Clear and reliable voice calls are essential for any Australian business using VoIP (Voice over Internet Protocol) phone systems. Improving call quality means reducing issues like choppy audio, delays, dropped calls, or echoes, which can frustrate both your staff and customers. VoIP call quality depends on your internet connection, network setup, and the configuration of your phone system.
Why call quality matters for Australian SMBs
Poor call quality can directly affect your business operations. If your team struggles to communicate with clients or suppliers, it can lead to misunderstandings, lost sales, and damaged relationships. For example, a customer support team relying on VoIP phones with frequent call drops may lose customer trust and face negative reviews. Additionally, ongoing call issues can reduce staff productivity as employees spend extra time repeating information or troubleshooting problems instead of focusing on their work.
A typical scenario and how an IT partner can help
Consider a Melbourne-based marketing agency with 50 employees using a cloud-based VoIP system. They notice increasing complaints about poor call quality, especially during peak hours. Their IT provider investigates and finds the network bandwidth is insufficient during busy times, and some older network switches are causing packet loss. The provider recommends upgrading the internet plan, replacing outdated hardware, and implementing Quality of Service (QoS) settings to prioritise voice traffic. After these changes, call quality improves significantly, reducing disruptions and improving client conversations.
Checklist: How to improve VoIP call quality
- Check your internet connection: Ensure your broadband speed and stability meet the VoIP provider's minimum requirements. Ask your IT provider about your current bandwidth and if it supports your call volume.
- Prioritise voice traffic: Implement Quality of Service (QoS) on your network equipment to prioritise VoIP packets over less critical data like downloads or streaming.
- Update network hardware: Replace old routers, switches, or cables that may cause packet loss or latency.
- Test Wi-Fi coverage: If using wireless VoIP phones, ensure strong and consistent Wi-Fi signals in all work areas to avoid dropouts.
- Review VoIP provider settings: Confirm codec settings and call routing configurations are optimised for your network.
- Ask your IT provider: What monitoring tools do you use to track call quality? How quickly can you respond to call issues? What SLAs cover call uptime and quality?
- Train staff: Encourage employees to report call problems promptly and provide basic troubleshooting steps like rebooting phones or checking cables.
Improving VoIP call quality often requires a combination of network upgrades, proper configuration, and ongoing monitoring. If you experience persistent call issues, it's wise to consult a trusted managed IT provider who understands both your business needs and the technical aspects of VoIP systems. They can assess your current setup, recommend targeted improvements, and help maintain reliable communication that supports your business growth.