In a study published in the British Journal of Guidance and Counselling, 40 experienced telephone counsellors were contacted by a client who was in fact an actor working from a script.
Seven of the counsellors were rated by the caller as extremely helpful, while nine were rated as considerably less helpful. The counsellors who took a more active role in the call, and structured the process, were rated as more helpful.
In another recent study it was found that the dropout rate for clients receiving telephone counselling was only 7.6%, compared with nearly 48% for face-to-face clients.
Advantages and limitations: Video and telephone counselling have become increasingly popular, offering distinct advantages over traditional face-to-face sessions. Here are some key benefits:
- Accessibility & Convenience – No need to travel, making it easier for individuals with mobility issues, busy schedules, or those in remote areas to access support.
- Comfort & Privacy – Many feel more comfortable discussing personal issues from their own home, reducing stress or anxiety that can come with face-to-face meetings.
- Flexible Scheduling – Sessions can be easier to fit into daily life, with more availability and options outside regular office hours.
- Wider Choice of Therapists – Location is no longer a limitation, allowing clients to find a counsellor best suited to their needs, even if they live far away.
- Reduced Costs – No travel expenses and sometimes lower fees compared to in-person therapy.
- Less Pressure – Some people find it easier to open up without the physical presence of a therapist, helping them express feelings more freely.
Of course, face-to-face therapy has its own benefits, like the potential for stronger non-verbal communication and a more personal feel, but for many, video or phone sessions are a highly effective and accessible alternative.
Conclusions
So, what does all this tell us? I think we have to remember that it takes a lot of courage for someone to admit to themselves that they need help, and just as much courage to contact someone to obtain that help. Speaking on the phone or using video may seem less daunting than going to see a counsellor. It is also interesting that the telephone counsellors who were deemed the most helpful took an active role in the call and addressed practical as well as emotional issues.
This evidence supports another study carried out in the US where clients said that they found telephone counselling ‘easier’ because it involved the “counsellor engaging with the client, rather than the client engaging with the counsellor” in face-to-face scenarios.
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About me
Steven Lucas MBACP PNCPS (Accred) is a professional counselling psychotherapist working in Northamptonshire. Read Full Bio.
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Disclaimer: I am not a doctor so this guide should not be considered a replacement for seeking medical advice. It is also not a substitute for obtaining therapy as other factors, such as trauma, need to be considered.
There are pay per click ads on this site for which I may receive a small commission. As an Amazon Associate, I earn from qualifying purchases. This helps to pay for the running of the site. I do not endorse any of the products advertised. This post was crafted with the assistance of AI.