UK registered charities, CICs and non-profits can cut phone costs and boost service quality by moving to VoIP. Features like call recording, volunteer softphones, opening-hours routing, voicemail-to-email and IVR help helplines and advice services answer more calls with fewer missed contacts. This guide outlines funding-friendly outcomes, budget tips and how to present VoIP in grant applications.
Key takeaways
- Clear outcomes: more calls answered, shorter wait times, better safeguarding and follow-up.
- Cost savings: retire ISDN/landlines, consolidate mobiles, and use inclusive minutes.
- Inclusion: remote volunteers use softphones; accessible IVR and language options.
- Compliance: recording with policies, retention, role-based access and redaction.
What funders want to see
- Need statement: current missed calls, outdated lines, inability to route or record.
- Beneficiary impact: more advice sessions, faster call-backs, improved safeguarding.
- Measurable KPIs: answer rate, speed to answer, % missed, average call length, cost per call.
- Value for money: lower monthly spend vs legacy and re-investment into services.
Designing a charity-ready VoIP setup
- IVR & queues for helplines, advice, donations and safeguarding escalation.
- Opening hours & bank holidays; voicemail-to-email for out-of-hours triage.
- Volunteer softphones (Windows/macOS/mobile) with presence and secure sign-in.
- Call recording with retention policies, redaction/pause for sensitive data.
- Wallboards & reports to evidence KPIs in funding reports.
Budgeting & funding pointers
- Present a 12-month TCO with setup, licences, handsets/headsets and training.
- Evidence annual savings from retiring lines and consolidating mobiles.
- Show in-kind contributions (volunteer time, donated devices) and match funding where relevant.
- Plan for accessibility (hearing/visual) and language lines if required.
Related guides
Recently asked questions
Can VoIP be funded by UK grants?
Yes — many funders support digital transformation and service access improvements. Frame the request around outcomes (more calls answered, safeguarding, reduced costs) and evidence KPIs.
Do volunteers need new devices?
Not always. Softphones run on existing laptops or mobiles. Provide USB headsets and brief training for best results.
Is call recording allowed for helplines?
Yes, with the right policies: announce recording, use pause/redact for sensitive data, apply role-based access and retention that matches your safeguarding policy.
How do we report impact to funders?
Use wallboards and monthly analytics exports (answer rates, missed calls, call backs). Include case studies and qualitative feedback where appropriate.