Poor phone systems could be damaging your businesses reputation

Businesses are being warned they could be damaging their reputation by failing to handle phone calls well.

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Tech expert Juliet Moran from TelephoneSystems.Cloud has warned that failing to record calls, poor call routing, and over-reliance on automated systems are having a negative impact on businesses — particularly when it comes to customer service.

Simple features such as a phone menu and an effective call routing system can help streamline processes and ensure calls are handled quickly and efficiently.

Not offering callback options, or relying too heavily on automation, can frustrate callers who are trying to speak to a real person about their enquiry.

Call recording also allows businesses to monitor the quality of phone interactions and identify team members who may benefit from additional support or training.

“Having a proper phone system in place comes with a lot of benefits for businesses.

A good system ensures calls are dealt with quickly and effectively. Having a phone menu and a strong call routing system helps callers reach the right person as soon as possible — it’s a win-win, saving time for both businesses and customers.

Relying too heavily on automated systems can be frustrating for callers and damaging to your professional reputation, especially if it feels like there isn’t a real person available to help.

Making these small changes can significantly help businesses struggling to manage phone enquiries, improving reputation while saving time.

Recording calls can also highlight opportunities for additional support and training for staff who may lack confidence handling calls. It also acts as a safety net when resolving disputes, giving businesses something to refer back to.”

— Juliet Moran, TelephoneSystems.Cloud

Common phone mistakes businesses are making

Not recording phone calls

Call recording is valuable for quality control, training and dispute resolution. It helps improve customer service, encourages accountability and allows managers to identify where staff may need extra support.

No phone menu

A phone menu (also known as an auto-attendant) helps callers reach the correct department or person quickly, reducing frustration and improving efficiency.

No after-hours messages

Without an after-hours message, callers may feel ignored or frustrated. Even a simple voicemail stating opening hours helps maintain professionalism. A callback system for missed calls further improves customer experience.

Poor call routing

Ineffective call routing can result in callers being transferred multiple times or reaching the wrong person. A well-designed routing system ensures calls reach the correct destination quickly.

Over-reliance on automated systems

Automated systems should support customer service, not replace it. Excessive automation can frustrate callers who want to speak to a real person about their enquiry.

Written on 15/10/2025 by Juliet Moran

As the Technical Director at TelephoneSystems.cloud and an MSc in Computing, I bring over 27 years of extensive experience in cloud technology. As a woman in the tech industry, I am committed to paving the way for the next generation, demonstrating that innovation in technology should be inclusive of both women and men. My goal is to inspire and empower future generations to actively contribute to the advancement of technology regardless of gender. About Juliet

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By Accolade Europe Limited

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By West Mids Cyber Limited

"As a customer transitioning from another telecoms provider, I initially chose to move to BT; however, they were unable to fulfil my order. On contacting a business associate within my network, I was highly recommended to Anna and the team at Telephone Systems. From day one, I felt completely confident that I was in safe hands and that they would be able to provide exactly what I needed. I was not disappointed. From placing my order, through every step of the process, to completion and aftercare, the team have been incredible. Their professionalism, attention to detail, and ongoing support have made the entire experience seamless and stress-free. I couldn’t recommend Anna and the team more highly!"
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"Honestly, this company was incredibly easy to deal with and extremely helpful. The online ordering process was straightforward, and the staff were always on hand to help. We moved all 13 telephone numbers away from BT after BT Local Business completely messed up our accounts, and the transition couldn’t have been smoother. Number porting, invoicing, and online payments were simple and hassle-free. The equipment was true plug-and-play — a total breeze. Best of all, we now have one clear, straightforward bill, and there’s always someone available when we need support. Absolutely brilliant service — love you guys."
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By Mc Mennis

"We have been fearing VOIP phones as we live in a rural location with no mobile signal. The condition of our BT landline is so bad that we are no longer able to hear customers clearly and after nearly ten years with no help from BT or Openreach and after much research we chose Telephone Systems. We were also nervous as we use Starling for our internet connection. I promise that I am not on commission, but these guys are first class. They answer the phone, converse like human beings and take on all of the work and hassle during setup. There were no niggly settings or instruction manuals to wrestle with: you email them and they set the system up for you to your specification with as much guidance as you require. They answer the phone (I know I said that twice but getting a phone answered by a person is up there in my book) and are patient, helpful and professional . This level of service is so unusual that you question whether it is real, but as a Company they have been in the game a long time and have delivered everything that they have promised. We ported our number so have had a temporary number which allows you to get used to the tech before full conversion. The call quality is so much better than previously making communication with field engineers so much better. BT feels like a dim and distant nightmare and I wish we had done it much sooner."
By ROB BLACKMORE HEATING SERVICES

"I decided to change away from BT and move to Telephone Systems. Everything has been so easy and straightforward with them."
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"Used them for many years now they look after all our phone systems / software like office365 licences and should we ever have a query or a technical issue we need help with they are on the ball ASAP. :)"
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By J and D

