According to a survey commissioned by Hiya, 59% of business professionals who use the phone in their role say they’ve lost out on deals or lost customers because they could not reach certain customers or prospects by phone.
Why aren’t Spaniards picking up the phone for those calls? Here’s a clue: 87% of Spanish consumers say they don’t answer calls from unknown numbers.
Those statistics come from Hiya’s State of the Call 2026 report, based on a survey of 12,000+ consumers and 3,600 business professionals across 6 countries, including Spain.
The inability to reach customers and prospects by phone is hurting businesses in Spain. Workers who use the phone in their role say it results in loss of revenue and declining customer retention. It also reduces agent productivity and leads to lower employee morale.
Business decision makers say that opportunities lost from unanswered calls cost their business, on average, more than €120,000 per year.
Here are results of some of the questions posed to Spanish business decision makers and workers who use the phone as part of their role.
How, if at all, has your business been impacted by not being able to reach prospects/customers efficiently by phone? (Select all that apply)
|
Missed revenue goals |
29% |
|
Declining customer retention |
25% |
|
Low agent productivity |
24% |
|
Damaged employee morale |
24% |
|
Slower deal velocity |
23% |
|
Increased operational costs |
23% |
In terms of losing business or opportunities because of unanswered calls, how much, if anything, do you estimate this costs your business annually?
|
Nothing |
15% |
|
Less than €10,000 |
9% |
|
€10,000 – €50,000 |
43% |
|
€50,001 – €250,000 |
17% |
|
€250,001 – €1 million |
5% |
|
I am unable to estimate |
11% |
Average = €120,061
Our survey shows that businesses want consumers to answer their calls, and consumers want businesses to identify who is calling them.
The problem is that most businesses have no idea how their calls actually look on a customer's screen. The same phone number can show the business name on one network and nothing at all on another, or get flagged as spam outright. Because most businesses have no visibility into how their calls appear, calling teams keep dialing, keep tweaking the pitch, and keep missing the actual issue: their calls were never set up to be recognized in the first place.
Fortunately, Hiya can show you exactly how your calls are appearing across networks in Spain, so you can fix it before it costs you another deal.
See how your calls appear across networks and devices in Spain
If the display of your calls is inconsistent across devices and networks, you should consider adding branded caller ID. Branded caller ID enables businesses to display their name, logo, and reason for the call directly on the recipient’s phone screen.
Hiya’s Branded Call enables businesses in Spain to display their name, logo, and reason for the call directly on the recipient’s mobile phone screen.
Identifying your business name and reason for the call will become even more important in light of the Customer Service Law that requires all commercial calls to use a 400 prefix. Businesses only have until October to comply with that regulation. The new regulation will make sales calls more visible — and easier to ignore.
Think about your customers and prospective customers. Would they be more likely to answer a call coming from a random 400 number, or a 400-prefix call that shows them it is your business that’s calling, and lets them know why you’re calling? If they’d be more likely to answer knowing it’s you, you should definitely look into branded caller ID.
Don’t let revenue slip away because your important calls are going unanswered. Learn more about Branded Call or contact one of our representatives in Spain.