Deciding whether to manage your business's VoIP (Voice over Internet Protocol) phone system yourself or to engage IT support is a critical choice for many Australian small and mid-sized businesses. VoIP systems replace traditional phone lines with internet-based calls, offering flexibility and cost savings, but they also require ongoing technical care to ensure reliability, security, and optimal performance.
Why this matters for Australian SMBs
VoIP downtime can directly impact your ability to communicate with customers and suppliers, leading to lost sales and damaged reputation. Unlike traditional phones, VoIP systems depend on your internet connection and network setup, making them vulnerable to outages, configuration errors, or cyber threats such as call interception or fraud. If your team cannot make or receive calls, or if calls drop frequently, productivity suffers and customer trust can erode quickly.
Additionally, Australian privacy regulations expect businesses to protect customer data, including call recordings or personal details shared during calls. Mismanaged VoIP systems can expose sensitive information or fail to comply with data retention policies, increasing compliance risks.
A common scenario: How IT support can help
Consider a 50-person Australian business using VoIP for all internal and external calls. Initially, they set up the system themselves using online tutorials and vendor guides. After a few months, they experience frequent call drops during peak hours and some staff report poor call quality. Attempts to troubleshoot internally take time away from core business activities and don't fully resolve the issues.
Engaging a managed IT provider, the business gains access to experts who assess their network bandwidth, prioritise VoIP traffic, and implement quality of service (QoS) settings. The provider also configures secure access controls and monitors the system proactively, reducing downtime and improving call clarity. This allows staff to focus on their roles while the IT partner handles ongoing maintenance and security updates.
Practical checklist: What to consider and ask
- Questions for your IT provider: How do you monitor and maintain VoIP system uptime? What security measures do you implement to protect calls and data? Can you support integration with our existing business software?
- Reviewing proposals or SLAs: Look for guaranteed response times for outages, clear scope of support (hardware, software, network), and transparency on costs for upgrades or additional features.
- Internal checks you can perform: Verify that your internet connection has sufficient speed and stability for VoIP; confirm that only authorised staff have admin access to the phone system; ensure passwords are strong and changed regularly.
Managing a VoIP system yourself is possible if you have dedicated IT knowledge and time, but the risks of downtime, security breaches, and compliance issues can outweigh the cost savings. Partnering with a trusted IT provider experienced in VoIP can help ensure your phone system supports your business smoothly and securely.
If you're uncertain about your current setup or considering a new VoIP system, it's wise to consult with a managed IT service provider or IT advisor who understands the specific needs of Australian small and mid-sized businesses. They can help assess your situation, recommend improvements, and provide ongoing support tailored to your operations.