third at 22%<\/strong>:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter size-large wp-image-6147\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Preferred-communication-after-purchase-1024x536.jpg\" alt=\"Preferred communication after purchase\" width=\"840\" height=\"440\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>The key to calling consumers on the phone? Skip the robocalling and be sure your calls look legitimate with a local or <a href=\"https:\/\/www.ringcentral.com\/office\/features\/toll-free-numbers\/overview.html\">800 number<\/a>.<\/p>\n<p>Consumers also aren\u2019t just picking up, they are calling too\u2014an <a href=\"https:\/\/blog.invoca.com\/15-stats-that-will-change-the-way-you-do-email\/\" target=\"_blank\" rel=\"noopener noreferrer\">Invoca survey<\/a> found that 65% of people have called a business in the last month, compared with only 22% who contacted a business through social media.<\/p>\n<p>And, maybe you are thinking these phone users must be an older crowd, but the same survey found that 66% of millennials are likely to contact a company by phone.<\/p>\n<p>Furthermore, <a href=\"https:\/\/blog.invoca.com\/what-makes-call-tracking-a-must-have-for-marketers-infographic\/\" target=\"_blank\" rel=\"noopener noreferrer\">marketers report that<\/a> inbound phone sales have a big to medium impact on the company\u2019s bottom line, so those calls are having a real influence on your business. If you don\u2019t have a <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/solutions\/small-business.html\">business phone system,<\/a> you could be missing out:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-4654\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-85.png\" alt=\"How big of an impact do inbound phone sales have on your bottom line?\" width=\"450\" height=\"400\" \/><\/p>\n<p>And since users are spending more and more time on mobile devices, where webforms, chat boxes, and long email explanations can feel tedious and not mobile friendly, give them the option of getting in touch quickly by including your <a href=\"https:\/\/www.ringcentral.com\/business-phone-numbers.html\">business phone number<\/a> on sales and customer service pages.<\/p>\n<p><a name=\"Why internal communication is crucial\"><\/a><\/p>\n<h2>Internal communication is crucial<\/h2>\n<p>Consumer communication isn\u2019t the only thing impacting your bottom line, though. <a href=\"https:\/\/www.gallup.com\/workplace\/285674\/improve-employee-engagement-workplace.aspx#ite-285761\" target=\"_blank\" rel=\"noopener noreferrer\">According to Gallup<\/a>, internal communications have proven to be impactful on crucial business outcomes, including lower absenteeism, fewer safety incidents, and higher profitability:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-4657\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-105.png\" alt=\"Gallup's most recent meta-analysis -- a study of many studies -- on team engagement and performance\" width=\"695\" height=\"398\" \/><\/p>\n<p>It makes sense\u2014engaged employees are committed to shared team and company goals. That kind of commitment results in employees that catch safety concerns or defects, deliver great customer service, and are more productive.<\/p>\n<p>The challenge now is keeping employees engaged and in the loop while also transitioning to remote work.<\/p>\n<p>With <a href=\"https:\/\/news.gallup.com\/poll\/306695\/workers-discovering-affinity-remote-work.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">62% of American workers<\/a> working remotely during COVID-19, and 59% of employees reporting that they would prefer to work remotely as much as possible even once the situation passes, internal communication is beginning to look different.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-4658\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-123.png\" alt=\"Graph: Americans Increasingly Working Remotely\" width=\"695\" height=\"296\" data-wp-editing=\"1\" \/><\/p>\n<p>The key? Flexibility. To engage all of your employees, offer them diverse means of communications, beyond typical emails.<\/p>\n<p>Keep them connected, whether they work remotely or not, with options for instant messaging, group chats, video calls, screen sharing, and, of course, phone calls.<br \/>\n<a name=\"How to keep communication connected\"><\/a><\/p>\n<h2>Keep communication connected (and avoid app fatigue)<\/h2>\n<p>The issue with all of those engagement and communication options? Employees&#8217; eyes start to glaze over, and it\u2019s impossible to stay on top of all communications channels at once.<\/p>\n<p><a href=\"https:\/\/www.forbes.com\/sites\/larissafaw\/2018\/03\/05\/workers-waste-32-days-a-year-due-to-workplace-efficiency-apps\/#73b1f5701d51\" target=\"_blank\" rel=\"noopener noreferrer\">We\u2019ve been saying it since 2018<\/a>\u201470% of workers are challenged by the sheer volume of work communication they\u2019re dealing with. Think about it\u2014how many times per day do you find yourself checking your email? How about your phone?<\/p>\n<p>Easing employee frustration while maintaining customer communications is easy if you utilize a communications platform that goes beyond the capabilities of your outdated business phone system.<\/p>\n<p>With RingCentral, your team can keep group messaging, any <a href=\"https:\/\/www.ringcentral.com\/how-does-a-virtual-phone-call-work.html\">virtual call<\/a>, and even phone calls in one place\u2014not only for internal communications, but customer support as well.<\/p>\n<p>Turns out it\u2019s also what your team wants. <a href=\"https:\/\/www.forbes.com\/sites\/larissafaw\/2018\/03\/05\/workers-waste-32-days-a-year-due-to-workplace-efficiency-apps\/#33dfeb101d51\" target=\"_blank\" rel=\"noopener noreferrer\">Two in three workers<\/a> want a single platform for their workplace communications.<\/p>\n<p><a href=\"https:\/\/go.forrester.com\/blogs\/communications-and-collaboration-technology-for-remote-workers\/\" target=\"_blank\" rel=\"noopener noreferrer\">Forrester has found that<\/a> collaboration platforms, like RingCentral, that allow your team to work together remotely or not, drive a 10% increase in productivity, saving your employees two to four hours per 40-hour work week.<\/p>\n<p>Do the quick math on even one team member\u2019s salary and you\u2019ll see that keeping communications connected isn\u2019t just nicer for your team\u2014it\u2019s good business. After all, every tab switch your team can avoid is a second saved.<\/p>\n<h2>Business phone systems of the future: what will the stats say?<\/h2>\n<p>An approach that sees communication holistically is key to delivering the best experience for both customers and employees.<\/p>\n<p>Email, instant messaging, social media, and connecting via <a href=\"https:\/\/www.ringcentral.com\/video-call.html\">video call<\/a> may dominate our lives, but when it comes to business, a lot of people still find value in phone conversations.<\/p>\n<p>Instead of considering a platform just for calls, or just for chat\u2014or even just for internal or external communications\u2014you can optimize your entire business for communication using a platform that can handle it all.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you\u2019re considering investing in a cloud based phone system, you probably have a few important questions. Questions like: Does anyone still use the phone these days? Is anyone going to call your small business anyway? Aren\u2019t those chatbots the way of the future? As you try to use your and your employees\u2019 time efficiently &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46495,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[17916,113,17917,17918],"class_list":["post-40543","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-business-phone-stats","tag-business-phone-system","tag-business-phone-system-stats","tag-phone-statistics"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Phone statistics, the 2021 edition: Are businesses still using the phone?<\/title>\n<meta name=\"description\" content=\"Check out these noteworthy phone statistics that&#039;ll shed some light on if it&#039;s still valuable for businesses to have a phone at all. (Spoiler: Yep it is.)\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/phone-statistics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Phone statistics, the 2021 edition: Are businesses still using the phone?\" \/>\n<meta property=\"og:description\" content=\"Check out these noteworthy phone statistics that&#039;ll shed some light on if it&#039;s still valuable for businesses to have a phone at all. 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