--- title: The State of Voice in Retail in 2022 description: Optimize your voice channel with these key insights from Hiya's State of the Call 2022. Read on for more information! image: https://blog.hiya.com/hubfs/2022_SOTC_socialshare01.jpg --- [![Hiya logo](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) Solutions Solutions [For Mobile Operators Protect your network](https://www.hiya.com/solutions/operators) [For Businesses Brand your calls](https://www.hiya.com/solutions/businesses) [For People Get the mobile app](https://www.hiya.com/products/apps/hiya-spam-blocker) ###### Webinar Branded Calling 101 Weekly Webinar Make your company's calls more recognizable. Learn how Hiya can drive value for your business. [Sign up today Arrow Right](https://www.hiya.com/lp/webinar-series-intro-to-hiya-branded-call) Products Connect ###### [Branded Call Display your branded caller ID](https://www.hiya.com/products/connect/branded-call) ###### [Number Registration Display your branded caller ID](https://www.hiya.com/products/connect/number-registration) ###### [View Plans Flexible pricing for teams of all sizes](https://www.hiya.com/products/connect/pricing) Protect ###### [Spam Analytics Stop spam & fraud on your mobile network](https://www.hiya.com/products/protect/spam-analytics) ###### [AI Voice Detection Real-time AI voice detection](https://www.hiya.com/products/protect/ai-voice-detection) Mobile apps ###### [Hiya Spam Blocker Fraud & AI voice protection](https://www.hiya.com/products/apps/hiya-spam-blocker) ###### [Hiya AI Phone Productivity for busy people](https://www.hiya.com/products/apps/hiya-ai-phone) ![](https://blog.hiya.com/hubfs/sotc-report.avif) ###### Report State of the Call 2026 86% of unidentified calls go unanswered. Read the benchmark report for what is happening in voice today, and what you can do to drive business. [Read the report Arrow Right](https://www.hiya.com/state-of-the-call) Why Hiya? 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[Read eBook Arrow Right](https://www.hiya.com/resources/ebooks/10-tips-for-customer-friendly-phone-calls) [Get Started Arrow Right](https://www.hiya.com/#audience) [Log in](https://connect.hiya.com/login) [Get started](https://www.hiya.com/#audience) - [Home](https://hiya.com) - [Blog](https://blog.hiya.com) - [The State of Voice in Retail in 2022](https://blog.hiya.com/state-of-voice-retail) [Call Intelligence](https://blog.hiya.com/tag/call-intelligence) [Tips & Tricks](https://blog.hiya.com/tag/tips-tricks) # The State of Voice in Retail in 2022 [Katie DeMatteis](https://blog.hiya.com/author/katie-dematteis) Apr. 22, 2022 [![](https://blog.hiya.com/hubfs/icon-fb.svg)](https://www.facebook.com/sharer/sharer.php?u=https://blog.hiya.com/state-of-voice-retail) [![](https://blog.hiya.com/hubfs/icon-x.svg)](https://twitter.com/intent/tweet?url=https://blog.hiya.com/state-of-voice-retail&text=The+State+of+Voice+in+Retail+in+2022) [![](https://blog.hiya.com/hubfs/icon-linkedin.svg)](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.hiya.com/state-of-voice-retail) ## At a glance ![](https://blog.hiya.com/hubfs/2022_SOTC_socialshare01.jpg) Hiya released our annual State of the Call [report](https://work.hiya.com/state-of-the-call-report-2022?hsLang=en). We surveyed 1,800 professionals and 12,239 consumers across 6 different countries to understand how the voice channel is being used (and abused) today. The results were definitive, not only is voice growing in terms of popularity, it is also the primary way that people connect with brands, providers, co-workers, and friends. Here’s a quick look at some stand out trends from this year’s report:  - 94% of individuals surveyed believe that unidentified calls are fraudulent—however, 13% of consumers also indicated that calls from a retailer were the most frustrating to have missed this past year. - When interacting with customers, retail professionals indicated they preferred to use voice above all other options in many situations including: - Resolving customer issues: 38% - Responding to prospective customer inquiries: 35% - Closing sales: 31% - Scheduling client appointments: 40% - Surveyed respondents reported many areas of business were negatively impacted by an inability to reach clients by phone, with the top three being: - Sales volume: 36% - Customer retention: 29% - Sales velocity: 30% Get all the details by downloading the 2022 State of the Call report [here](https://work.hiya.com/state-of-the-call-report-2022?hsLang=en)!     [![banner-hiya-reg](https://blog.hiya.com/hubfs/banner-hiya-reg.jpg)](https://www.hiya.com/products/connect/number-registration) ### Latest Articles ⚡️ - Hiya awarded 16 G2 Summer 2026 badges for branded caller ID Lena Prickett Jul. 9, 2026 - How Canada is leading the fight to stop bank scams Stephanie Boulanger Jun. 26, 2026 - How to check phone numbers for spam labels Michelle Wallace Jun. 9, 2026 ## Related articles ![](https://blog.hiya.com/hubfs/rogers-toronto-event-blog-hero.webp) ## [How Canada is leading the fight to stop bank scams](https://blog.hiya.com/how-canada-is-leading-the-fight-to-stop-bank-scams?hsLang=en) Stephanie Boulanger Jun. 26, 2026 ![](https://blog.hiya.com/hubfs/Blog_How-to-check-phone-numbers-for-spam-labels_B.webp) ## [How to check phone numbers for spam labels](https://blog.hiya.com/how-to-check-phone-numbers-for-spam-labels?hsLang=en) Michelle Wallace Jun. 9, 2026 ![](https://blog.hiya.com/hubfs/Hiya%20x%20DNA-blog@2x.webp) ## [Hiya and DNA Finland launch network-level call protection](https://blog.hiya.com/hiya-and-dna-finland-launch-network-level-call-protection?hsLang=en) Stephanie Boulanger Jun. 2, 2026 [![](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) [![](https://blog.hiya.com/hubfs/linkedin-1.svg)](https://www.linkedin.com/company/hiyainc) [![](https://blog.hiya.com/hubfs/facebook-1.svg)](https://www.facebook.com/hiyainc/) ###### Products - Connect - [Number Registration](https://www.hiya.com/products/connect/number-registration) - [Branded Call](https://www.hiya.com/products/connect/branded-call) - [View Plans](https://www.hiya.com/products/connect/pricing) - Protect - [Spam Analytics](https://www.hiya.com/products/protect/spam-analytics) - [AI Voice Detection](https://www.hiya.com/products/protect/ai-voice-detection) - Apps - [Hiya Spam Blocker](https://www.hiya.com/products/apps/hiya-spam-blocker) - [Hiya AI Phone](https://www.hiya.com/products/apps/hiya-ai-phone) ###### Solutions - Company size - [Enterprise](https://www.hiya.com/solutions/enterprise) - [Call Centers](https://www.hiya.com/solutions/call-center) - [Small and Medium](https://www.hiya.com/solutions/businesses) - Service providers - [Operators](https://www.hiya.com/solutions/operators) - [OEMs and technology](https://www.hiya.com/solutions/technology-partners) ###### Considering Hiya? 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