Voice over Internet Protocol (VoIP) phone systems rely on your internet connection to make and receive calls, which means call quality can fluctuate depending on several technical factors. Unlike traditional phone lines, VoIP converts your voice into data packets that travel over your network. If your internet speed, network setup, or hardware isn't optimized, you might experience issues like choppy audio, delays, or dropped calls.
Why call quality matters for Canadian SMBs
For small and mid-sized businesses in Canada, poor VoIP call quality can directly impact customer experience and staff productivity. Imagine a sales team struggling to close deals because clients can't hear them clearly, or support staff unable to resolve issues due to call dropouts. These disruptions can erode customer trust and slow down daily operations. Additionally, inconsistent call quality may signal underlying network vulnerabilities that could affect other critical services or expose your business to cyber risks.
A typical scenario
Consider a 50-person company in Toronto that recently switched to a cloud-based VoIP system to reduce phone costs and improve flexibility. After the switch, employees report frequent echoes and delays during calls, especially during peak business hours. An IT partner investigates and finds that the company's internet bandwidth is insufficient for the volume of simultaneous calls, and the office Wi-Fi is congested with many devices competing for limited resources. The IT provider recommends upgrading the internet plan, segmenting voice traffic with Quality of Service (QoS) settings on the network, and installing dedicated VoIP phones instead of relying on softphone apps over Wi-Fi. After these changes, call quality stabilizes, improving communication and customer satisfaction.
Checklist: What you can do to improve and assess VoIP call quality
- Ask your IT provider: How is your network configured to prioritize VoIP traffic (e.g., QoS settings)? What internet bandwidth is recommended based on your call volume?
- Review your internet plan: Does your current upload/download speed support the number of simultaneous calls your business needs?
- Check your network hardware: Are your routers and switches VoIP-capable and properly configured?
- Test call quality at different times: Identify if issues occur during peak hours, which may indicate bandwidth congestion.
- Consider wired connections: Are critical VoIP phones connected via Ethernet rather than Wi-Fi to reduce interference?
- Evaluate your VoIP provider's SLA: What uptime and call quality guarantees do they offer, and what support is available if issues arise?
- Monitor security measures: Are your VoIP systems protected against common threats like toll fraud or denial-of-service attacks that can degrade service?
VoIP call quality depends on a combination of your internet connection, network setup, hardware, and service provider. If you're experiencing inconsistent call quality, it's worthwhile to review these factors systematically. Working with a trusted managed IT provider or advisor can help you identify bottlenecks and implement practical improvements tailored to your business needs. Taking these steps can enhance communication reliability, protect your customer relationships, and support smoother day-to-day operations.