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Business Telephone Systems Buyers' Guide

The quality of a business phone system lies not just in the hardware but in the installation, programming and maintenance. You therefore need to be completely confident you're employing the right supplier because they'll be involved in every aspect of the project from helping you choose the right system through to installation, set-up and support.

Get References

To help you make your choice, you should ask a potential telephone system consultant for recent references. Once you have these, contact the businesses concerned and ask them whether:

  • the phone systems have met their expectations
  • the phone system supplier dealt with any snags promptly
  • they would use the supplier again
Ask Questions

You should also ask the phone system suppliers some relevant questions. This not only provides you with information, it makes the suppliers realise you're serious about your new business phone system and won't accept a poor standard of service. Some questions you should be thinking about include:

  • Are your phone engineers qualified?
  • Will you visit my site to discuss what I need and to review the installation once it's complete?
  • Can you offer a demonstration of different phone systems?
  • How many installations of a similar kind have you done in the last year?
  • What training do you provide?
  • Do you have service backup in the event of a power failure?
  • What is your average fault response time for fixing problems remotely?
  • If you need to send an engineer, how long will I have to wait?
  • What service packages do you offer?
Check Service and Maintenance Agreements Carefully

This issue of servicing and maintenance is crucial because you can't afford to have a phone system out of action for any length of time. You shouldn't have to wait more than four hours for a problem to be fixed remotely; in fact, phone system suppliers should resolve most difficulties within an hour. Even if you have to wait for an engineer, you'll want a response preferably on the same day. Some business phone system suppliers will be happy to meet these conditions under a normal service contract. Others will charge extra for fast response times. If so, ask the consultants for details of penalties such as a free call-out if they fail to meet their targets.

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