Number People

How AI Voice Agents Can Fix 5 Frustrating Customer Service Moments

Erin Thorpe-Downey — Fri, 08 May 2026 08:15:25 +0000

Twenty-five minutes. That’s how long you’ve been staring at the wall, phone pressed to your ear, listening to the same eight bars of hold music loop for the fourth time. The problem you called about? Still unsolved.

Phone-based customer service has spent decades perfecting the art of making people feel like an inconvenience. But a new generation of AI voice agents is changing the mechanics of those interactions, with swift and effective results. Here are five frustrations customers know all too well, and how that technology is quietly fixing them.

1. The never-ending hold music

You call. You’re told your call is important. You wait. And wait. And wait some more. Hold times are one of the biggest complaints in customer service, and they happen because there simply aren’t enough human agents to handle every call at once.

AI voice agents pick up immediately, whether one person is calling or a thousand. There’s no queue to join, no hold music to endure. Just an answer, the moment you call.

2. Being transferred over and over again

“Let me transfer you to the right department.” These are the words no one wants to hear, especially when it happens more than once in the same call. Every transfer means starting over, re-explaining your situation, and hoping the next person can actually help.

AI voice agents don’t pass you around. Built with access to the systems and information they need, they can handle most queries from the first moment to the last. And when a human agent genuinely is the right person for the job, the handover comes with full context already attached, so you’re not starting from scratch again.

3. Repeating yourself (and your account number, and your postcode…)

Few things are more demoralising than having to explain your problem multiple times to multiple people. Every time you do, you’re essentially being told that the company doesn’t remember you and doesn’t care enough to keep track.

AI voice agents can pull in customer data before the conversation even starts. They know who you are, why you might be calling, and what’s happened before. No security questions, no account numbers, no starting from scratch.

4. Only being able to call during office hours

Most customer service lines close at 5pm. Most problems, inconveniently, do not. Whether it’s a broadband outage at 11pm or a billing question on a Sunday, the answer is often the same: try again on Monday.

AI voice agents don’t keep office hours. They handle calls at 11pm the same way they handle calls at 11am, which means customers get help when the problem actually happens, not when it’s convenient for the business.

5. Speaking to someone who can’t actually help

Sometimes you get through quickly, only to find that the person on the other end doesn’t have the access, authority, or knowledge to fix your problem. It’s not their fault, but it’s still a dead end.

AI voice agents can be trained on the specific processes, policies, and systems of your business. They know what they can handle and where their limits are, so escalation to a human happens because it’s the right call, not because nobody else knew what to do.

What We Think

Here at Number People, we can’t wait to embrace the use of AI voice agents, especially with some exciting new services coming to our customers soon. For more information on new products and services keep an eye on our blog or on our newsletters.

What Is A Softphone?

Erin Thorpe-Downey — Thu, 23 Apr 2026 15:36:54 +0000

If you’ve been looking at ways to upgrade your business phones, you’ve probably seen the word “softphone” pop up. It sounds like technical jargon, but the idea is actually very simple. Understanding it could save you a lot of money and make life much easier for your team.

The Simple Definition

A softphone is a software application that lets you make and receive phone calls over the internet, using a device you already own a laptop, desktop, or smartphone. There’s no physical handset required.

Think of it like this: instead of plugging a desk phone into a wall socket, you install an app and plug in a headset. You get the same functionality; calls, voicemail, hold, transfer, but everything runs through your internet connection and lives on a screen.

How does a Softphone work?

Softphones use a technology called VoIP (Voice over Internet Protocol). Rather than transmitting your voice through traditional copper telephone lines, VoIP converts your voice into digital data packets and sends them over the internet, the same way an email or a video call travels.

When someone calls your business number, the call is routed through your VoIP provider to your softphone app. From the caller’s perspective, it’s a completely normal phone call. From your end, you answer it by clicking a button on your screen.

Most softphones connect to a cloud-based phone system, which handles call routing, auto-attendants, voicemail, and call recording in the background.

Why Are Business Owners Making the Switch To Softphones?

1. Significant Cost Savings Traditional phone systems require expensive hardware, installation, and maintenance contracts, softphones eliminate most of that.

2. Your Team Can Work From Anywhere A softphone works wherever there’s an internet connection. Whether your team is in the office, at home, or travelling, they can make and receive calls on their business number. Gone are the days of giving out personal mobile numbers or missing calls because someone isn’t at their desk.

3. One Number, Any Device Your business number follows you. Answer calls on your laptop in the morning, transfer to your mobile for an afternoon out, and pick back up on your desktop the next day.

