The Value of Phone Calls in Business Communication

Today, I want to talk about a practice I've embraced and found incredibly rewarding, both personally and professionally. I call it "peopling" Its the simple act of picking up the phone and calling someone who's been on your mind. 📞 Why 'Peopling'? For whatever reason (time? fear of connecting?) we often default to texts or emails for communication. But there's something uniquely impactful about a phone call. It's not just about doing business; it's about genuinely connecting with another person, sharing stories, and sometimes, just listening. The Power of Voice Research shows that voice calls create a deeper connection than texts. According to a study conducted at the University of Wisconsin-Madison, voice-based communication, even without visual cues, results in greater empathetic accuracy when compared to text-based communication. Hearing someone's tone, their laughter, or even their pauses, adds a layer of emotional understanding that text messages can't convey. My 'Aha' Moments Through 'peopling,' I've had several 'aha' moments. These calls, made without any agenda of doing business, often lead to unexpected insights, knowledge sharing, and yes, even referrals that have helped my business grow. It's a reminder that at the heart of every business interaction is a human connection. Why It's More Impactful Than Text A phone call is a commitment of your time and attention – two of the most precious commodities in our lives. It shows the person on the other end that they are worth that investment. In contrast, texts, while convenient, lack the warmth and immediacy of a real-time conversation. An Invitation to 'People' I encourage you to try 'peopling.' Reach out to a contact, a former colleague, or even someone you've only connected with digitally. You'll be surprised at how enriching these conversations can be. Let's bring back the personal touch to our professional lives. Who knows what opportunities, insights, or friendships might arise from a simple phone call? #Peopling #HumanConnection #Networking #BusinessGrowth #PhoneCallsOverTexts

The Lost Art of Using the Telephone for Business Problem-Solving - Darrel Mullis - June 2025 In an era dominated by emails, chatbots, and automated responses, the **telephone** remains one of the most effective tools for resolving business issues quickly and efficiently. Yet, many companies and their employees have shifted away from direct phone conversations, favoring digital communication methods that often lead to **delays, misunderstandings, and frustration**. The Power of First-Call Resolution Studies show that **first-contact resolution (FCR)**—the ability to solve a customer’s issue in a single interaction—is significantly higher for phone calls compared to email and chat. According to industry reports, **phone-based resolutions average around 70-75%**, while chat and email interactions often require multiple exchanges, with FCR rates dropping to **40-50%** Why Phone Calls Still Matter 1. **Immediate Clarification** – Unlike email threads that can take hours or days, phone calls allow for **real-time problem-solving** and instant clarification. 2. **Personal Connection** – A voice conversation fosters **trust and empathy**, making customers feel heard and valued. 3. **Efficiency** – A well-handled call can **resolve an issue in minutes**, whereas email and chat often require **back-and-forth exchanges** that prolong resolution times. 4. **Reduced Miscommunication** – Tone, urgency, and intent are **better conveyed through voice**, minimizing misunderstandings. Finding Balance in Business Communication While digital tools are essential for scalability, businesses should **reconsider the role of phone calls** in customer service and internal problem-solving. A strategic mix of **phone, chat, and email**—with an emphasis on **first-call resolution**—can improve efficiency, customer satisfaction, and overall business performance. By embracing the **lost art of the telephone**, companies can **cut through the noise**, solve problems faster, and build stronger relationships with clients and colleagues alike. ***This article was written with data provided by Zendesk.and Nextiva *** Zendesk.com :nextiva.com

THE GOOD OLE PHONE Why has picking up the phone to place a (voice) call became such a chore? Once the definitive expeditor between two parties, who needed to talk live and to talk now, this 20th century stalwart now plays second fiddle to a variety of 21st century communications methods. The great telephone invention has been unfairly shunned in favor of other powerful devices and methods, whether Email, Social Media, IM, Texting, Video, collaboration tools, discussion forums, etc. For job seekers and up-and-coming professionals, the phone still deserves its rightful place. When used judiciously, it: * Streamlines 1:1 communications. * Facilitates networking. * Can be more efficient. * Enhances more intimate conversations. * Breaks down barriers. * Separates you from the pack. * Allows you to demonstrate enthusiasm and assertiveness. * Personalizes interactions. * Encourages immediacy. * Removes the guess work associated with texting and email. * Increases your confidence...and their confidence in you. * Accelerates your candidacy. * Reveals another side of your personality. * Makes it easier for the other party to interact with you. * Creates increased opportunity to make a favorable impression. * Distinguishes you from the fierce competition. We’re all participating in the explosion of live collaboration platforms and are more readily realizing its benefits. However, I urge job seekers to not "sleep" on 1:1 phone calls. It will take effort and some practice to trust The Phone...to like The Phone. But I urge you to befriend the phone, as good things will result. #thephone #yourmobile #yourvoice Sales Community

There’s this simple rule that we've integrated into our team's way of communicating, and it's a game-changer: If you've exchanged more than two emails in both directions without achieving the clarity you need, then guess what? It's time to pick up that phone. Yes, I'm talking about actually making a call. Now, I get it, in this digital age, phone calls seem almost old-fashioned, right? But it’s what the high-performing teams do. Harvard Business Review’s research shows standout teams do not shy away from dialing each other up. Comparing the numbers, it's staggering: high-performing teams make an average of 10.1 calls daily versus 6.1 for the rest. Just think about it for a moment. Instead of playing ping-pong in Slack or going on an email journey where the message gets lost in translation, why not cut to the chase? Imagine turning those hours of conversation in long email chains into mere minutes of a focused, impactful call. So, the next time you're caught in that endless loop with a colleague, here's what I want you to do: grab that phone. Dial that number. Make that call. Not only will you be wrapping things up in a fraction of the time, but you'll also be nurturing those relationships. Success is all about finding those little hacks that make a big impact.