7 crucial questions to ask when choosing a VoIP provider for PSTN Switch Off

How many calls can I make at a time?

VoIP allows your business to make and receive multiple calls over an internet connection at the same time, without needing to buy additional phone lines. The number of concurrent calls depends on the available bandwidth and your service provider’s policy.

Your potential VoIP provider should be able to assess your requirements and help you evaluate how many lines you’ll need. They should ask you questions about how much usage you anticipate, whether your sales or support staff have large call volumes, and if you’re running a call centre.

In addition, make sure you check their policies, processes and costs associated with adding or removing users. Some providers only allow businesses to increase lines, so ensure whoever you choose allows you to adapt to any business changes.

Do I need an existing VoIP phone and what other equipment will I need?

You have a wide range of hardware options when you choose a VoIP service. And because VoIP is based on open standards, you can use hardware manufactured by many different suppliers.

In fact, you can even get away with not buying any dedicated phone hardware at all. Instead, your business could use apps running on mobile phones and laptops. It all depends on your particular business model, whether you employ a hybrid working policy, and how you want your employees to operate.

Whatever equipment route you choose, be wary of a provider that insists on selling you lots of hardware or tying you to a specific brand without evaluating your business needs first. Some providers may also want to sell you phones that aren’t compatible with other platforms, which will make it difficult for you to switch later.

What features do you offer and what should I consider?

All VoIP systems can make and receive voice calls, put conversations on hold, transfer calls and mimic the functions of phone hardware. Additional features that could be available to you include video conferencing, conference calls, auto dialling, automatic service failover, call analytics and editable call flows.

You may also want instant messaging (IM), custom reporting, data export or call encryption. In addition, your sales and support staff may need to integrate with your customer relationship management (CRM) and helpdesk apps. If that’s the case, look for a provider that offers prebuilt integrations for the software you already use.

We won’t go into all the detail here, but make sure you know the extent of what’s on offer and what you’ll need, and if you can vary functionality by user rather than across the board. Taking another perspective, don’t add more features than your business requires, otherwise you’ll be needlessly paying for redundant functionality.

How will you help me through the setup phase?

During your conversations with your potential VoIP providers, ask them what support they offer during setup and onboarding. You may likely need some help establishing new technologies, deploying hardware and installing apps.

Is their help limited to written guidance? Is video-based or live one-on-one training provided? You may have a knowledgeable in-house tech team that can handle every aspect of the installation, or you may need steering through the process one step at a time. Whatever your requirements, make sure your potential supplier has everything covered.

Will my employees need training and what do you provide?

If a potential VoIP provider tells you that your employees won’t need any training, that’s a red flag. It’s likely what the provider really means is that they don’t offer training.

Although VoIP can be far more user-friendly and intuitive than an analogue phone system, getting familiar with it may take some time and training. Particularly if you choose additional features that many of your employees might not be familiar with.

Make sure your potential provider offers training in a format that suits you and your employees.

Are there any hidden costs when switching to VoIP?

Make sure you know exactly what your VoIP package is going to cost your business. Ask about all the up-front costs and recurring subscription costs. Sometimes, a quote will include only basic features, excluding the capabilities that most businesses require to function successfully. Check whether there are any further additional charges and whether your plan includes unlimited calls.

Additional costs could relate to bolt-on packages, international calls or termination fees. Try to avoid being locked into a long-term contract as well, as this can limit your future flexibility. It’s important that you have the full financial picture and can compare like with like.

What level of ongoing support can I expect?

If things go wrong or you need a helping hand, you need to know that you can count on your chosen provider. Ask whether you’ll have a dedicated account manager, and what the average response times are for support tickets.

Also, check whether support is outsourced to another country in a different time zone and what the hours of support are. Can you reach them through a range of communication channels quickly and easily? Perhaps test the response times yourself before you sign up.