Many Australian small and mid-sized businesses are adopting Voice over Internet Protocol (VoIP) phone systems to reduce costs and increase flexibility. But a common question is whether these VoIP systems perform well over typical home internet connections, especially when staff work remotely or from home offices. The short answer is: VoIP can work effectively on home internet, but it depends on the quality and setup of the connection.
Why connection quality matters for VoIP
VoIP converts voice calls into data packets sent over the internet. Unlike traditional phone lines, VoIP relies heavily on a stable, fast internet connection with low latency (delay) and minimal packet loss. Home internet connections, particularly in Australia, can vary widely in speed and reliability depending on location, provider, and plan. If the connection is slow, congested, or inconsistent, call quality may suffer with issues like dropped calls, echoes, or delays.
For a business, poor VoIP call quality impacts customer trust and staff productivity. Imagine a customer service team struggling to hear clients clearly or having calls drop mid-conversation. This not only frustrates customers but also wastes employee time and can harm your brand reputation. Additionally, unreliable VoIP can disrupt internal communications, leading to missed opportunities or errors.
A typical scenario: 50-person business with mixed office and remote staff
Consider a 50-employee Australian business with a central office and some staff working from home. The company switches to a cloud-based VoIP system to unify communications. The office has a high-quality business-grade internet connection, but many remote workers rely on standard home NBN plans. Some remote staff experience frequent call dropouts and poor audio, which affects their ability to handle customer calls effectively.
The company's IT partner conducts a network assessment and identifies that some home connections have insufficient upload speeds and high latency. They recommend staff upgrade to higher-tier NBN plans where possible and configure Quality of Service (QoS) settings on home routers to prioritise VoIP traffic. The IT partner also suggests using Ethernet connections instead of Wi-Fi where feasible to improve stability. After these changes, call quality improves significantly, boosting remote worker productivity and customer satisfaction.
Checklist: What to do before and after deploying VoIP on home internet
- Ask your IT provider: What minimum internet speeds and latency levels do you recommend for VoIP? Do you offer network assessments for remote workers' home connections?
- Check your current internet plans: Verify upload and download speeds and latency using tools like speedtest.net. Aim for at least 1.5 Mbps upload per concurrent call.
- Test call quality: Conduct trial VoIP calls from home offices during peak and off-peak hours to identify issues.
- Review router settings: Ensure routers support QoS and configure them to prioritise VoIP traffic.
- Consider hardware: Use wired Ethernet connections and quality VoIP phones or headsets rather than relying solely on Wi-Fi or softphone apps.
- Plan for redundancy: If possible, have backup internet connections or mobile data options for critical staff.
Next steps for Australian SMBs
VoIP can deliver significant benefits for Australian small and mid-sized businesses, including cost savings and improved flexibility. However, to avoid disruptions, it's important to assess and optimise home internet connections for remote staff. Working with a trusted managed IT provider who understands both VoIP technology and local internet conditions can help you plan and maintain a reliable phone system that supports your business needs.
If you're considering VoIP or experiencing call quality issues, reach out to an experienced IT advisor to review your current setup and recommend practical improvements tailored to your team's work environment.