Insights

Hiya’s 2021 State of the Call Report Reveals Top Trends in Voice Calling

Feb 08, 2022

Recently, SaaS provider Hiya both analyzed 150 billion calls that they processed in 2020 as well as commissioned a third-party survey of 300 businesses and 2,000 consumers to develop their 2021 State of the Call Report. 

One of the biggest trends to emerge from the report was the importance of trust in telephony – people want to know who is calling or else they aren’t answering. Some stand-out statistics that help to demonstrate this include the following:

• 85% of respondents believe that unidentified calls might be fraud.

• People receive an average of 55 incoming calls per user per month, and 94% of unknown calls go unanswered.

• Businesses that add identity to their outbound calls see an average increase of 26% in call engagement.

• After adding company logos on Caller ID, businesses saw call answer rates increase 47% on average.

Knowing the above, it’s more critical than ever that Resp Orgs empower their enterprise customers with the tools they need to provide enhanced trust and increased visibility. And one of the fastest and easiest way to accomplish this?

TFNIdentity® offers a powerful storage solution that allows Resp Orgs to input validated CNAM information into the database – at NO cost to the Resp Org. Once the data has been captured in TFNIdentity’s robust database, originating carriers can access the database to support the display of the Caller ID name – thus letting consumers know who is calling them when the phone rings.

Help maintain trust in Toll-Free by getting started with an easy, secure and reliable way to get your customers’ TFNs recognized. Email tfnidentity@somos.com now to learn more about how you can help contribute to driving driving more trusted connections between customers, businesses and communities.