Invoca Releases Definitive Cross-Channel and Cross-Industry Buyer Conversion Benchmark Report

AI-powered analysis of 60 million phone conversations reveals phone lead conversion rates of 37% across industries

Invoca, the leader in AI-powered revenue execution platforms, announced the release of its Invoca Call Conversion Industry Benchmarks Report, 2025. The comprehensive analysis of over 60 million phone calls demonstrates that phone conversations remain critical conversion points, with 61% of callers speaking directly with a person and 37% of phone leads converting during the call.

Analysis of over 60 million phone calls demonstrates that phone conversations remain critical conversion points.

The research analyzed contact center performance across automotive, business services, consumer services, financial services, healthcare, home services, senior care, telecommunications, travel and hospitality industries, revealing variations in how businesses handle phone leads and convert them to revenue. The findings provide essential call center benchmarks for companies looking to optimize their marketing investments and improve conversion rates.

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“It’s easy to assume that digital commerce has rendered calls to businesses irrelevant. Yet for many companies, especially those with high-value products and services, phone conversations remain critical conversion points where revenue is won or lost,” said Peter Isaacson, Chief Marketing Officer at Invoca. “Whether you’re a CMO looking to maximize ROI, a contact center leader working to boost conversion rates, or a CX professional working to improve customer experiences, these benchmarks provide the foundation for data-driven revenue execution strategies.”

Five Key Contact Center Statistics That Define Industry Performance

1. 61% of callers to businesses speak with a person. Unanswered calls include situations where automated systems successfully resolve needs, but call answer rates vary significantly—from 54% to 69% across industries—showing a clear need for businesses to track and benchmark their contact center performance.
   
   
2. 35% of calls from digital marketing are qualified leads. Many marketing teams miss this when calculating cost per lead. Lead rates can be as high as 54% in certain industries, highlighting the importance of tracking phone conversions and utilizing that data to optimize digital marketing.
   
   
3. 37% of phone leads convert during the call. When reviewing contact center performance across all industries, phone call conversion rates reach as high as 46%, demonstrating the significant revenue potential that can be achieved when optimizing call experiences.
   
   
4. 28% of phone calls are rated as “excellent” by contact center managers. This contact center performance metric demonstrates the importance of using AI-powered quality management to analyze all conversations and identify specific coaching opportunities at scale.
   
   
5. 35% of agents ask leads to make a purchase or book appointments. This metric highlights how agent training and coaching programs can drive measurable improvements in conversion performance.

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The report provides actionable tips and tactics for companies to improve contact center performance across key metrics, including answer rates, lead rates, and conversion rates, enabling businesses to drive significant revenue growth.