4. Scalability Adding a new employee to a traditional system means ordering hardware and booking an engineer. With a softphone, you create a new user account, install the app, and they’re ready to take calls.

5. Advanced Features Included Modern softphone platforms go well beyond basic calling, typically including video conferencing, team chat, CRM integration, call analytics, auto-attendants, and call recording.

Is a Softphone Right for Your Business?

It’s almost certainly worth exploring if you have remote or hybrid workers, you’re paying high bills for a traditional phone system, you want to add lines quickly as you grow, or you’d like your phone system to integrate with tools like a CRM. Basically, if you want your team to be reachable whether they’re at a desk, in a coffee shop, or on a train, this is the way to do it.

What We Think

A softphone is a smarter, more flexible way to handle business calls. It removes the need for expensive hardware, frees your team to work from anywhere, and unlocks features that traditional phone systems simply can’t match. We know a thing or two about business communications, and we’re putting that expertise to work. We’ll be launching our very own softphone solution very soon, built with the needs of modern businesses firmly in mind.

If you’d like to be among the first to hear when it’s ready, keep an eye out on our blog, or simply ask our customer service agents, we’ll be sure to let you know when it’s up and running. We think you’re going to love what we’ve been working on. To find out more about our products and services just visit Number People.

5 VoIP Features Every Business Should Use Over Bank Holidays

Erin Thorpe-Downey — Thu, 02 Apr 2026 13:14:31 +0000

Public holidays are a welcome break for your team but for your customers, business doesn’t always stop. They still have questions, problems, and purchasing decisions to make. And if they call your business and get a dead ring or a generic “this number is unavailable” message, there’s a good chance they’ll simply move on to a competitor who seems more reachable.

The good news? A modern VoIP phone system gives businesses the tools to handle calls professionally over any holiday without requiring your entire team to stay glued to their desks. Here are the five features you should have set up before the next bank holiday

Auto-Attendant (IVR)

Think of the auto-attendant as a virtual receptionist that never takes a day off. When a customer calls your business over Easter weekend, instead of being met with silence or an endless ring, they hear a professional greeting, one that tells them your current opening hours, lets them know when you’ll be back, and gives them options for what to do next.

You can set it up to route urgent calls to an on-call team member, direct general enquiries to a voicemail inbox, or even point customers toward your website for self-service answers. It’s a small touch that makes a big difference to how professional and reliable your business appears, even when the office is quiet.

A well-configured auto-attendant also takes the pressure off your team. Instead of worrying about who’s responsible for answering the phone over the bank holiday, the system handles first contact automatically.

Call Forwarding and Hunt Groups

Just because your office is closed doesn’t mean your team is completely unreachable. Call forwarding lets you redirect incoming calls to a mobile, or home phone wherever your staff happen to be. So if a customer calls your main business number on Easter Monday, the call can go straight to whoever is on call that day, without the customer ever knowing they’ve been forwarded.

Hunt groups take this a step further. Rather than routing a call to one specific person, a hunt group rings multiple team members in sequence (or all at once) until someone picks up. It’s particularly useful for trades businesses, healthcare practices, or any business where missing an urgent call has real consequences.

The key advantage here is flexibility. You can set up different forwarding rules for different days, times, or types of calls, all within your VoIP system’s settings, with no need to involve your phone provider every time your schedule changes.

Voicemail to Email

Traditional voicemail is inconvenient at the best of times. Over a bank holiday, it’s even worse, staff don’t want to dial in and listen through a backlog of messages when they’re trying to enjoy time off..

Voicemail-to-email solves this neatly. When a caller leaves a message, the system automatically sends it to a designated email inbox, either as an audio file or as a transcribed text summary. Your team can scan their emails at a glance, identify anything urgent, and respond accordingly, without sitting through two minutes of hold music just to retrieve a 20-second message.

It also creates a written record of every missed call, which makes it much easier to ensure nothing slips through the cracks when the office reopens. Rather than relying on someone to remember to check the voicemail on Tuesday morning, every message is sitting in an inbox, timestamped and ready to action on.

Custom Holiday Schedules & Time-Based Routing

One of the most underused features in VoIP systems is the ability to schedule your call routing in advance. Instead of manually switching your phone settings on and off around each holiday, you can configure rules that trigger automatically based on the date and time.

For Easter, that might look like: normal routing on Thursday and Friday morning, a holiday greeting from Friday afternoon through Monday, and then standard business hours resuming on Tuesday. Set it once, and the system handles the rest without anyone having to remember to make a change at the right moment.

