Switching from a traditional landline phone system to Voice over Internet Protocol (VoIP) means making calls using your internet connection rather than dedicated telephone lines. For many UK small businesses and SMEs, this change can improve call quality, reduce costs, and add flexibility, but it also requires careful consideration of your existing IT setup and internet reliability.
Why call quality and reliability matter for your business
Clear, uninterrupted phone calls are essential for maintaining professional communication with customers, suppliers, and partners. Poor call quality or dropped calls can frustrate clients, harm your reputation, and reduce staff productivity. Unlike landlines, VoIP depends on your internet connection and network configuration. If your broadband is unstable or your network isn't optimised, call quality may suffer. Additionally, VoIP systems need to be properly secured to protect against cyber risks such as call interception or denial-of-service attacks, which could disrupt your communications.
A typical SME scenario
Consider a UK-based company with around 50 employees currently using a traditional landline system. They want to switch to VoIP to take advantage of features like call forwarding, voicemail-to-email, and remote working capabilities. Their IT partner begins by assessing their broadband speed, network hardware, and firewall settings to ensure the system can handle VoIP traffic without lag or dropouts. They also set up secure access controls and multi-factor authentication to reduce cyber risks. After deployment, the company experiences clearer calls and staff can take calls from home or on mobile devices, improving flexibility and customer service.
What to check before switching to VoIP
- Internet connection quality: Ask your provider about minimum bandwidth and latency requirements for VoIP. Test your current broadband speed and stability during peak hours.
- Network readiness: Check if your existing routers and switches support Quality of Service (QoS) settings to prioritise voice traffic.
- Security measures: Confirm that your IT provider uses encryption, firewalls, and access controls to protect your VoIP system.
- Compliance considerations: Ensure call recordings and data handling comply with UK GDPR and Data Protection Act 2018, especially if you handle sensitive customer information.
- Service level agreements (SLAs): Review uptime guarantees, support response times, and escalation procedures with your VoIP provider.
- Disaster recovery: Ask how calls are routed during internet outages and if there are backup options like call forwarding to mobiles.
- Integration needs: Consider whether the VoIP system integrates with your CRM or other business tools for efficiency.
Next steps
Moving to VoIP can offer significant benefits, but it's important to plan carefully and work with an IT partner who understands your business needs and network environment. A trusted managed IT provider can help assess your readiness, recommend suitable solutions, and manage the transition smoothly while maintaining security and compliance. Taking these steps will help ensure your phone system supports your business effectively without unexpected disruptions.