How CSPs can restore consumer trust in communications in 2021 – and beyond

Understanding the real perception of consumer trust in communications these days is hard to know exactly because so many factors play into it. We do know that 76% of consumers no longer answer calls from unfamiliar and unidentified numbers, letting them drop into voice mail instead. Some contact centre operators say that outbound call answer rates are down 30%

It’s not hard to see why. In the UK, for example, consumers receive five billion nuisance calls each year, according to Ofcom. Meanwhile, US consumers receive 4.5 billion spam text messages annually. Text spam often includes SMS phishing attacks – called smishing – which has tripled worldwide over the past five years. 

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