This also eliminates one of the most common holiday phone mishaps, the forgotten out-of-office message. Customers calling during closed hours get a clear, up-to-date greeting rather than a ringing phone with no answer, which goes a long way towards maintaining trust and managing expectations.

Mobile and Desktop Softphone Apps

A softphone app is perhaps the single most practical VoIP feature for small businesses operating over the holidays. It allows staff to make and receive calls on their official business number from any device, smartphone, or laptop without giving out personal numbers or relying on being in the office.

For a business owner or manager, this means you can handle an urgent client call from anywhere without it looking like the business is understaffed or disorganised. The customer sees your business number, hears your professional greeting, and has no idea you’re responding from your kitchen table.

Softphone apps also keep everything centralised. Call logs, recordings, and voicemails are all stored in the same system, so when your team returns to the office after the holiday, there’s a clear picture of what came in, what was handled, and what still needs following up.

We’ll shortly be releasing our own softphone so watch this space!

Get Set Up Before The Long Weekend

Most of these features can be configured in under 30 minutes through your VoIP provider’s dashboard and the payoff is well worth it. Customers who reach a professional, helpful experience over a public holiday are far more likely to stick around than those who hit a wall of silence.

If you’re not sure whether your current phone system supports all of these features, it might be time to review your setup. Modern VoIP solutions are designed with exactly this kind of flexibility in mind, and for small businesses, the difference between a missed call and a handled one can be the difference between losing and gaining a customer.

Amber Weather Warnings: How VoIP Avoids Disruption

Erin Thorpe-Downey — Fri, 13 Feb 2026 14:37:28 +0000

An amber weather warning for snow and ice doesn’t just affect roads and rail, it also affects how businesses communicate. When staff can’t safely reach the office, customers still expect calls to be answered, appointments to be managed, and information to be clear. This is where modern VoIP systems prove their value and help you avoid lost revenue.

Why Call Volumes Rise During Weather Disruption

Severe weather doesn’t just prevent staff from getting to the office it often triggers a surge in inbound calls. Customers want to know whether services are running as normal, appointments need to be rearranged, deliveries may be delayed, or opening hours have changed.

In sectors such as healthcare, utilities, logistics, finance, and customer support, voice remains the fastest and most trusted channel during disruption. Emails go unread, websites aren’t always checked, and social media can add to confusion. A missed call in all of this isn’t just an inconvenice, it could mean you losing out on potential customers or leads.

The Risk of Traditional Phone Systems

Many businesses still rely on phone systems that are tied to a physical location. Desk phones connected to on-premise infrastructure work well on a normal day, but they introduce a single point of failure when access to the building is restricted.

During snow and ice warnings, common issues include:

Staff are unable to reach the office safely
Offices closing at short notice
Reduced on-site support for phone systems
Calls are going unanswered or straight to voicemail

Even organisations with flexible working policies can find themselves exposed if their phone system hasn’t kept pace with how their teams actually work.

How VoIP Supports Business Continuity in Severe Weather

A cloud-based VoIP system removes the dependency on a single building. Calls are no longer tied to a desk phone or a specific location, which allows businesses to remain reachable even when conditions on the ground are challenging.

During an amber weather warning, VoIP enables:

Calls to be answered from home, laptops, or mobile devices
Call routing to adjust dynamically as staff availability changes
Recorded announcements to keep customers informed
Call queues and voicemail to operate as normal
Managers to monitor call volumes and response times remotely

Instead of scrambling to divert lines manually or leaving customers in the dark, organisations can continue operating with minimal disruption for themselves or for their customers.

How Number People Can Help

Number People help you to stay connected during amber weather warnings. When snow and ice close roads and offices having a secure call forwarding service in place ensures that you don’t miss out on potential customers or lose out on valuable working time. Number People offers a 30 day trial with no obligations and no contract find out more today.

159 Phone Number: Avoid Bank Scams and Fraud

Erin Thorpe-Downey — Wed, 19 Nov 2025 11:22:14 +0000

If you ever get a call from your “bank” asking you to move money, share a code, or confirm a transaction, stop and think before you act. In the UK, scammers are becoming more sophisticated, using cloned numbers, convincing scripts, and sophisticated agents to trick even the most careful customers.

That’s where Stop Scams UK’s 159 phone number comes in.

What Is 159?

159 is a short, easy-to-remember phone number created by Stop Scams UK to help you speak directly to your real bank when you suspect fraud.

Instead of staying on the line or redialing the number that just called you, simply hang up and dial 159, then state which bank you need to get in touch with. You’ll be automatically connected to your bank’s genuine fraud or customer service line.

