2015 Click-To-Call Commerce Mobile Performance Report

© Marchex, Inc. All Rights Reserved. www.marchex.com 2

Contents

SECTION I – OVERVIEW Mobile Consumers Click-to-Call . . . . . . . . . . . . . . . . . . . . . . . . . . .03

SECTION II – CLICK-TO-CALL COMMERCE The $1 Trillion Click-To-Call Economy . . . . . . . . . . . . . . . . . . . . .04

SECTION III – PURCHASE BEHAVIOR Click-to-Call Conversion Rates . . . . . . . . . . . . . . . . . . . . . . . . . . . .06

SECTION IV – WHO’S CALLING Click-to-Call Demographics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .09

SECTION V – ROBOCALLS How Spam Impacts Click-to-Call . . . . . . . . . . . . . . . . . . . . . . . . . . 10

SECTION VI – LEAKY FUNNEL The Challenge Of Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . 12

SECTION VII What’s Next . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

© Marchex, Inc. All Rights Reserved. www.marchex.com 3

SECTION I — OVERVIEW

Mobile Consumers Click-to-Call

Brrnnggg. Brrnnggg.

With the advent of smartphones, phones are ringing at U.S.

businesses like never before. After years of customers Internet-

browsing their way to your website (though maybe never your

door), click-to-call has emerged as the most common form of

purchase-oriented activity from mobile ads.

A June 2015 report from BIA/Kelsey predicts that calls to

businesses from smartphones will reach 162 billion by 2019.1

Mobile advertising platforms have taken notice, with Facebook

introducing new click-to-call functionality and Google launching

“Call-Only” mobile ads in 2015. Advertisers already spend an

estimated $4 billion annually2 on click-to-call for paid search,

in addition to investing in click-to-call campaigns that occur

across hundreds of mobile publishers through products like

the Marchex Call Marketplace. New click-to-call performance

products, like those recently launched by the mobile-focused

unit inside WPP’s Xaxis 3 are a sign that there will be more

opportunities available to advertisers and we believe that

spending on click-to-call will rise dramatically as mobile

advertising platforms mature.

Why are calls more valuable than clicks? A call connects a

merchant with a prospect in the flesh – or nearly in the flesh.

There is no separation of miles and pages of inscrutable

content and Internet ether. The customer is right there, on

the line, asking questions. Old-fashioned salesmanship has an

opportunity to blossom. You can take the caller by the hand,

and lead them down the sales journey path to that magical

destination called The Close.

What’s more, calls made from mobile phones are exciting

because the customer is typically not tethered to a PC or laptop

at home or work. They’re very likely on the move. They could

be near your store. Or in your store! Mobile calls are goldmines,

representing prospects who are thinking about your business,

possibly within physical range of making a purchase and, most

importantly, are available for old-fashioned person-to-person

communication, persuasion and deal-closing.

What is new in this report? While marketers now know that

click-to-call is essential to mobile consumers, there has been

a lack of data available to quantify both how these phone calls

convert into revenue and some of the challenges that marketers

face in click-to-call campaigns. Data for this study comes from

24 million aggregated and anonymous phone calls analyzed

over the last 18 months by Marchex Call DNA, part of the

Marchex Call Analytics platform. Marchex Call DNA scores and

classifies phone calls automatically to provide marketers data

on consumer intent, sales and audiences.

This is real performance data that tells who is calling, how they

got to your business, why they’re calling, what percentage of

calls are valid prospects and who should be answering the

phone on your end.By 2019, BIA/Kelsey expects

162 BILLION phone calls from mobile phones to businesses

© Marchex, Inc. All Rights Reserved. www.marchex.com 4

SECTION II — CLICK-TO-CALL COMMERCE

The $1 Trillion Click-To-Call Economy

Much has been written about how often consumers click-to-call from smartphones, and how that behavior influences how consumers

research and select products and services. But little has been written about how much consumers are actually spending after they

connect with a business by phone. The answer may surprise you as click-to-call is growing more quickly and is responsible for

considerably more purchases than e-commerce.

E-commerce has grown to more than $300 Billion in consumer spending in 2014. This is a large number, but only a fraction of the

more than $11 trillion per year spent by Americans.4

So how do Americans spend the other $10.7 trillion? Once we remove housing and health care, which account for roughly 30% of

this figure, we’re left mainly with products and services that consumers purchase in-store or over-the-phone.

