Every modern office needs a phone system that works as hard as its team does, and most businesses have landed on Voice over Internet Protocol (VoIP). Unlike traditional copper-wire phone lines, VoIP transforms your voice into digital signals, letting you make calls directly through the internet.
As the mobile VoIP market races toward $327.5 billion by 2031, it’s no surprise why. Research shows this explosive growth is fuelled by VoIP’s remarkably low maintenance and setup costs, minimal IT staff requirements, and strong reliability. In other words, it’s the most cost-effective and frictionless option for small and medium-sized businesses. At the same time, VoIP still grants access to robust features like Combined with robust features like video conferencing, voicemail-to-email, and automated attendants. With this in mind, let’s look at how to set up VoIP for small businesses.
Determining how to set up VoIP really comes down to what your business truly needs. Start by counting your users—include everyone from front desk staff to remote workers who’ll need phone access. Next, consider your daily communication patterns. Do your teams frequently hold conference calls? Are video meetings essential? Make note of the business tools you already use, like Salesforce or HubSpot, as you’ll want your VoIP system to play nicely with these CRMs.
Next, prioritise your must-have features. Standard features include basics like voicemail, call forwarding, and caller ID. Advanced features might include video conferencing, call recording, or advanced analytics. While it’s tempting to opt for all available features, focus on what will actually streamline your workflow—you can always scale up later.
Our VoIP checklist can help you track these requirements.
Selecting the right VoIP provider is crucial for long-term success. Start by comparing pricing structures—look beyond the basic per-user cost to understand any hidden fees, setup charges, or hardware requirements. The cheapest option isn’t always the most cost-effective in the long run. For example, a provider offering a low monthly fee might charge exorbitant rates for additional features like international calling or advanced call routing. If you need these features, you could end up with a much higher bill than you expected.
Perhaps most importantly, reliability should be at the top of your checklist. A phone system that goes down could cost you valuable business hours and hurt customer trust. Research provider uptime guarantees and redundancy measures. Equally important is responsive customer support—look for providers offering 24/7 assistance and multiple support channels.
Lastly, consider how flexible the provider is with customisation. Can you easily add or remove users? Do they offer the ability to create custom call flows or modify features based on your needs? Read customer reviews focusing specifically on setup experience and ongoing support quality so you can be confident you’ll be covered for your whole journey.
Modern VoIP setups offer multiple hardware options to suit your needs, including softphones and hard phones. VoIP-enabled desk phones provide a familiar experience with enhanced features, while USB headsets paired with softphones offer flexibility for remote workers. And if you want to keep your existing phones, VoIP adapters can bridge the gap. Choose hardware that matches your office environment and user preferences—some staff might prefer traditional handsets while others work better with wireless headsets.
The transition begins with porting your existing phone numbers to avoid business disruption. Your VoIP provider will handle this process, which typically takes 2-4 weeks. Meanwhile, set up your user profiles, configure voicemail boxes, and establish extension numbers. This is also the time to design your call flows—create auto-attendant scripts, set up call queues for departments, and configure call routing rules to ensure customers reach the right person every time.
Success depends on your team’s comfort with the new system. Schedule training sessions focusing on daily tasks like making calls, transferring customers, and accessing voicemail. Create quick-reference guides for common features and ensure everyone knows how to use any required software. Before going live, conduct thorough testing—check call quality across different devices, verify all features work as intended, and run through various scenarios like power outages or internet disruptions.
Your VoIP system needs ongoing attention to perform at its best. Schedule regular performance checks to monitor call quality and system health. Keep security tight with regular audits and prompt software updates. Most importantly, ensure your team knows how to reach customer support when needed—a good provider offers 24/7 assistance through multiple channels. Consider appointing an internal point person to manage common issues and coordinate with your VoIP provider when necessary.
