Report reveals 92% of customer calls are opportunities for business growth

A first-of-its-kind call trends report from Ruby catalogs and analyzes findings collected from 25.3 million customer service calls the company handled between 2020-2021 across a variety of industries, showing that nine of ten calls a business receives are opportunities to win or retain customers. As phone conversations provide important insights into the needs of modern consumers, the report includes information about when customers are reaching out, why they call and how these interactions impact a business’s bottom line, along with details about how these expectations have changed and how they vary across specific industries.

Ruby created this report so small businesses can use the findings as a framework to improve customer experiences, attract more prospects, and retain existing customers.