B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
64.1%
64.1% -- share of inbound interactions via phone for contact centres (2025)
64.1% of inbound customer service interactions still take place via phone.
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
64.1%
Unit
Percentage
Data Vintage
2025
Entity
Geography
Global
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
ContactBabel
Primary
Tier B
https://odigo.com/blog/loud-and-clear-why-call-quality-is-still-a-cx-differentiator/ ↗
Source Article
Call quality: A hidden advantage in customer experience
Picture a contact centre staffed with skilled agents, each conversation shaping brand perception and customer loyalty. But what happens when the fundamental quality of the call falls short? It can make or break these pivotal moments. Crystal-clear conversations build trust; poor connections fuel fru…
Original Research
ContactBabel
· Original study ↗
Methodology
Cited by Odigo from ContactBabel 2025 research; original methodology not stated on page
Methodology documented
Segmentation
IndustryRetail
RegionGlobal
Channelphone
Cite this stat
Plain Text
contact centres: 64.1% share of inbound interactions via phone. Source: ContactBabel (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/phone-share-inbound-contact-centre-interactions-2025
HTML Embed
<blockquote cite="https://lighthousedata.io/data/phone-share-inbound-contact-centre-interactions-2025" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>64.1%</strong> -- share of inbound interactions via phone for contact centres<br><small>Source: ContactBabel (2025) · <a href="https://lighthousedata.io/data/phone-share-inbound-contact-centre-interactions-2025" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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