Which industries contribute to the click-to-call economy?

Auto insurance is one industry where most consumers that

buy a new policy do so over the phone, or start with a phone

call. Other industries where the majority of purchases include

a phone call in the path to purchase include home repair,

legal services, appointment-based services like dentists,

cable & satellite television, auto repair, and many types of

local businesses from carpet cleaners to spas. Certain travel

purchases, like a cruise, are almost always purchased by phone.

More than half of consumers use search engines as the primary

vehicle to find a car, and most of these searches are mobile.

More than 75% of leads to auto dealers from mobile are phone calls! And then there are many retail purchases where a phone call is

used to verify store hours, inventory or answer a simple question.

Consumer Expenditures Significantly Influenced by Phone Calls

Consumer Expenditures: Bureau of Labor Statistics 2013. Retail Spending: Forrester 2014

0 $100B $200B $300B $400B $500B $600B

Personal Care

Entertainment

Vehicle Purchases

Vehicle Expenses, Including Insurance and Repair

Household Operations

3T

Retail Sales

Percent Of Consumers Who Would Be Very Likely Or Extremely Likely To “Click-to-call”

60%

Car

58%

Bank Account

46%

Home Goods

66%

Home

58%

Hotel

72%

Professional

In 2015, Americans will spend more than $1 trillion in click-to-call commerce. Consumers increasingly use mobile phones for

“business lookups”. This year, advisory firm BIA/Kelsey estimates that there will be 93 billion consumer-to-business phone calls from

smartphones, and this is expected to grow to a whopping 162 billion by 2019.1

Google, 2014

© Marchex, Inc. All Rights Reserved. www.marchex.com 5

BIA/Kelsey 2015

Google, 2014

in-store sales is responsible for $1 trillion in consumer spending,

and will grow to nearly $2 trillion by 2019 as the majority of

business lookups will occur on a mobile phone.

“Click-to-call is literally the connection between the mobile

consumer and American businesses for billions of purchases

each year”, says Michael Boland, Chief Analyst at BIA/Kelsey.

“Across dozens of industries, more than $1 trillion in consumer

expenditures are a direct result of this consumer action.”

Calls Driven to Businesses From Smartphones, by Format

Ann

ual C

alls

(bill

ions

)

0

10

20

30

40

50

60

70

201920182017201620152014

Search Traditional Display Native SocialLanding Pages

93B annual calls from mobile today, growing to 162B by 2019

$0

$0.2

$0.4

$0.6

$0.8

$1.0

$1.2

$1.4

$1.6

$1.8

$2.0

2015 2016 2017 2018 2019

Click-To-Call Commerce, United States

$1.12T$1.23T

$1.55T$1.75T

$1.94T

Mean Purchase Value Of Products Purchased By Click-To-CallCalls Happen Around High Value, High Consideration Purchases

Tech

Local

Travel

Finance

Auto

Retail

Restaurant

Highest Price Threshold – $1,195

$416

$320

$265

$170

$119

$33

In our analysis of more than

24 million phone calls, the

Marchex Call Analytics

platform finds that the

average conversion rate

(to a sale, appointment

or reservation) is 5-25%

(see Section III). When

we take the average order

size of these purchases,

we conservatively

estimate that “click-to-call

commerce”, defined as a

phone call that ends in

an over-the-phone sale,

appointment, reservation or

Marchex, 2015

© Marchex, Inc. All Rights Reserved. www.marchex.com 6

SECTION III — PURCHASE BEHAVIOR

Click-to-Call Conversion Rates

What type of return should a marketer expect from

click-to-call campaigns? This section is dedicated to the

marketer that is looking for industry benchmarks on click-

to-call conversion rates, and answers several important

questions.

How many of my phone calls should I expect to be product

and service calls, as opposed to calls from job-seekers,

solicitors and wrong numbers? How many of these phone

calls should I expect to convert into sales or appointments?

We’ll cover these topics here, and save the following

sections for the $64,000 question: How do I improve the

conversion of my click-to-call campaigns?

The graph below shows, for a selection of industries, the

percentage of calls that are product or service-related. You

might wonder why every phone call isn’t product-or-service

related. On average, one in four calls can be anything

from job inquiries to solicitations to business-to-business

calls… not necessarily the types of calls you want from your

marketing program.

