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Why Telephone Communication is Still Important for Businesses

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Since the dawn of emails and other instant communication methods, the number of phone calls which businesses are carrying out has gradually started to reduce. And while there are a myriad of other options out there, you should overlook the humble telephone at your peril. This method of communication still has a number of advantages which can benefit your company. While emails and instant messages tend to be fairly impersonal, telephone communication gives a human element which a lot of customers still appreciate. Not only this, once you have a client on the phone, it is generally a quicker method of conveying information and being able to give instant answers to questions. Phone calls generally provide a higher level of interactivity. Let’s look closer at these reasons and others, which all combine to explain why phone calls are still so important.

Personal Connection

As we just mentioned, there is something reassuring about being able to hear another person’s voice, which makes it much more likely that you can establish a personal connection with them. Even though the clients can’t see you, there is a lot which you can convey through your tone of voice. You can also engage in the type of small talk which doesn’t tend to happen when you send someone an email.


As long as the person who you call is available, you can take care of a lot of your business straight away. And you also have the backup of voicemail, so it is worth having a decent system in place – you can buy 1300 numbers here. You can deal with issues immediately on the phone, whereas there is sometimes a great deal of waiting involved through other communication methods.


The problem with emailing is that it opens the door for miscommunication to occur. Something can appear rude or abrupt, which is not the way that you originally intended it to be. Your tone of voice helps to give an extra dimension and emotions to your words, which, in turn, plays a big part in increasing the overall effectiveness of the communication. You can even use body language such as smiling, standing and walking around etc to get your points across. And if either one of you is not happy with something, you can aim to clarify the issue straight away.


Thanks to teleconferencing software, it is easier than ever to get a number of participants involved in one call at once. And this brings in an extra level of interaction to your phone calls, allowing you to view documents and presentations, surf the internet etc. This also ensures that you are saving a great deal of money on the travel and meeting costs involved in getting all of these people together in the same room at once.


When you write something down, there is a clear paper trail which can end up being problematic – especially if you want to discuss sensitive and confidential issues. There is also a sense of impersonality involved in sending an email ahead of making a phone call. And without the opportunity for a two-way conversation, you are risking some of these sensitive issues being misinterpreted. If you are going to record a phone call, this needs to be made very clear right from the offset. This is something which can be beneficial for training purposes, so you and your staff can identify issues and work out what you could do better next time.


When you are sending out digital communications, there is always the risk that they could end up getting intercepted and read by the wrong people. And while there is also a risk involved in phone calls, it tends to be lesser as long as you trust the customers with whom you are talking. There is also a growing issue with people answering emails or texts at dangerous moments such as when they are driving. The development in hands-free technology means that this doesn’t have to be such a dangerous issue when it comes to making phone calls.

Telephone communication certainly still has its role to play in modern businesses, and these are just a few of the main reasons why this is the case. Ultimately, it will help you out in a big way to create a phone policy for your business, as well as engaging in training sessions to improve how you speak to customers.