A telephone meeting is when an organisation talks to a customer over the phone instead of meeting face to face. It is a simple way to hold a meeting because all you need is a phone – no camera, computer or special software.
Benefits
- No specialist equipment – you only need a telephone, not a camera, microphone or computer.
- No technical knowledge – anyone who can make a call can take part.
- Cheap – calls cost very little, especially compared with travelling to a meeting.
- Reliable – the spoken connection is normally clear, and there is no video stream or large file to slow it down.
Drawbacks
- Because the conversation is voice-only, you miss visual clues such as a puzzled look or crossed arms, so it is hard to tell if the customer is confused or unhappy.
- Information cannot be shared or displayed – you cannot show a photo, diagram or document during the call.
- It relies on verbal communication only, so details can be forgotten or misheard.
- There is no record of the conversation unless someone writes notes.
- Misunderstandings can happen, especially with numbers or technical words.
- If the customer is not expecting the call, they might let it ring out or send it to voicemail.
For example, a bike repair shop might phone a customer to say the repair is finished and the bike is ready to collect. The call is quick and cheap, but the shop cannot send a photo of the repair, and if the customer later thinks the price was different, there is no written record of what was agreed.