Is your industry not available below? Chances are we have

the data, so reach out to us (see Section VI) and we’ll see if

we can provide it to you. It is also important to note that this

only takes into account calls that are at least 30 seconds long.

We’ll cover the impact of robocalls and other types of short

calls in Section IV.

Percentage of Product/Service Related Calls by Industry

10%

20%

30%

40%

50%

60%

70%

80%

% o

f tot

al c

alls

90%

Construct

ion &

Home Impro

vemen

t

Auto D

ealer

s

Auto Rep

air &

Service

Cable

& Satellit

e Ser

vices

Dentis

ts

Insuran

ce

Landsc

aping &

Pest C

ontrol

Legal

Service

s

Locksm

iths

Plumbers

Towing

Veter

inarian

s

Vision C

are

74% 77%

60%

34%

71% 70%69%

52%

73%67%

83%75%

67%

0

© Marchex, Inc. All Rights Reserved. www.marchex.com 7

70%

Sale/Appointment and Product Discussion Rates for Selected Industries

10%

20%

30%

40%

50%

60%

% o

f tot

al c

alls

Construct

ion &

Home Impro

vemen

t

Auto D

ealer

s

Auto Rep

air &

Service

Cable

& Satellit

e Ser

vices

Dentis

ts

Insuran

ce

Landsc

aping &

Pest C

ontrol

Legal

Service

s

Locksm

iths

Plumbers

Towing

Veter

inarian

s

Vision C

are

Sale/ApptOther Product Inquiries

20%

38%

22%

8%

14%

20%

29%

10%

36%5%

32%

20% 25%

26%

18%

48%

19%

39% 20%

20%

0

31%

15%

24%

32%

20%

32%

Conversion rates from mobile phone calls are on average

4X higher than those from desktop PCs.

Approximately three out of four calls to advertisers are

product and service-related calls.

5-25% of calls to advertisers convert into a sale,

appointment, or reservation.

Key Takeaways

This next graph takes those product and service calls, and shows how many (in blue) are conversions to sales, appointments or

reservations. When compared to PC advertising, these conversion rates are colossal, typically 4x the rate of online conversions.

The non-converting customers aren’t “bad phone calls”, these are just consumers that decided not to buy today. Effective

marketers are learning how to remarket to these consumers, or using data from Marchex Call DNA to understand why these

customers are not converting.

See p.8 for Travel & Financial Services

© Marchex, Inc. All Rights Reserved. www.marchex.com 8

Financial Services

For financial services and insurance campaigns, the median

conversion rate is 9.5%. Top performing campaigns can reach

15% and some campaigns convert at just 6.4%.

It is important to note that this data is from comprehensive,

multi-channel mobile campaigns. Individual campaign flights

or test campaigns may have conversion rates outside of these

ranges.

Benchmark conversion rates for mobile advertising campaigns

take into account phone calls from prospects (callers that

selected a “new customer” prompt on a phone tree or IVR).

The conversion rate is defined as the percentage of callers

that become policy holders or open a new account.

Travel

Consumers on desktop are in research mode. On mobile,

they’re in purchase mode.

Our data show that the conversion rate is consistently over

25% for rental cars and over 20% for hotels.

When a consumer is on the phone with an advertiser, there is

a far greater likelihood this exchange will lead to a booking.

Why are Consumers Calling?

Despite its great efficiencies, the desktop experience fails to

serve one of our most basic needs – the need to speak with

someone else. Oftentimes, that human connection is key

to closing a sale. And oftentimes, that connection is key to

generating higher-value transactions.

Spotlight

0%

2%

4%

6%

8%

10%

12%

14%

16%15%

6.4%

Observed Range of Conversion Rates for Advertisers in Insurance/Financial Services

Highest Observed

75th Percentile

Median

25th Percentile

Lowest Observed

9.5%

7.6%

12%

Data set includes more than 400,000 phone calls from January-December 2014 to Marchex advertisers in the financial/insurance industries.

Data set includes more than 10,000 phone calls from January-December 2013 to Marchex advertisers in the travel industries.

CAR

Nearby attractions& events

Convenient transport &shuttle options

Amenities(meals, pool, fitness)

Event hosting(weddings)

Childcare

Truck, mini-van for utility

Airport pickup

One way rental

Recent accident/breakdown

HOTEL

What special services and features are callers asking for?