Because 159 is a national short code, it can’t be spoofed or faked, so you can be confident you’re talking to the real bank, not a scammer.

If you’re using a virtual landline from Number People or our call forwarding service, 159 works the same way; simply dial it from your Number People number, and you’ll be safely routed to your bank.

Why Does 159 Matter?

Phone scams are a growing problem in the UK. Criminals can easily disguise their caller ID, making their number appear legitimate. This means even cautious customers can be tricked into transferring money or revealing sensitive details.

Calling 159 adds a vital layer of protection, even if you are sure it is your bank that is calling you. You’ll get the chance to:

Cut off the scam before it goes any further.
Get through safely to your actual bank.
Protect your finances with one simple step
Give yourself a minute to evaluate the situation.

At Number People we encourage everyone to stay alert to spoofing and caller ID scams, which have become increasingly prevalent over the last few years.

Who Can Use 159?

Almost everyone in the UK. According to Stop Scams UK, over 99% of UK current account holders are now covered by banks connected to 159, including major names like: Barclays, HSBC, Lloyds, NatWest, Nationwide, Monzo, Revolut, Santander, TSB, Virgin Money and more!

Since launching, more than a million calls have already been made to 159, preventing untold losses from phone fraud and making sure those callers gain peace of mind that they have not been scammed.

If you or your business uses a Number People virtual phone number, we recommend sharing 159 with your team, family and friends, and acquaintances too, especially anyone who takes or makes payments or speaks to customers about financial details.

What is the future for 159?

Stop Scams UK is continuing to develop the service, with plans to make 159 a permanent, national short code, much like 999 or 111. The aim is to ensure everyone in the UK instantly knows what 159 is for, and for it to be instantly recognisable as a direct line to your bank when something doesn’t feel right.

You can read more about the initiative on the official Stop Scams UK 159 page.

How to Protect Yourself Starting Today

Save 159 in your phone contacts, you’ll never know when you’ll need it.
Never trust a caller who asks for personal or banking details, even if the number looks familiar.
Hang up, wait a few seconds, and then call 159.
Share this tip with friends and family; it only works if people know about it.
Consider using Number People’s call management tools to help screen calls and protect your privacy.

What We Think

Here at Number People, we believe that Stop Scam UK’s 159 scheme is one of the simplest and most effective tools available to stop phone scams before they happen. By making it part of your safety routine, just like calling 999 in an emergency, you’re helping to protect not only your money but your peace of mind as well.

At Number People, we’re always looking for ways to help customers stay connected safely and confidently. Saving 159 to your contacts could be the quickest, smartest, and safest move you make today.

How To Look Professional When Running a Business From Home

Erin Thorpe-Downey — Tue, 09 Sep 2025 14:09:45 +0000

Working from home gives you freedom and flexibility, but it can also blur the lines between your personal and professional life. Whether you’re meeting clients online, managing a remote team, or building your brand, projecting professionalism is key to earning trust and credibility. Here are some practical ways to make sure your business looks just as professional from your living room (or any room) as it would from any office.

1. Create a Dedicated Workspace

Running a business from home can create a distinct divide between your personal life and your professional life. Something that is a must is (if possible) making sure you have a dedicated work area, even if it’s just a tidy desk in the corner, which helps send the message that you are serious about your work. Keep it organised, free of clutter, and well lit. If video calls are a regular part of your routine, ensure that your background appears clean and professional.

2. Dress the Part

Always presenting your best self helps create a professional mindset. You don’t need a suit and tie, but getting out of loungewear can make all the difference. A smart shirt, neat top, or well-fitting jumper can instantly boost both your confidence and your professional image on calls. Remember that looking your best can make you feel your best. Think of it as dressing for the role you want others to see.

3.Use Professional Communication Tools

Clients and customers should never feel like they’re dealing with a “home business.” Invest in tools that make communication seamless:

A virtual business phone number, so you don’t need to share your personal mobile. Virtual business numbers are also great as they can often be paired with features such as call forwarding, call hunt groups or IVR menus, helping you present a professional image from the first call. Try out Number People to see how we can help you bring that professional element to your communications.
A professional email address with your business domain.
Reliable video conferencing software with your name and logo visible.

4. Maintain Clear Boundaries

It’s easy for home life to interrupt work life. Start by setting clear working hours and sticking to them as much as possible. Communicate these hours to clients and include them in your email signature or voicemail message, so people know when to expect a response. This not only helps you manage expectations but also prevents burnout by ensuring you have real downtime. Finally, make sure distractions are kept to a minimum, especially during calls and meetings. Switch off the TV, silence personal notifications, and let household members know in advance when you need quiet time. Even small details, such as ensuring pets or children don’t wander into a video call, can go a long way in preserving a polished, professional image.

