State of the Call Canada 2022

The voice channel is fluid and dynamic, and shapes so much of our daily lives. This year, alongside our global report, we decided to dive into the State of the Call in Canada. The result is a comprehensive study combining data from more than 44 billion calls processed in 2021 with third-party market research from more than 300 businesses, and 2,000+ consumers across Canada. Our hope is that businesses will use the insights included in this report to improve their voice performance.

To dig deeper and learn more about the trends impacting the voice call, download the full Hiya State of the Call: Canada 2022 report.



Download the State of the Call Canada 2022 Report
Download the 2022 report to learn about these top trends, and more:
  • 94% of consumers think unidentified calls are fraudulent. 

  • Consumers received an average of 144 spam calls last year—58% of which were fraudulent. 

  • 41% of customers prefer a phone call to resolve customer issues. 
  • When customers don't answer, business performance suffers. 

  • A majority of consumers received a fraudulent spoof call—one where the caller was impersonating a business. 

  • Businesses still prefer the voice channel as a means of communicating with customers above all other channels.