"We're a small business and needed to change to VOIP before the landline switch off. I made the mistake of filling out an online form and was bombarded by VOIP firms, who wanted to sell us 3-7 year leases! Found TelephoneSystems online and was super impressed by their refreshing approach to the whole shebang, namely a monthly rolling contract, no exit fees. Simply outstanding."
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"Telephone Systems made it very easy for my business to switch to a digital phoneline and ensured I didn't lose my old number. Thank you."
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"Having used Systems.co.uk for many years for email and website services it was only natural to approach them when we decided to switch to a cloud based phone system. All I can say is hats off to them, the process has been seamless. I have no hesitation in recommending them wholeheartedly to anyone looking for a trustworthy partner for these sort of services."
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"Our experience with Telephone Systems.Cloud has been nothing short of brilliant. Since joining them in November 2020, we've noticed significant improvements in our communications. The transition to their system was impressively smooth, and the support from Josh has been outstanding – he's a top-notch professional and always ready to assist. I highly recommend their services for anyone looking to upgrade their telecommunication systems. The reliability, user-friendly interface, and exceptional customer service make them a standout choice in the field."
By Queensborough Group BB

"About on year ago I took a decision that I have been trying to take for about ten years. The decision? To move my small family business to VOIP phones and hope that they now work OK (2022!) , with good support and fallback systems. Well I did not need to worry .... I chose a local company with a good reputation and off we sailed. The experience with Telephone Systems has been truly faultless and we have been handled with kid gloves all the way through. The system is excellent on call quality and we have flexible access to the same fixed monthly call charges via user mobile phones too. If you are looking at hosted VOIP service do give this company a chance to quote. Excellent service supporting our self install, no "hard sell", simple, fair and transparent capped pricing and no long term contract. We don't need anything else!"
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By IFabs - Mark Collishaw

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"The help I had from the staff here was impeccable, after 5 years being ripped off by another company Alistair helped us through the process of changing our system easily and the savings this has made to our company has been such a financial improvment to us being a small company, I wouldnt hestiate to recommend this company to anyone. We here at SLM are delighted with the service we have been given."
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"The telephone system we now have in place is perfect, great value and excellent service. Just wish we'd have done it sooner......highly recommend!!"
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"TelephoneSystems made what had previously been a torturous and time consuming process so very straightforward and transparent."
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"A great phone system with apps that work so you can take calls from anywhere. Help centre is great too they are always happy to help me."
By Charlotte Vincentt

"Switched from extremely expensive BT to this system and I wish I had known about this years ago."
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By Colin Hallmark

"Took less than a day to get setup with a softphone system, really helpful staff, I highly recommend this company!"
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"Great company excellent customer service would highly recommend"
By UK Utility Solution Provider Ltd

"I don't often leave reviews, but we've been with these guys for over a year and the service has been pretty much flawless. Such a change from our previous suppliers with whom there were constant problems. This service is also a fraction of the cost. Highly recommend!"
By Jonny Arbon

"Superb service, excellent support, and you actually get to speak to the same human being each time! Highly recommend!"
By 3nine Communications

"Telephone Systems.Cloud is one of the nicest companies that I have ever had the pleasure of dealing with. The staff are charming and impeccably mannered. They are technically brilliant and absolutely focused on the needs of their clients. I struggle to find anything that could be improved upon. I would have no hesitation whatsoever in recommending them."
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"We needed a business phone solution for our business, this has been EPIC, all pre configured, easy plug and play, it has brought our business together - 100% awesome !"
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"We would recommend you to anyone, frankly. You've been professional, responsive, friendly and obliging. After running a terrible gauntlet with a ("the") major telecoms company and reaching the end of our tether, you have been a breath of fresh air. It was such an easy transaction! Uncomplicated, quick and exactly what we needed - seriously, we've been so impressed with you we can't recommend you highly enough."
By Gewefa Uk Limited

"The service received so far has been outstanding! Nothing is too much trouble and any requests are dealt with promptly. In these difficult times it is refreshing to see a proactive company working so effectively. Keep up the good work!"
By European Power Systems Ltd

"I was initially concerned that I was switching to a small company, for something as important as our telephone service. There is something strange about being in the clutches of a mega-corporation such as BT.... awful experience, but hard to leave! I need not have worried. Superb experience with yourselves, from setup to usage. Also, you guys have a sensible, fair, straightforward and competitive pricing system. Keep up the good work, because the telecom industry needs providers like you."
By Powercut (Wales)

"I have to say that you guys are a breath of fresh air in the telecom world. "
By Powercut (Wales)

"Phone are good quality and the customer service is excellent"
By Bowella Recruit

"Installation was quick and easy and the system is working well for us"
By Labelcraft UK Ltd

"Good service. Quickly set up and cost effective, Very helpful support and sales staff, Quick, cheap, efficient."
By Invicta Property Maintenance Services

"Excellent product and service"
By Tarpey Woodfine Architects

"The line is crystal clear and far better quality than my mobile or any other app. Excellent Staff....really good to just go online and get an immediate response in the chat screen."
By Ethos Education Limited

"I would like to say how happy I am with the product that I purchased from your company. I would also like to particularly mention my appreciation to Josh in your Support Department. Throughout the whole process of setting up, Josh has been brilliant and so helpful and I hope he receives recognition for the outstanding customer service that he has provided to me. He is a credit to your company!"
By David Simpson