5. Build a Strong Online Presence

Your website and social channels are often the very first places potential customers encounter your business, so they need to make a strong and professional impression. A polished, up-to-date site with easy navigation shows that you take your business seriously, while consistent branding across platforms helps build recognition and trust. Please make sure your contact details are clear and easy to find; nothing looks less professional than outdated or missing information. The tone of your content also matters; it should reflect your values, professionalism, and the level of service clients can expect. Think of your online presence as your digital shopfront.

6. Prioritise Responsiveness

Clear, polite, and concise communication is one of the simplest yet most powerful ways to demonstrate professionalism. Clients and customers want to feel that their questions are valued and their time is respected; responding promptly makes a significant difference. This doesn’t mean you have to be available 24/7, but setting expectations and replying within a reasonable timeframe shows reliability and builds trust. Whether it’s answering emails, returning calls, or keeping customers updated on progress, being accessible demonstrates that you’re organised and dependable, qualities that help your home-based business stand out and compete with larger, more established companies.

7. Keep Developing Your Skills

Professionalism isn’t only about how you present yourself; it’s also about the knowledge and expertise you bring to the table. Clients want to work with someone confident, capable, and up-to-date in their field. Taking the time to learn new tools, expand your skill set, or stay informed about industry trends demonstrates your commitment to growth. This doesn’t always mean formal training; it could be online courses, podcasts, reading, or networking with peers. By continually developing your skills, you not only strengthen your credibility but also provide even greater value to your customers.

What We Think

Running a business from home comes with its own set of challenges, but professionalism doesn’t have to be one of them. By creating a dedicated workspace, presenting yourself professionally, setting clear boundaries, and maintaining strong communication, you can project the same level of credibility as any office-based company. Add to that a polished online presence and a commitment to developing your skills, and you’ll build a business that inspires loyalty and confidence. Remember, professionalism is less about where you work and more about how you work. With the right approach, your home office can be the perfect place to thrive.

Top 5 Industries That Benefit Most from VoIP

Erin Thorpe-Downey — Thu, 28 Aug 2025 15:27:38 +0000

Reliable communication is vital for every organisation, but some industries depend on it more than others. With the upcoming PSTN switch-off in the UK, many businesses are moving away from traditional landlines and adopting Voice over Internet Protocol (VoIP).

VoIP allows businesses to make and receive calls over the internet, reducing costs and providing access to features such as call routing, intro announcements, voicemail-to-email, and call recording, all at a fraction of the cost of legacy phone systems.

Here are five industries that could benefit the most from a VoIP service.

1. Customer Service & Contact Centres

Businesses that deal with a high volume of calls need reliable, efficient systems. VoIP makes it easier to:

Handle large numbers of calls with features like call queueing and menus (IVRs).
Route callers to the right department, wherever staff are based.
Record calls for training, monitoring, and compliance.

Contact centres can scale up or down quickly without expensive equipment, while remote staff can work just as effectively as those in the office.

2. Healthcare

The healthcare sector is one of the most telecom-dependent in the UK. From GP surgeries and dental practices to hospitals and private clinics, providers rely on fast, secure communication to keep services running smoothly. With VoIP, they can:

Improve patient access – Calls can be routed automatically to the right department, reducing long hold times.
Handle peak periods more easily – Queuing and call-back features prevent reception teams from being overwhelmed on busy days (such as Monday mornings at GP surgeries).
Support on-call staff – Calls can be redirected to mobile devices, ensuring urgent queries reach the right professional quickly.
Link multiple sites seamlessly – Multi-branch practices and hospitals can operate under one unified system.
Lower costs – Moving away from traditional landlines helps keep budgets under control.
Maintain confidentiality – Encrypted lines ensure patient data remains secure and compliant.

Better communication means shorter waiting times, faster responses, and improved patient care while reducing pressure on already stretched staff.

3. Property & Estate Agency

Estate agents spend much of their time out of the office, making availability crucial. VoIP helps agencies stay connected by:

Using one business number across devices – Calls to the office can be answered on mobiles or laptops.
Forwarding calls to colleagues – If an agent is in a meeting or viewing, enquiries can be routed to another team member.
Presenting a local presence – Agencies can set up numbers for different regions without needing physical branches.
Recording calls for compliance – Useful when handling negotiations or managing client queries.
Tracking call data – Managers can monitor call response times to improve customer service.
Scaling during busy seasons – Extra users and lines can be added quickly during housing market peaks.

