Phone call anxiety is becoming an increasingly common experience. Google searches for the condition have soared 3,547% over the past year, while millions of TikTok users share experiences of avoiding calls, replaying conversations, and delaying important discussions.
New research from Answering Service Care reveals that routine phone calls cause extreme stress for 43% of adults aged 18–24. More than half of young adults delay making important calls, while 1 in 5 have cried during a phone conversation.
Gen Z faces high stress during business calls
The survey of 2,003 Americans found that routine business phone calls are more than three times as stressful for Gen Z as they are for people aged over 55. While 43% of 18–24-year-olds describe routine calls, such as booking an appointment or checking an order, as very or extremely stressful, just 13% of over-55s say the same.
1 in 5 young adults admit they have cried during a call to a business.
Young adults delay necessary phone calls
While phone call anxiety affects every generation, younger adults feel it most acutely.
More than half (51%) of adults aged 25–34 admit they regularly put off making necessary calls to companies, representing the highest proportion of any age group. Among 18–24-year-olds, 41% report doing the same, while 39% of over-55s also admit to postponing important calls. Furthermore, 35% of 18–34-year-olds say they would rather speak to an AI assistant than a human adviser if it meant avoiding small talk.
Alexandria Williams, Licensed Professional Counselor, explains why younger people struggle: “Younger generations have grown up communicating primarily through text and social media, where there’s more time to think, edit, and control how we present ourselves. Phone calls remove that buffer, requiring people to respond in real time, tolerate uncertainty, and navigate moments that feel less predictable. When we don’t regularly practise those skills, even a routine phone call can feel like a high-stakes interaction.”
“The phone call is rarely the real source of anxiety. More often, it’s the uncertainty surrounding the interaction. Our minds begin imagining being judged, saying the wrong thing, being rejected, or not knowing how the conversation will unfold. The phone simply becomes the place where those fears show up.”
The emotional impact of phone interactions
Respondents described a range of negative emotions when dealing with companies over the phone. Across all age groups surveyed
- Many experience genuine anxiety. 18% have felt genuine anxiety before or during a business call.
- Some callers give up. 18% have given up because they could not get the help they needed.
- Some lose their temper. 18% have lost their temper or raised their voice.
- Calls can leave people feeling worse. 16% finished the call feeling worse than when they started.
- Some interactions trigger tears. 12% have cried or become upset during a call.
The emotional toll is higher among 18–24-year-olds
- Anxiety levels peak. 22% experienced genuine anxiety during a business call.
- Callers become upset. 21% cried or became upset.
- Calls can worsen situations. 24% felt the conversation made their situation worse.
- Issues remain unresolved. 20% hung up without resolving the issue and never called back.
- Young adults fear judgment. 17% said they felt embarrassed or judged.
By comparison, just 8% of adults over 55 have cried during a business call, while 16% felt the interaction made their situation worse.
Williams provides advice on how to manage the psychological triggers behind phone call anxiety: “Anxiety is often less about the phone itself and more about what our brain predicts could happen. Most people aren’t afraid of talking. They’re afraid of what the conversation might mean. Fear of being judged, disappointing someone, sounding incompetent, conflict, or uncertainty can all activate the nervous system.”
“Before making the call, pause and ask yourself, ‘What am I feeling, and why?’ Naming the emotion helps shift your brain out of autopilot and into awareness. Then prepare a few notes, take a slow breath, and remind yourself that the goal isn’t to be perfect, it’s simply to have the conversation. Every successful phone call teaches your nervous system that discomfort doesn’t equal danger.”
Can AI customer service reduce call anxiety?
The research also explored how callers react to AI-powered customer service systems. Callers were slightly less likely to report feeling anxious, embarrassed, or upset when interacting with an AI system than with a person.
15% reported genuine anxiety during an AI call, compared with 18% when speaking to a human adviser. Additionally, 9% became upset during AI interactions, compared with 12% during conversations with a human adviser.
However, respondents were more likely to give up because they could not get the help they needed when dealing with AI (23%) than with a human adviser (18%). They were also more likely to hang up without resolving their issue (18% versus 15%).
Addressing the role of AI, Williams said: “AI may reduce the pressure of small talk and make people feel more comfortable taking the first step, which can be helpful. However, if it becomes a way to avoid human interaction altogether, it can unintentionally reinforce the belief that conversations with real people are unsafe. Ideally, AI should be a bridge that builds confidence, not a substitute for practicing meaningful communication.”
On how companies can adapt, Williams added: “Businesses can reduce phone call anxiety by creating more predictability. Let customers know approximately how long the call will take, explain the next steps, and train staff to communicate with patience and clarity. When people know what to expect, their nervous system has fewer gaps to fill with worst-case scenarios.”
Logan Shooster, Vice President at Answering Service Care, said: “Phone call anxiety has become a huge issue for many people, particularly younger adults who have grown up communicating primarily through texting. Our research shows that it’s not just making the call people worry about, it’s whether they’ll be listened to, understood and actually get the help they need.”
“Technology can make customer service quicker and more convenient for routine enquiries, but these findings show that reducing anxiety isn’t just about removing human interaction. It’s about giving people confidence that their problem will be solved.”