Nearly Nine Out of 10 Decision Makers Rank the Phone as the Most Important Outbound Channel for Meeting Customer Service Goals and Increasing Revenues

Core Insights - The phone remains a critical tool for businesses, with 86% of decision-makers agreeing it is the most important outbound channel for customer service and revenue growth [1][2] Study Overview - The study surveyed 719 decision-makers responsible for outbound call strategies, highlighting issues such as inaccurate customer contact data and call spoofing threats [2][11] - Compared to 2022, companies made 26% fewer calls while increasing the use of digital channels, yet the phone is still preferred for urgent customer service and personal matters [3][7] Importance of Communication Solutions - 75% of decision-makers believe accurate caller information is vital for enhancing customer engagement and increasing answer rates [4][5] - Key features for improving customer engagement include accurate caller ID (75%), protection against call spoofing (67%), indication of authenticated calls (62%), and displaying logos on outbound calls (58%) [5] Fraud and Call Spoofing Concerns - 80% of decision-makers reported an increase in customer service inquiries due to call spoofing, leading to higher operational costs [6] - 72% observed a decline in customer trust due to call spoofing, negatively impacting retention [7] - 55% of decision-makers indicated their current technologies lack adequate protection against call spoofing, an increase from 38% since 2022 [7] Recommendations for Improvement - Businesses can enhance customer experience by focusing phone use on urgent and personal matters and respecting individual contact preferences [8]