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.
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