Why Phone Calls are Plummeting as the Channel of Choice

March 1, 2024
minutes read

As technology propels us into an age of instant communication and unparalleled convenience, the traditional phone call, once a mainstay, becomes an inconvenient relic. In financial services, prolonged phone conversations present a significant barrier to seamless interactions. Join us as we delve into the second challenge in our blog series – the inconvenience of investing substantial time in phone conversations, and the implications it holds for both customers and financial institutions.

Inconvenient: The Cost of Time in Financial Communications

In a world where every moment counts, a phone call demands a substantial investment of time, often consuming several minutes that could be better spent elsewhere. Engaging in a phone conversation necessitates an unpredictable yet significant commitment – a luxury many cannot afford in today’s fast-paced environment. In an era dominated by more efficient and convenient communication channels, the demand for lengthy phone discussions becomes a considerable inconvenience, particularly in the context of financial services.

Time, a Precious Commodity

Time is a precious commodity, and nowhere is it more apparent than in the world of finance. Clients dealing with financial institutions often have pressing matters at hand – whether it's addressing a potential fraud issue, seeking guidance on an investment, or resolving a transactional hiccup. The expectation of immediate assistance clashes with the time-consuming nature of phone conversations.

The Unpredictable Commitment

Unlike other communication channels, which allow individuals to respond at their convenience, a phone call demands immediate attention. This unpredictability can be especially burdensome for customers who are juggling multiple responsibilities or just do not have the time when the call is made. Prolonged phone conversations disrupt their workflow, forcing them to allocate dedicated time for a discussion that could have been more efficiently handled through alternative communication channels.

The Staff Perspective: Navigating Time Constraints in Financial Services

The prevalence of prolonged phone conversations in financial services not only poses challenges for customers but also significantly impacts the efficiency of staff within these institutions. For financial professionals, time is a critical resource, and the extended duration of phone calls places a considerable strain on their ability to manage tasks effectively. Juggling multiple tasks, staff members find it challenging to allocate dedicated time for extensive phone discussions, hindering their overall productivity. The inefficiency of this traditional communication method within the financial landscape highlights the pressing need for institutions to embrace more streamlined and contemporary communication channels, ensuring both customer satisfaction and operational effectiveness.

The Shift to Convenient Alternatives

In an age where digital communication tools offer instant messaging, video calls, and collaborative platforms, the demand for more convenient alternatives is on the rise. 

Recognising the inconvenience posed by prolonged phone conversations, forward-thinking financial institutions are actively exploring and adopting more customer-friendly communication channels. This shift not only aligns with modern expectations but also enhances the overall customer experience, fostering satisfaction and loyalty.

Financial institutions that continue to rely heavily on prolonged phone conversations risk alienating customers accustomed to swift and flexible communication methods.

Nivo Verified Identify Messaging  - The Convenient Channel for Customers

One approach that is changing the way firms communicate with their customers is Nivo’s Verified Identity Messaging platform. Nivo is used by a number of financial service firms to provide a more convenient communication channel for their customers. 

With Verified Identity Messaging, financial service firms can streamline communication and enhance efficiency for both customers and staff. This innovative platform eliminates the need for time-consuming phone calls, allowing firms to interact directly with customers through Nivo's secure app. Whether seeking information, updates on account status, or addressing specific concerns, the platform facilitates quick and convenient messaging. Staff benefit from the efficiency gains, avoiding the constraints of prolonged phone conversations and enabling them to manage tasks more effectively. 

Nivo's Verified Identity Messaging not only meets the modern expectations of instant communication but also transforms the customer experience while optimising internal operations within financial service firms.


In conclusion, the inconvenience of lengthy phone calls in financial services impacts both customers and staff, underscoring the need for efficient communication. The traditional phone call, requiring substantial time commitments, clashes with the fast-paced financial landscape, hindering clients and staff managing multiple responsibilities. 

Forward-thinking financial institutions, recognising this challenge, are adopting alternatives like Nivo's Verified Identity Messaging. This innovative platform streamlines communication, enhancing efficiency by eliminating time-consuming phone calls. It aligns with modern expectations, fostering customer satisfaction and loyalty. Institutions not adapting risk alienating customers accustomed to more agile communication methods. 

To learn more about the challenges that phone is presenting to financial services firms, download our guide 10 Reasons Why Phone Communication is Destroying the Customer Experience and Staff Productivity in Financial Services.

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