© Marchex, Inc. All Rights Reserved. www.marchex.com 9

SECTION IV — WHO’S CALLING

Click-to-Call Demographics

It perhaps should not be surprising that mobile callers are younger and less affluent than PC users – after all, young people are the

ones with smartphones glued to their hands at all times. But these Millennials, currently aged 21-34, are a prized demographic for

most brands, spending more than $1.3 trillion annually.

This section provides demographic data on a set of aggregated and anonymized consumers that placed more than 1 million consumer

phone calls from mobile advertisements to businesses, as measured by the Marchex Call Analytics platform and the Marchex Call

Marketplace.

Mobile callers are more likely to be young, single, and of relatively low income, which is not unusual, as they are just starting

their careers.

Not Home Owners

Low Rate of Home Ownership

Average Rate of Home Ownership

Highest Rate of Home Ownership

0 50 100 150Index Value Against Average U.S. Population

Index Value Against Average U.S. Population

Age - Mobile Callers

Under 25

25 to 34

35 to 44

45 to 54

55 to 64

65+

0 50 100 150

Income - Mobile Callers

Home Ownership - Mobile Callers Marital Status - Mobile Callers

Index Value Against Average U.S. Population

0 50 100 150

Married

Single

Less Than $25K

$25K to $50K

$50K to $75K

$75K to $100K

More Than $100K

20 40 60 80 100 120Index Value Against Average U.S. Population

Not Home Owners

Low Rate of Home Ownership

Average Rate of Home Ownership

Highest Rate of Home Ownership

0 50 100 150Index Value Against Average U.S. Population

Index Value Against Average U.S. Population

Age - Mobile Callers

Under 25

25 to 34

35 to 44

45 to 54

55 to 64

65+

0 50 100 150

Income - Mobile Callers

Home Ownership - Mobile Callers Marital Status - Mobile Callers

Index Value Against Average U.S. Population

0 50 100 150

Married

Single

Less Than $25K

$25K to $50K

$50K to $75K

$75K to $100K

More Than $100K

20 40 60 80 100 120Index Value Against Average U.S. Population

Key Takeaway

Click-to-Call advertising is a great way to reach Millennials, who are

eager to connect directly with businesses.

© Marchex, Inc. All Rights Reserved. www.marchex.com 10

SECTION V — ROBOCALLS & MISDIALS

How Spam Impacts Click-to-Call

Click-to-call campaigns can be noisy. A common complaint

we hear from a first-time click-to-call marketer is something

along the lines of “I received a lot of short calls and spam calls,

and wasn’t able to figure out how to deal with it.” This section

is designed to quantify this challenge for marketers, and

provide some advice on how to deal with it.

When advertisers started paying for clicks more than a decade

ago, they quickly realized there were millions of clicks they

shouldn’t be paying for – from repeat customers, bots, spam

and fraud. The advertising industry has found ways to mitigate

these problems for pay-per-click campaigns.

Likewise, click-to-call campaigns suffer from some of these

problems due to the immaturity of most mobile advertising

platforms that cannot effectively measure phone calls. This

section shows, by publisher type, the percentage of calls that

are Spam & Misdials, as identified and blocked by Marchex

Clean Call.

We divide the rest of the calls, by publisher type, into two types.

New Customer Calls are calls from prospects that result in

meaningful conversations. Short, Customer Service & Repeat

Calls are the rest as identified by Marchex Call Analytics.

Effective marketers are using call analytics platforms to

measure and optimize click-to-call campaigns, or buying phone

calls from a mobile advertising network that has built-in call

analytics technology and only charges advertisers for high-

quality inbound phone calls. More information can be found in

Section VII.

