A recent report by Truecaller reveals that 76% of Indian consumers prefer phone calls over digital communication channels such as email, SMS, and chat for business interactions. The study surveyed over 1,000 consumers and 500 B2B organizations across 17 Indian cities, highlighting voice calls as the most trusted mode of business communication in India, despite rising concerns about spam and unidentified callers, according to livemint.com.
The report, released on July 7, 2026, underscores that voice calls maintain their dominance as the preferred communication channel in the Indian market. Truecaller commissioned the study to understand consumer behavior amid increasing digital alternatives. The findings show that while digital channels are growing, the immediacy and trust associated with voice calls keep them ahead. However, the report also points out that spam calls and unknown numbers are increasingly deterring consumers from answering incoming calls.
This preference for voice calls over digital channels is significant in the context of India's vast and diverse consumer base, where personal interaction remains crucial. The report's insights come at a time when businesses are expanding their digital outreach, yet consumers still rely heavily on traditional voice communication. This trend contrasts with global markets where digital channels have gained more traction, emphasizing the unique communication landscape in India.
Truecaller's report provides a comprehensive view of communication preferences in India, based on data collected from more than 1,500 respondents across multiple cities. The study's detailed findings were published on July 7, 2026, offering valuable data for businesses planning their communication strategies in the Indian market.