Estate agencies depend on trust and availability. VoIP ensures agents never miss an opportunity and maintain a professional, reliable point of contact for clients.

4. Finance & Legal Services

Banks, accountants, solicitors, and financial advisers handle sensitive client communications on a daily basis. VoIP supports these industries by:

Providing encrypted calls for confidentiality.
Offering detailed call records for compliance and auditing.
Prioritising important clients with advanced call handling.

Professional services rely on trust, reliability, and efficiency. VoIP delivers all three while reducing costs compared with traditional systems.

5. Education & Training

Schools, colleges, and training providers are increasingly adopting flexible communication systems. VoIP enables them to:

Keep parents and students informed – Dedicated phone lines can provide updates on closures, exam timetables, and events.
Simplify communication across sites – Staff in different departments or campuses can connect more easily.
Direct calls efficiently – Routing systems ensure enquiries reach the right office or staff member quickly.

Education providers can manage enquiries more effectively, reduce admin pressure on staff, and maintain a professional, reliable point of contact for parents and students.

What We Think

VoIP isn’t just about cutting phone bills, it’s a scalable, flexible solution that keeps businesses connected. Whether it’s estate agents on the move, GPs on call, or universities with multiple campuses, VoIP makes communication more professional, reliable, and cost-effective.

At Number People, we provide VoIP solutions tailored for UK businesses of all sizes, combining reliability, flexibility, and competitive pricing. Find out how we can help your business stay connected by visiting our homepage today.

Top 5 Features To Look For in Your VoIP Service

Erin Thorpe-Downey — Tue, 26 Aug 2025 15:43:01 +0000

Choosing the right VoIP service can feel overwhelming, especially when there are dozens of providers, all promising crystal-clear calls and unbeatable prices. But when you cut through the marketing, a few key features make the biggest difference to your day-to-day experience.

Whether you’re using VoIP for personal calls, running a small business, or managing a remote team, here are the five features you should prioritise.

1. Call Quality & Reliability

High call quality is the backbone of any VoIP service. If your customers or colleagues struggle with distorted audio or dropped calls, the system quickly becomes unusable, no matter how many extra features it offers. When assessing providers, pay close attention to the following:

Consistently Clear Audio
Look for a provider with a reputation for delivering HD (high-definition) voice clarity. This ensures voices sound natural and conversations feel closer to an in-person interaction.
Minimal Latency
Latency is the time it takes for your voice to travel from your device to the person on the other end. Ideally, latency should stay below 150 ms; anything higher can create noticeable delays and disrupt natural conversation flow.
Low Jitter
Jitter occurs when voice data packets arrive at uneven intervals, resulting in choppy or robotic-sounding audio. A good provider will have jitter management systems that buffer and smooth out packet delivery.
Few Dropped Calls
Dropped calls indicate a weak or unstable network. Providers with strong infrastructure and multiple data centers can reroute traffic to maintain stable connections, even if one route experiences issues.
Network Infrastructure & Redundancy
Reliable VoIP providers operate through well-maintained data centers with built-in redundancy. This means if one server or route fails, your calls automatically switch to another pathway, minimising downtime.
Performance During Peak Usage
Test or ask about call quality during busy times of day. A provider with scalable infrastructure should deliver consistent performance, even when demand is at its highest.

2. Flexible Call Routing & Forwarding

For modern businesses, being reachable on the go is essential. A strong VoIP system should give you full control over where and how calls are routed, ensuring customers can always connect with the right person without delays. Key capabilities to look for include:

Multi-Device Routing
The ability to forward calls seamlessly to mobiles, landlines, desk phones, or softphones (apps on laptops or tablets). This ensures staff can pick up calls no matter where they are working.
Time-Based Routing (Business Hours Management)
Calls can be directed to the office during working hours and forwarded to mobiles, voicemail, or an answering service outside of those hours. This prevents missed calls while maintaining professional boundaries.
Caller ID–Based Routing
High-value customers, VIP clients, or internal staff can be routed directly to a priority line or account manager, improving service and reducing wait times.
IVR (Interactive Voice Response) Integration
Automated menus (“Press 1 for Sales, 2 for Support…”) can guide callers to the right department or person immediately, improving efficiency and customer satisfaction.
Sequential Ringing or Call Hunt Groups
Calls can either ring multiple devices in sequence (one after another until someone answers) or all at once, ensuring the fastest response possible.
Remote Team Support
For businesses with hybrid or remote workers, flexible routing ensures staff stay connected no matter where they’re based, ideal for distributed teams or customer support setups.
Scalability
As a business grows, routing rules should be easy to expand, whether it’s a single line with simple forwarding or a complex setup with multiple teams, time zones, and departments, scalability isn’t something you should ever need to worry about.

