Upgrading your phone system to support remote working means moving away from traditional landlines or outdated setups to a modern Voice over Internet Protocol (VoIP) system. This allows your staff to make and receive calls through the internet, using laptops, smartphones, or dedicated VoIP phones, regardless of their location. For UK SMEs adapting to flexible or hybrid working, this change can help maintain seamless communication without the need for physical office phones.
Why this matters for UK SMEs
Reliable communication is vital for productivity and customer trust. Older phone systems may not support remote access well, leading to missed calls, poor call quality, or even downtime during internet outages. This can frustrate customers and staff alike, impacting your business reputation and efficiency. Additionally, VoIP systems often include security features such as encryption and multi-factor authentication (MFA), which help protect sensitive conversations and comply with UK data protection standards like the Data Protection Act 2018 and ICO guidance.
Without upgrading, your business risks operational disruptions and potential data exposure. For example, if remote workers use unsecured connections or personal devices without proper security controls, it could open the door to cyber threats. A modern VoIP system integrated with your IT infrastructure can centralise management, enforce access controls, and provide audit trails useful for compliance and incident response.
A practical scenario
Consider a UK-based SME with 50 employees, half of whom work remotely. Their existing phone system is a traditional PBX tied to the office location. Remote staff rely on personal mobiles or third-party apps, causing inconsistent call handling and lost business opportunities. After consulting a managed IT provider, they upgrade to a cloud-based VoIP solution that routes calls seamlessly to any device with secure login. The provider also implements MFA and regular backups of call data. As a result, the business sees improved call reliability, better customer service, and enhanced security aligned with Cyber Essentials recommendations.
What to ask your IT provider
- Does the VoIP system support secure remote access with MFA and encryption?
- How does the provider ensure call quality and uptime, especially during internet disruptions?
- Can the system integrate with existing tools like CRM or helpdesk software?
- What are the data retention and backup policies for call recordings and logs?
- Are there clear service level agreements (SLAs) covering support response times and incident handling?
- How is user access managed and audited to meet UK compliance standards?
Simple internal checks
- Review current call volumes and identify pain points for remote staff.
- Check if your internet connection and hardware support VoIP requirements.
- Verify that staff devices have updated security software and strong password policies.
- Ensure your current phone system vendor supports remote working features or if an upgrade is necessary.
- Assess if call data is securely stored and backed up regularly.
Upgrading your phone system for remote working is a practical step to improve communication, security, and compliance for your UK SME. Speak with a trusted managed IT provider or IT advisor who understands your business needs and can guide you through selecting and implementing the right VoIP solution without unnecessary complexity.