Maximising reliability in your VoIP system – how to choose the right provider

VoIP (Voice over Internet Protocol) can change the way you communicate and offer business benefits like flexibility and cost savings. But if your calls drop mid-conversation or you sound like you’re in an echo chamber, it can slow your team down, annoy your customers, and dent your reputation.

Here’s how to make sure your VoIP setup is reliable, from picking the best VoIP for small business to using features like QoS (Quality of Service) and bandwidth management.

Why is reliability important when it comes to VoIP?

No one wants a dodgy connection. Missed calls or patchy audio are more than a passing irritation. They make you look unprofessional. As well as keeping your team in sync, a reliable VoIP service can be the difference between leaving a great impression and losing trust.

How do I choose a good VoIP provider?

Choosing from the crowd of VoIP providers doesn’t have to be difficult. With a clear idea of what your business needs, you can find the ideal provider that delivers reliability, flexibility, and room to grow. Here’s what to focus on:

• Call volume

Are you handling a steady stream of calls or just the occasional few? And are they local, national, or international? Matching your provider’s capabilities to your needs is step one.

• VoIP features

Think about the features you need. Essentials like voicemail and call forwarding often come as standard with VoIP systems, but you can also explore advanced options. Some examples include auto-attendant, which automatically answers and routes calls, such as 'For sales, press 1', Interactive Voice Response (IVR) – voice-driven menus for self-service or spoken requests – and call analytics.

• User-friendliness

A simple, intuitive system saves time and frustration. Check if the provider’s interface is easy to use and whether they offer mobile apps with the features you need to keep your team connected.

• Trial periods or demos

A trial or demo lets you see how the system works in real-world scenarios so you can see if it’s a good fit before you commit. It also shows the provider’s confidence in their service.

• Cost transparency

No one likes hidden fees popping up. Make sure your provider is upfront about pricing, including add-ons, international calls, and scalability, so you know exactly what to expect – and what you’re paying for.

• Growth plans

Your business isn’t standing still, and your VoIP phone system should keep up. Look for a provider that can easily grow with you, whether that’s adding lines, new features, or integrated apps or tools.

• Integration

Make sure your VoIP setup works well with your CRM, customer support platforms, or project management systems. This can smooth the transition and make life easier for your team.

Discover what unified comms is and how it can benefit your business.

• Reliability

Reliability is everything when it comes to VoIP. Look for providers who promise consistent performance with Service Level Agreements (SLAs) that guarantee uptime and clear plans for handling disruptions.

• Quality of Service

Quality of Service (QoS) gives your voice calls over other internet traffic, helping them stay crystal-clear even during busy periods. While QoS is usually a standard feature or an add-on, it may not be included in budget or basic options.

• Bandwidth management

Some providers also offer tools like real-time monitoring, proactive alerts, and optimisation techniques such as data compression to keep your traffic running smoothly. Look for these features to avoid dropped calls.

• Security features

Your VoIP system handles sensitive info, so strong security isn’t optional. Look for providers that offer encryption, secure data transmission, and protection against hacking or fraud.

• Customer service

Good customer support makes all the difference. Look for a provider that offers 24/7 help, proactive updates, and guidance during onboarding to keep things running smoothly.

Here’s more on how technology can improve customer communication.

How to choose the right provider

From call quality to security and growth, every decision counts. Take the time to explore your options, test the systems, and ensure your provider ticks all the boxes. With the right VoIP setup, you’ll communicate seamlessly, reliably, and without the headaches.

And for personalised 1-2-1 advice on getting the best out of your VoIP system, get in touch with our expert V-Hub advisers.