3. Pricing & Transparency

Understanding cost structures is crucial to avoid unexpected bills or hidden fees. A reliable VoIP provider should be clear about pricing and offer flexibility to match your business needs. Key points include:

Transparent Billing
Look for providers who clearly outline monthly fees, per-minute charges, and costs for additional users or features. Hidden setup fees, termination penalties, or high international rates can add up quickly.
Flexible Plans
Providers should offer plans that scale with your business size – from a single user or small team to enterprise setups. Some may offer bundles (minutes + features) for predictable costs.
Pay-As-You-Go vs Unlimited
Consider your usage patterns: low-volume users may benefit from pay-as-you-go plans, while high-volume businesses often save with unlimited or bundled minutes.
Add-On Costs
Check which features are included and which require extra payment. Common add-ons include toll-free numbers, call recording, advanced analytics, or additional VoIP lines.
Trial Periods
A provider that allows free trials lets you test performance without risk. This is especially valuable for testing call quality, routing, and app usability.

4. Features & Integrations

A robust VoIP solution should do more than just make calls; it should enhance workflows, collaboration, and customer service. Keep an eye out for:

Call Analytics & Reporting
Access to call logs, average wait times and missed call statistics reports helps you optimise operations.
Advanced Call Handling
Features such as call queuing, automated greetings, voicemail-to-email, and call recording can boost professionalism and efficiency.
Mobile & Desktop Apps
Native apps should allow your team to make and receive calls seamlessly from any device, with a consistent interface and performance.
Scalability & Customisation
Features should be easy to add or configure as business needs change, from IVR menus to new phone numbers or departments.

5. Security & Compliance

VoIP is internet-based, which makes security a top priority. Providers should protect sensitive information and comply with relevant regulations:

Encryption
Calls should be encrypted (e.g., TLS) to prevent eavesdropping.
Account & Access Management
Support for multi-factor authentication, role-based permissions, and secure password policies is essential.
Regulatory Compliance
Providers should comply with local regulations, such as GDPR in the UK/EU, and industry-specific standards for healthcare or finance.
Data Redundancy & Backup
Calls, recordings, and user data should be stored securely with redundancy to prevent loss in case of server failures.
Fraud & Spam Protection
Anti-fraud systems can detect toll fraud, spam calls, or phishing attempts, protecting both your business and customers.

What We Think

When choosing a VoIP provider, consider call quality, routing flexibility, transparent pricing, rich features, strong security, and responsive support. Evaluating each factor ensures you select a system that scales with your business while delivering reliable communication for staff and customers.

Want to see how Number People could help you? Visit our home page or features page today to find out about the wide range of features and services we offer.

Top 5 Handsets for Your VoIP Number

Erin Thorpe-Downey — Tue, 12 Aug 2025 14:44:48 +0000

If you’ve made the switch to a VoIP number, you’re already enjoying the flexibility, cost savings, and convenience that internet-based calling can offer. But to make the most of it, you may need the right hardware. Whether you’re looking for something simple and affordable or a premium handset with all the bells and whistles, we’ve rounded up five of the best options for different needs and budgets.

Here are our top handsets and one handy adapter to pair with your VoIP number.

Best WiFi Handset (Easy to Set Up): Grandstream WP816 – £60

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If you’re after a cordless, easy-to-use VoIP handset that connects straight to WiFi without the need for an ethernet cable, the Grandstream WP816 is a top pick. It’s ideal for small offices or home users who want mobility and minimal setup fuss.

This wireless handset supports dual-band WiFi, has long battery life, and includes HD audio for clear calls. With its compact design and intuitive interface, it’s a great “plug-and-play” option. No extra base station or cabling is needed, just connect to your network and go.

Perfect for: Home workers, mobile users, and small teams wanting a WiFi VoIP phone with simple setup.

Best Low-Cost Desk Phone: Grandstream GXP1625 – £39

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On a budget but still want a reliable desk phone for your VoIP setup? The Grandstream GXP1625 offers excellent value at just £39.

It comes with dual SIP account support, HD audio, and a bright LCD screen. There’s also integrated PoE (Power over Ethernet), reducing the need for multiple cables. For small businesses or remote workers looking for a no-frills, cost-effective VoIP solution, this phone hits the mark.

Perfect for: Startups, remote workers, and anyone needing a budget-friendly desk phone without compromising on quality.