Percentage of Callers

54%

SPAM & Misdials

34%

Short, Customer Service & Repeat Calls

Total Calls

24 Million+Phone Calls

In2014 - 2015

New Customer Calls

12%

Directories: Percentage of Callers

65%

Total Calls SPAM & Misdials Short, Customer Service & Repeat Calls

New Customer Calls

6 Million+ Phone Calls

From Directories

in 2014 - 2015

10%

25%

Search: Percentage of Callers

21%

61%

Total Calls SPAM & Misdials Short, Customer Service & Repeat Calls

New Customer Calls

1 Million+ Phone Calls

From Search

in 2014 - 2015

18%

© Marchex, Inc. All Rights Reserved. www.marchex.com 11

Voice: Percentage of Callers

53%

34%

Total Calls SPAM & Misdials Short, Customer Service & Repeat Calls

New Customer Calls

16 Million+ Phone Calls

From Voice

in 2014 - 2015

13%

Display: Percentage of Callers

48%

35%

Total Calls SPAM & Misdials Short, Customer Service & Repeat Calls

New Customer Calls

1 Million+ Phone Calls

From Display

in 2014 - 2015

`

17%

Overall, 51% of calls were filtered out as spam and misdials.

The issues vary by severity across different mobile channels

By gaining visibility into call quality, advertisers can quickly

respond to spam and fraud issues to minimize loss and increase

marketing efficiency.

Key Takeaways

© Marchex, Inc. All Rights Reserved. www.marchex.com 12

SECTION VI — LEAKY FUNNEL

The Challenge Of Unanswered Calls

In desktop digital marketing, marketers miss opportunities

when their website is down. In the world of mobile marketing,

marketers miss opportunities when calls from consumers are

not answered.

The new challenge in the mobile marketing world is getting the

calls through. The call center becomes the critical connection

between consumers and advertisers in the mobile marketing

world. How are advertisers doing in getting consumers through

to businesses?

Whereas the previous section explored the impact of spam and

misdials, this section addresses the challenge of consumers

that hang-up or abandon the phone call when they are placed

on hold or before a business or call center picks up.

Our data shows that, in 2015, nearly 20% of calls result in a

hang-up, usually due to hold-time or an unanswered call. This is

a huge percentage, which should motivate advertisers to focus

on the call experience.

1 in 5 Calls From Mobile Phones Are Abandoned

18%9%

73%

Hang-ups & Abandons

Conversations

Other

Abandon Rate for Select Industries, 2015

% o

f all

clas

sifie

d ca

lls

Note: For selected Marchex Call Analytics calls over 45 seconds in duration with Call DNA classifications.

5%

10%

15%

20%

25%

30%

35%

Automotive

15%

Real-Estate &Multi-Family Housing

31%

Cable & Satellite

25%

Financial ServicesLocal SMB Average

18%

0

Note: Based on Marchex Call Marketplace data. Calls were classified using Marchex Call DNA technology

Note: For selected Marchex Call Analytics calls over 45 seconds in duration with Call DNA classifications.

© Marchex, Inc. All Rights Reserved. www.marchex.com 13

Callers were also more likely to hang up on a local business than a call center. This is perhaps because they have dedicated

phone-answering professionals while local business may not have dedicated or trained staff to answer phones.

Hang-Up Rates by Caller Destination Type

% o

f all

call

outc

omes

Call Center

Note: Hang-up rate taken from an (_____) average of call scoring outcomes across 17 distinct Marchex Call Marketplace clients. Hang-ups included, voicemail/phone-tree and hold-time/ring hang-ups.

5%

10%

15%

20%

25%

Local Business

18%

24%

0

Note: Data from Marchex Call Marketplace clients using Marchex Call DNA Classifications.

What can marketers do about hang-ups? This first thing to do is to monitor hang-ups automatically with a call analytics

platform. Effective marketers then can build a business case around appropriate staffing, or limit click-to-call campaigns during

certain times of day or days of week. On average, appropriate staffing can improve ROI by a minimum of 10%.

Marketers can also use conversational analytics technology like Marchex Call DNA to identify problems such as hold time for

internal transfers, and the use of terms that might indicate a consumer is having trouble understanding a representative. Data

from more than 2 million calls shows that consumers use terms like “repeat” or “understand” in nearly 20% of phone calls. A

more lighthearted look at this data was profiled recently on our corporate blog, which showed how often consumers curse when

calling a specific industry.5

Key Takeaway

One in five calls from mobile phones are abandoned.

© Marchex, Inc. All Rights Reserved. www.marchex.com 14

SECTION VII

What’s Next

To get detailed data about mobile call activity in your industry, have the Marchex Institute perform mobile call research for your

company, or to have Marchex create mobile advertising campaigns for your company and analyze your campaign data, contact the

authors John Busby johnb@marchex.com or Poom Poochaiyanont ppoochaiyanont@marchex.com. Or visit us at www.marchex.com

or @marchex on Twitter to learn more.

