Should a small business get a separate phone line, such as VoIP, instead of using a personal cell?
Usually, yes, once customers call you regularly. A separate line, often an internet phone (VoIP) service, gives the business a number that belongs to it rather than to one person's cell, and it can usually ring more than one phone. Check the trade-offs the FCC lists before switching: some VoIP services have limits on 911 calls, and some do not work in a power outage. Keep the account in the business's name, and record where every call came from.
What a separate line gives you
- A number that stays with the business when a person leaves; the related answer on who should own your business phone number covers keeping it.
- Calls that can ring more than one person, or go to an answering service after hours, which the related answer on answering services and AI receptionists compares.
- A greeting that names the business, voicemail that is checked like an inbox, and a log of calls.
- Work calls kept apart from personal ones, so a new customer is not lost among family texts.
What VoIP is, in the FCC's words
The Federal Communications Commission's consumer guide says VoIP is a technology for communicating using "Internet protocol" instead of traditional analog systems. Depending on the service, calls can be made from a computer, a special VoIP phone, a traditional phone with or without an adapter, or a wireless phone. It adds that a VoIP provider may let you choose an area code different from the one where you live; the related answer on local or toll-free numbers covers which kind of number to pick.
The trade-offs the FCC lists
The guide says that if you are considering replacing traditional phone service with VoIP, you should be aware that some providers may have limitations to their 911 service, that some VoIP services don't work during power outages and the provider may not offer backup power, and that providers may or may not offer directory listings. It advises checking with potential providers to confirm any limitations, including 911.
It also says the FCC requires interconnected VoIP providers, the kind that generally let users make calls to and receive calls from the regular phone network, to comply with local number portability rules. This is a plain summary, not legal advice.
Questions to ask a provider
- Is the account, and the number, in the business's name, with the owner holding the login?
- Can the number be moved to another provider later?
- How does 911 work on this service, and what happens during a power or internet outage?
- Can calls ring several phones at once, and roll to voicemail or a person after hours?
- Will it show a log of calls, including missed ones, so none go unanswered?
- If it can send texts, are they sent only with the person's consent?
Track every call
A new line is also a chance to start recording every call with its source channel and outcome. The related answer on tracking phone call leads covers how; the type of line on its own does not tell you which channel brought the call.
Sources
Related answers
- Who should own your business phone number?
- Should a service business use a local phone number or a toll-free number?
- How do you track leads that come in by phone?
Lead generation and lead tracking
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