June 23, 2021

Top 33 important VoIP statistics you MUST know

If you haven’t implemented a VoIP software yet, it’s time you start NOW. This list of important VoIP statistics should convince you why.

Faye Chong

Digital Marketing Executive

Reading time: 5 minutes

The exponential growth of the Voice over Internet Protocol (VoIP) industry goes to show that businesses are transforming the way they communicate with their customers.

After all, VoIP enables you to communicate with customers via the internet rather than a traditional phone line. As a result, it becomes a far more powerful mode of communication and can ultimately speed up your sales cycle.

So, if you haven’t already implemented a VoIP solution, now is the time to do so.

If you still need convincing, here’s the list of the most important VoIP statistics you should know about. 👇

Lead behaviour statistics

Consumer behavior is evolving, which is why businesses have begun to switch to VoIP systems. Your customers have higher demands and expectations that need to be met, and the lengthy procedure of communicating with leads in the past will no longer suffice.

According to a study, 32% of customers who call a business are not willing to be put on hold. Think about the opportunities you’re missing out on because you’re making them wait too long!

1. Customers prefer phone calls (62%), email (46%), and live chat (37%) over self-service (14%) or bots (13%). (Loyalty 360)

2. 92% of all customer interactions happen on the phone (learn how to sell over the phone like a pro so you don’t lose out!). (Salesforce)

3. Over 60% of customers will hang up if they are being put on hold for 1 minute or more. (Velaro)

4. 47% of customers expect fast responses, (Loyalty 360) that’s why,

5. leads who are contacted within 5 minutes are 9 times more likely to convert (Inside Sales) and,

6. responding within the first minute increases lead conversions by 391%. 🤯 (Xoombi)

VoIP market share statistics

7. The VoIP services market is expected to be valued at $194.5 billion by 2024. (Persistence Market Research)

8. In 2020, the total revenue of the VoIP industry in the US is estimated at US$14 billion. (IBISWorld)

9. Cloud, hosted, and SaaS market revenues increased from $492.2 million in 2019 to $810.0 million in 2020. (DMG Consulting)

10. Small and medium businesses (SMBs) are projected to exhibit an accelerated growth of over 15% in the VoIP market by 2025. (GlobeNewswire)

11. 36% of software buyers go with VoIP than any other type of voice service. (Software Advice)

General VoIP statistics

12. Companies mainly invest in phone (87%), email (77%), and text messaging (72%) technologies to streamline communication with customers. (Nextiva)

13. Companies have seen a 20% rise in productivity with VoIP. (Harbor Networks)

14. The top business tasks improved by VoIP systems are the handling of phone calls (67%), management of messages (63%), and performing remote work (57%). (Spectrum VoIP)

15. The top VoIP features that help to improve productivity for small businesses are:

Find Me/Follow Me (aka call forwarding): 77%
Conference calling: 65%
Mobile access to IP PBX (Public Branch Exchange) features: 58%

(CISCO)

16. 88% of business professionals use a mobile phone to communicate at work at least once per week. (Nextiva)

17. 60% of smartphone users have contacted a business directly using the click-to-call option on Google. (Google)

18. In 2019, 83% of companies lost a customer, missed a major deadline, or terminated an employee due to a communication issue. (Nextiva)

19. In 2020, 33% of businesses have lost a customer due to communication issues compared to 25% in 2016. (Nextiva)

VoIP adoption statistics

20. 61% of businesses are switching from traditional phone lines to VoIP phone systems. (Blueface)

21. When choosing a VoIP business provider, the factors that influence a buyer’s ultimate purchase decision are:

Reliability: 69.5%
Price: 19%
Features: 5%
Flexibility: 4%
Scalability: 2.5%

(Blueface)

22. Businesses are switching from traditional telecommunication and on-site phone systems to:

Mobile phone service providers (eg. AT&T, Verizon): 88%
Applications (eg. Skype, Google Meet): 76%
Cloud-based software (eg. Novocall, Nextiva): 69%

(Nextiva)

23. Many small businesses rely on auto attendants (57%) and automatic call distribution (29%) features in a VoIP software. (Software Advice)

24. 35% of businesses have already implemented VoIP technology. (Blueface)

25. About 31% of businesses use VoIP systems in their daily workflows. (Multicom)

26. 47% of small businesses already implemented SMS using VoIP systems. (Telzio)

27. 69% of employees use internet-based voice services such as VoIP systems or Unified Communications (UC) platforms. (Nextiva)

VoIP cost savings statistics

28. A business’s average savings are between 30% and 50% after switching to a VoIP system. (Telzio)

29. There will be an approximate 90% reduction in start-up costs for small businesses that use VoIP. (Startupanz)

30. Companies experience a 50% to 75% reduction in communication costs after adopting VoIP software. (Bullseye Telecom)

31. VoIP costs can be expected to decline as much as 5% annually. (Gartner)

32. Small businesses that switched to VoIP systems save up to 40% on local calls and 90% on international calls. (TechCo)

33. VoIP can help save about 32 minutes of call time per day per rep. (Startupanz)

So what’s next?

Now that we’ve looked at the full list of 33 VoIP statistics, here are some key takeaways:

Customers now expect you to communicate with them quickly
The VoIP market is increasing exponentially and is not showing any signs of slowing
VoIP software has significantly improved the productivity of employees and businesses
VoIP software can save businesses a lot of money and time

We hope that these statistics are enough to prove that you should be implementing a VoIP software right now (or at least think of adopting one soon).

If you’re looking for a VoIP software, Novocall is a business phone system that supports call-driven lead generation efforts with features like click-to-call, an auto dialer, and call tracking.

To learn more about our software, get started with us today! 🤩

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Faye Chong

Faye is a digital marketing executive at Novocall. When she’s not busy writing articles for Novocall’s blog, she spends her time baking and playing with her dogs.

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