We’d love to hear from you!

SECTION VIII

About Marchex

Marchex is a mobile advertising analytics company that

connects online behavior to real-world, offline actions. By

linking critical touchpoints in the customer journey, Marchex’s

products enable a 360-degree view of marketing effectiveness.

Brands and agencies utilize Marchex’s products to transform

business performance.

Marchex Call Analytics

Marchex Call Analytics, a real-time mobile advertising platform that measures sales and consumer intent from mobile, click-to-call campaigns. Advertisers such as Time Warner Cable and agencies such as Resolution Media use Marchex Call Analytics to measure and grow mobile sales.

Marchex Call Marketplace

Marchex Call Marketplace is a click-to-call advertising network that enables advertisers to generate high-quality phone leads directly from mobile Web and in-app ads across hundreds of top publishers and apps. Advertisers such as State Farm Insurance and Intercontinental Hotels Group use Marchex Call Marketplace to reach and acquire new customers.

Marchex Call DNA

Marchex Call DNA is the only conversational analytics technology that automatically classifies, scores and visually maps every phone automatically, even for advertisers that do not use call recording. Advertisers such as ADT Home Security and T-Mobile use Call DNA to measure and optimize click-to-call campaigns.

Please visit www.marchex.com, blog.marchex.com or @marchex

on Twitter (Twitter.com/Marchex), where Marchex discloses

material information from time to time about the company, its

financial information, and its business.

© Marchex, Inc. All Rights Reserved. www.marchex.com 15

SECTION IX

Marchex Institute

JOHN BUSBY, Senior Vice President of Consumer Insights & Marketing

John Busby is Senior Vice President of Consumer Insights & Marketing at Marchex. Since 2010, John has run the

Marchex Institute, a consumer insights group that publishes findings on mobile advertising, call analytics and

online-to-offline commerce. The Marchex Institute also provides custom research and consulting services for

key customers on their mobile and call-ready advertising campaigns. Previously, John served as Vice President,

Product Engineering. Prior to joining Marchex in 2003, he held various product and program management roles

at InfoSpace’s consumer and wireless divisions, Go2net and IQ Chart.

John has a bachelor’s degree from Northwestern University.

POOM POOCHAIYANONT, Analytics Manager, Marchex InstitutePoom Poochaiyanont is an Analytics Manager at the Marchex Institute. He’s responsible for providing multi-

channel analytics consulting and strategic consumer insights to Marchex’s key clients, with the goal to help

improve ROI in their digital advertising. Prior to joining Marchex, Poom spent more than seven years working as

an independent SEO consultant to help many local businesses in Seattle improve their online visibility.

Poom is an avid runner and collects old vinyl records in his spare time.

SOPHIA ROBINSON, Analytics Manager, Marchex InstituteSophia Robinson is an Analytics Manager at the Marchex Institute. She’s responsible for providing multichannel

analytics consulting and strategic consumer insights to Marchex’s key clients, with the goal to help improve ROI

in their digital advertising. Prior to joining Marchex, Sophia spent nine years in data visualization and analytics in

diverse fields such as astrophysics, body building and insurance.

Sophia has bachelor’s degrees in physics and mathematics from University of Washington. She also minored in

music, and is pursuing a side project composing and arranging original music.

ABOUT THE MARCHEX INSTITUTE

The Marchex Institute is a team of data scientists and

senior analysts that deliver customized reports and

insights for clients of our Call Marketplace and Call

Analytics products. These findings inform business

decisions and measurably boost ad campaign returns.

The Institute’s insights and analyses have landed

headlines in The Wall Street Journal, USA Today,

Forbes and other national media outlets.

1. http://blog.biakelsey.com/index.php/2015/06/24/calls-to-businesses-from-mobile-devices-will-reach-162-billion-by-2019/

2. http://www.marchex.com/institute/4-billion-blind-spot

3. http://www.mediapost.com/publications/article/254072/xaxis-light-reaction-teams-with-marchex-for-click.html

4. Bureau of Labor Statistics

5. http://blog.marchex.com/2013/12/18/new-marchex-call-analytics-data-ranks-which-businesses-get-consumers-cursing-over-the-phone/

INSTITUTE