"Excellent in every way"
By Devcomp Ltd

"Fantastic company. Really straightforward to work with. We have been using the phone system for a few months now and it's been exactly what we need as a small business and very affordable. I wish all telecoms companies were like this!"
By Ladyhall Ltd

"Great service from the staff who really took the trouble to make sure that we were set-up properly. On the switch over day the numbers from our old supplier were ported over exactly as planned by Telephone Systems - to the very hour!"
By Bailey Solutions Ltd

"Couldn't be more helpful, helping us set up our new system. Really easy to use and straightforward to install with NO previous knowledge. "
By Ladyhall Ltd

"Really helpful staff helping me to get set up, with no problems at all Thanks Guys!"
By Actiman Ltd

"Very smooth implementation, great support when needed (although this has not been very much) and clear lines. All round, very impressed."
By Ripple Recruitment Ltd

"Do yourself a favor and switch your physical phone line to cloud"
By Removals and Storage Experts

"I need to keep my phone number when moving exchange, these guys made the transition as easy as I think it could get! A few teething problems where sorted with patients and speed. Always at the end of the phone to answer questions from this non techy Luddite! Compared to the same service with BT we saved £30 per month "
By Forever Green Florist

"Excellent pre and post sales service,your team have been outstanding even to a small user like us - thank you"
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"If any of my contacts are looking for a cloud based telephone system, I can't recommend these guys enough!!No contract, great prices but most of all outstanding customer service, nothing is too much hassle for them. Thanks guys you have made the process v..."
By DBS Processing Ltd

"Very pleased with the service from start to finish. The whole process was quick and simple. Phones were very easy to set up and any queries we had were quickly answered. Wish we had swapped over to a VOIP system years ago. The phone itself is very good quality and the line is clear"
By Rebus Training Ltd

"Spoke to a lot of suppliers and found Telephone Systems were the most straightforward to deal with and in their pricing. Set up was really simple and the team jumped on anything that we wanted to customise straight away with no hassle. Really pleased with our choice of supplier!"
By NSBV Projects Ltd

"The team has been extremely helpful. What is important for the user - quick replies. Excellent service. "
By RBWTL

"We've worked with Telephone Systems for a number of years. Really please with the telephone and the service. They've always been willing to help if we've need to add or remove users etc. The VOIP system has worked extremely well for us as we've expanded and moved office."
By Flowbird

"I have used Hosting Systems for many years and found them to be highly professional and helpful. This was particularly evident when we decided to go for a Voip system which turned out to be a complex challenge to provide exactly what we wanted to achieve."
By Anderen Ltd

"What a lovely and dedicated team! Whatever the issue they will go beyond to make your calls happen."
By Go Nurse

"The telephone system provided for our client is excellent. It was easy to order, to install and has been easy to add to since. Highly recommended and with the right connectivity it has been a fantastic update for the business in conjunction with their move to new premises. Call quality is excellent! More than happy to recommend."
By M&M Technologies

"Excellent service; fast, polite and informative. The system has modernised our telephone setup and is allowing us to deal with calls from our customers more efficiently."
By Party Shop Supplies Ltd

"I knew we were being limited by our standard phone system, but had no idea how to transfer to a cloud based system The team explained and handled the move perfectly. Incredible the difference it has made to our team and clients"
By Nexus Dental Laboratory

"Brilliant service, friendly staff. I was up and running in a few hours unlike other providers "
By KMB Storage

"We upgraded to the cloud system when our telephone system failed due to a power cut, the team were fantastic! Within the day we were up an running again and soon had the full system in place. Not only do we now have a more efficient, reliable and flexible telephone system but we really are saving money on phone bills. "
By Freedom Ltd

"Great service and very helpful just what I needed and was up and running in a hour"
By Dog Section

"After the initial trepidation of moving over from BT I can honestly say it's best thing we have done, easy installation, easy operation and great additional features all in all very happy"
By Penkhull Service Station

"Great superb quality system, at a very affordable cost. I can't rate highly enough. So much functionality for your gbp. Easy to appraise costs on the website, smooth effortless installation and integration. Superb back up from the team @telephonesystems.cloud"
By Total Image Solutions Ltd

"Very Good System, does pretty much what it says on the box, best feature for us is the remote office facility. Great!"
By Goldstraw Associates T/A 21st Century

"This is technology that really WORKS. The call quality is excellent, the convenience is excellent, and yes folks, you can use this anywhere you have internet connectivity or cell phone service. Take a call from Stoke in Western Canada and there is no lag; you might be taking a call from the office door. Plus you get the approach to customer care and relations: friendly, unflappable"
By Counselling People

"Really good service, system is easy to use, we save £250 per month compared with our old system."
By The Lyme Trust

"I cannot rate your service high enough. We were incredibly sceptical to begin with, based on the massive cost savings but since having the system installed, I can safely say it is the best thing we have done so far this year. Not only is the system so much more flexible, but the financial gain is staggering."
By NuPrint Lithographics Ltd