Call Volume Growth Set to Spike in 2018
With the rise of the internet, some proclaimed that traditional methods of communication were dead. Books were supposed to go away. Businesses rushed to get everything online. Since most deals would be done through the new technology, everyone thought telephone usage would plummet.
These predictors of demise were partly correct. Much background research has gone online. Up to two-thirds of the buyer’s journey now happens digitally. When gathering the necessary facts and data, people don’t like the sales pressure that sometimes comes with talking with a live representative.
According to a study done by CEB, 57% of the purchase decision is completed before a customer even picks up the phone. What this means is that now, more than ever, when your phone rings you have one shot to close the deal.
Internet forms do generate some traffic, but phone calls still convert 10 times more than web forms do.
This may be due in part to what Forbes found:
71% of all internet leads will not be contacted by sales reps promptly, plus people still crave human interaction.
The person to person interaction is fundamentally hard-wired into us.
Studies show that most people prefer to finalize business over the phone, talking to a live person, rather than online. This then may explain why forecasts predict that consumers will call even more often in the future.
With smartphones in the hands of most consumers, people are calling businesses more than ever before. In fact, inbound business calls from smartphones are projected to top 73 billion in 2018 alone.
With phone volume growing at unprecedented speed, no wonder mobile websites are so vital for businesses.
“Click to call is one of the most used features on the mobile search engine results page.
70% of mobile searchers have used click to call to connect with
a business directly from the search engine results page.”
The more expensive or complex your product is, the more you’ll need human interaction to close the deal. Sure, most of the buying decision is now made before your prospects call, but without a live person to talk to prospects will go elsewhere.
The internet completely changed sales and marketing. It also changed the number of phone calls to businesses. Phone calls still matter, and call volume growth proves it.
Are you getting your share of inbound phone calls? If you need ideas to capture more inbound phone call volume growth, began analyzing your current phone calls. The information helps you know what happens during phone conversations. Plus, you can connect your business with customers.
Need to know where calls are coming from? Start learning about tracking phone calls.