Business Phone System Statistics

Surprisingly, it is way less than residential VoIP lines since it reached 76.8 million from around 28 million in the same period. Though residential numbers outweigh business numbers, the latter saw a much larger growth percentage-wise.

The whole world came to a stop in 2020 because of the pandemic. Since people were asked to maintain distance during that time, commuting using public transportation became almost impossible. As a result, many switched to remote communication, including VoIP, which offered video conferencing. Due to that, businesses adopting the VoIP system have seen a surge of almost 212% since then.

COVID-19 has had a massive impact on the increase in VoIP usage worldwide. Even though many companies called back their staff to return to the office later on, VoIP was embraced by many and gained huge acceptance. Thanks to that, there were an estimated 204.8 billion VoIP subscribers globally in 2020. 

Since a company wants to increase call volumes, why reduce them? If you are wondering, handling calls requires effort and manpower, which can be used to perform other tasks. As VoIPs are getting smarter, they have started offering AI assistance. According to Cognizant’s 2020 report, automated AI reduced 16% of call volumes without human interference. AI knew the callers’ intent and responded accurately.

Many might find this pretty interesting. During a conversation over a phone call, one has to remain silent and wait for their turn to speak. With traditional phone lines, they are continuously sending data either way. However, VoIP can save 50% of data using silence suppression. It only sends data when required and can identify whether someone is speaking or just background noises. 

Millennials are the people born within a period of 15 years, between 1981 and 1996. As per BankMyCell’s study, almost 75% of millennials steer away from phone calls. Among them, 63% use excuses like they didn’t notice their phone ringing, while 12% blame network signals.

Some major reasons for them to do so include statements like calls are time-consuming, can disrupt whatever they’re doing, and surrounding people can listen to their conversation, among others.

There is an aphorism, “time is money,” which applies to businesses and the people who contact them. In that sense, if a caller is kept on hold for too long, they spend a lot of money. According to Invoca, about 74% of callers hang up right after being placed on hold. 5% hang up instantly, 28% after 5 minutes or less, 26% give it 6 to 10 minutes, and 6% hold out for half an hour or longer.

Most companies know this common motto, “customers are always right.” So, businesses urge service staff to give priority to customer satisfaction. As per Esteban Kolsky, about 67% of buyers will move on to another service/goods provider because of low-quality service. Furthermore, 52% switched companies in 2015 alone.

It’s never good to rush with anything, especially with firms with whom you want to deal. Well, many people inquire beforehand before jumping in. Among them, 52% want to get in touch and know more about the services via telephone.

As stated earlier, a large portion of millennials avoid calls. However, there are also customers who prefer calling. Google’s “Click to Call” research states that 59% of clientele call a business because they want instant answers. Plus, 57% call because they want to talk to a real human being rather than an interactive voice response system.

Despite many people preferring text, a phone call will always remain a popular communication tool, regardless of the business size. 58% of small-scale firms with 0-99 numbers of staff and 55.7% of large enterprises were more likely to state the phone was their primary medium for interaction.

An individual requires many things to open a business; a proper communication channel is one of them. Spending a hefty sum on that sounds impractical. Startupanz states that a small business can save up to 90% by implementing a VoIP phone system. If you are wondering how, VoIP does not need additional devices and also saves on maintenance and installation fees.

Making calls abroad from traditional landline phones can quickly empty your pockets. With VoIP, you can reduce an estimated 90% of the cost. With virtual phone numbers of respective countries, you can call any nation and be charged at local rates.

There are times when all receivers are occupied, and a call might go unanswered. To avoid that, companies offer a call-back option. However, only 5% believe in the automatic call-back option. Calling back is a significant factor in increasing customer satisfaction.

Business phone numbers are a medium for companies and clients to communicate with one another. While a regional business can do with just a local phone number, about 22.5% of companies require all types of numbers, whether local, international, or toll-free. 

There is always a possibility of calls going unanswered. As mentioned earlier, some have automatic callback options, while some can ask you to leave a voicemail. Unfortunately, 80% of callers prefer texting. There could be reasons like they have time to think about what to say/text, plus both parties are not required at the same time. 

Stated time and again, customer satisfaction is an essential factor in the success of a business. However, according to ZipWhip’s 2020 report, only 2 in 3 people receive a reply after texting a business. ZipWhip surveyed 1K people and 1.6K firms to learn about their interaction via mobile phones. Among them, 32% stated they never heard back after texting a business. A business can forget, but a customer doesn’t.

As aforementioned, people prefer to call. Nonetheless, when ZipWhip asked 1K individuals what they would choose for customer service and support, approximately 53% stated texting. Initially, they do not have to wait for someone to pick up their call, and a single message can work for all, avoiding repeating the same thing to different representatives. 

A massive amount of people adopted VoIP services from 2008 to 2012. Within 6 years (from 2019 to 2025), SMEs in the VoIP market will likely grow by 15%.

Two main driving factors will attract more SMEs to adopt VoIP: the affordable cost and the rising trend of remote work. Almost 70% of employees worldwide work remotely at least once per week, which saves costs for both the employer and the staff.

The way people are transitioning from traditional phone line systems, it is no wonder the VoIP market will keep increasing. Reportedly, global VoIP services were valued at $134.86 billion in 2023. It was said to rise to $151.21 billion in 2024. And with a notable CAGR (compound annual growth rate ) of 11.8%, it is expected to reach $236.25 billion in 2028.

With all the above-mentioned business phone system statistics, one thing is sure: it makes interacting with customers smoothly. You can also see how people are inclined more towards VoIP phone systems and benefiting from its perks. Alongside saving money for startups, it is also a cost-effective medium for large businesses.

Create an account with Calilio to enjoy all the features of a VoIP business phone system. It has multiple affordable packages and AI-enriched features, such as sentiment analysis, call transcribing, live call monitoring, and others, which can help you achieve your business goals.

You can choose a phone system for your business by determining your needs, comparing prices, analyzing features, and setting a budget. 

A small business phone system costs a few dollars. Calilio provides a business phone system for as low as $12 per month.

Yes, there are many factors that contribute to VoIP being cheaper than a landline. VoIP doesn’t need extra wires/lines or additional devices and saves on installation fees.