Luxury Desk Phone: Grandstream GRP2614 – £141

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If you’re after something more advanced, the Grandstream GRP2614 is a premium desk phone built for professionals who need top-tier features.

This model includes a colour display, support for up to 4 SIP accounts, built-in WiFi, and dual Gigabit ports. It also has enterprise-grade security, integrated Bluetooth, and customisable function keys – ideal for busy receptionists, executives, or customer service desks.

The sleek design and robust functionality make this a worthy investment for businesses wanting a high-performance VoIP handset.

Perfect for: Offices, reception areas, and professionals who need premium features and performance.

Best DECT Handset for Multiple Phones: Yealink W73P – £99.59

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If you need multiple cordless phones around your home or workplace, the Yealink W73P is a strong choice. It’s a DECT system, which means the handsets connect wirelessly to a base station, offering greater range and stability than WiFi handsets.

You can connect up to 10 handsets to one base, and each can have its own VoIP line. The setup is simple, and the design is compact and modern. The audio quality is excellent, and it’s perfect for growing teams or larger homes.

Need more handsets? Add more with the Yealink W73H for just £63.59 per unit.
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Perfect for: Larger homes, offices, or teams that need multiple cordless handsets on the same network.

Already Have an Analogue Phone? Best ATA: Grandstream HT801 – £35

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Love your existing landline phone? You don’t need to throw it out. The Grandstream HT801 is an Analogue Telephone Adapter (ATA) that allows you to use traditional landline phones with your VoIP number.

Simply connect your analogue phone to the HT801 and then connect the adapter to your internet router. It’s a great way to upgrade to VoIP without replacing your current handset.

Perfect for: Users who want to keep using an old-school landline phone with their new VoIP number.

Final Thoughts

Choosing the right handset (or adapter) for your VoIP number depends on your setup, usage habits, and budget. Whether you need a cordless WiFi phone, a premium desk model, or an affordable way to keep using your existing hardware, there’s an option to suit your needs.

Summary:

Best for Easy Setup – Grandstream WP816
Best Budget Desk Phone – Grandstream GXP1625
Best Premium Desk Phone – Grandstream GRP2614
Best for Multiple Handsets – Yealink W73P + W73H
Best for Analogue Phone Users – Grandstream HT801

For more information about how we can help get in touch via chat, or to find out more, simply visit our home page

KYC Checks: Why We Do Them and How They Protect You

Erin Thorpe-Downey — Wed, 06 Aug 2025 09:28:56 +0000

KYC Checks have been a Telecoms industry standard for many years now, but what is the reason behind them and why are we required to request the information from our customers?

What are Know Your Customer (KYC) Checks?

Know Your Customer Checks, commonly referred to as KYC Checks, are a way of Telecoms providers ensuring that they know who they are providing a service to, and are only usually triggered when either a customer states that they are operating as a business or are behaving like a business. If you’re using a number casually or for personal use, you likely won’t need to fill out any forms unless there’s a specific requirement.

KYC checks are simple and easy to fill out, requiring only a few details such as your business’s name, email address, information about the business address and what the intended use of the service is, or in some cases information like your Companies House registration number. This is all to simply verify that you are a legitimate business who is using the number provided for legitimate reasons.

Why Do We Do Them?

To prevent fraud and protect your number. Verifying your identity helps stop criminals from using telecom services for scams, spam calls, or impersonation. KYC checks help keep your number safe from misuse.
To comply with UK laws and regulations. We’re required by law to carry out basic identity checks under telecom regulations set out by OFCOM. These rules help keep the UK’s communication systems secure and transparent. The requirement was first implemented under OFCOM’s ‘Good Practice Guide’ in 2022.
To maintain call quality and protect our network. When fraudulent enterprises gain access to phone numbers or services, it can disrupt call quality and damage trust in the network. KYC helps us maintain a smooth service experience for everyone.

What Happens if I Don’t Complete the KYC Form?

We understand that some users might be unsure about providing business details. However, without a completed KYC form, we may be unable to activate or maintain certain services, especially those linked to business usage.

This helps us meet our legal obligations and ensure your number isn’t misused or flagged by other networks.

In Summary

KYC checks are a simple but essential step in keeping the UK’s telecom infrastructure safe, legal, and reliable. They’re quick to complete and they help us help you.

References:

OFCOM, Good Practice Guide 2022, https://www.ofcom.org.uk/siteassets/resources/documents/consultations/category-2-6-weeks/232890-good-practice-guide-on-sub-allocated-and-assigned-numbers/associated-documents/statement-good-practice-guide.pdf?v=328766