'Phones Will Still Be a Primary Business Communication Tool' in 2023

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by Lindsey Francy Nov 24, 2022 News

The seven business communication trends that the company expects to see during the next five years are shown in a report.

Businesses still use the phone as their primary communication tool, according to the report.

IT decision-makers who responded to the survey helped to develop the report.

The past three years have shown that how we communicate is critical to business success.

“Our phones are at the center of it all. From discussing a project with a teammate to closing a sale with a large client, calling is preferred by companies of all sizes. And we have the numbers to prove it.

More than 350 IT decision-makers were surveyed about their current use of voice communication and their plans for the future.

1. Phones are the Primary Business Communication Tool 

A majority of respondents said that phones are a main communication tool.

40 percent of businesses say phones are one of their main tools, according to a survey.

Businesses consider phone or in-person communication to be the preferred method for vital business processes according to the findings.

The report found a few things.

  • 71.4 percent prefer phone or in-person communication when handling retention, escalation, and dispute resolution issues.
  • 63.6 percent prefer phone or in-person communication for outbound sales and 54.8 percent for inbound sales.
  • 43.6 percent say they prefer to handle general customer service issues over the phone or in-person.

2. Size Doesn’t Matter

It doesn't matter how big or small a business is, phone calls are still a popular communication method.

Small companies with fewer than 99 employees were more likely to say that a phone is their primary communication tool.

Large businesses said that phones were their main communication method.

The majority of businesses said that phones are their main communication method.

3. Professionals Prefer Phone Calls for External Communication

The majority of employees prefer the phone to be used for business communication.

Business leaders prefer to speak with individuals over the phone, according to the results of a survey.

There are some statistics from the report.

  • Internal calls: 73.8 percent.
  • Internal meetings: 58.6 percent.
  • External client calls: 82 percent.
  • External client meetings: 60.8 percent.
  • External vendor calls: 69.6 percent.
  • External vendor meetings: 49 percent.
  • Outbound customer calls: 63.4 percent.
  • Inbound customer service: 52.1 percent.

According to the report, more than half of people prefer to use a phone in meetings.

4. Adoption Gap Between Phone Systems

There is an adoption gap between traditional and cloud phone systems.

According to the study, traditional solutions are more popular than cloud systems, with 64.8% of employees using a business number on a mobile phone and 50% using a personal number on a mobile phone.

According to the survey, more than half of the people said their companies use legacy on-premise phones.

Only a small percentage of companies use cloud-based phone systems for the same purpose.

The adoption is expected to increase with the rise of hybrid and remote work.

5. Business Phone Use Expected to Increase

A lot of companies are expecting phone use for business purposes to increase in the future.

Five percent of the people who took part in the study think phone use will go down.

Thirty-one percent say it will stay the same, thirty-nine percent say it will increase a lot, and thirty-one percent say it will increase a little.

6. Businesses Want Flexible Solutions

It was found that businesses want flexibility from their phone services.

According to the report, most businesses want features that allow employees to place and receive business calls from their personal computers.

The following are some of the popular features.

  • 27.6 percent want the ability to record calls on demand and store those recordings in the cloud.
  • 25.9 percent want high-volume SMS for mass marketing and customer care.
  • 25.1 percent want to port existing phone numbers to a new provider with ease.
  • 23.4 percent want the ability to log calls automatically in various business-critical apps.
  • 22.5 percent want visual voicemail and voicemail subscriptions.
  • 22.5 percent want general local, international, and toll-free phone numbers on demand for customer-facing teams to use.
  • 16.3 percent want to send and receive eFaxes.

7. Businesses Plan to Use SMS

Over 95 percent of businesses are using some form of text messaging.

Almost a quarter of companies consider texting their top communication tool.

It is still one of the main communication tools for the group.

According to RingCentral's research, larger companies are more likely to use text messaging as a primary communication tool.

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