Updated: 2/7/25
When selecting a VoIP provider to partner with, your IT company has a lot riding on the decision. Every time you recommend a VoIP service, your reputation is on the line. A poor recommendation can result in service issues, strained client trust, and countless hours of your team’s time troubleshooting problems that aren’t even your responsibility. Worst case? You risk losing the client altogether.
At TeleCloud, we’ve spent years working alongside IT providers—from solo operations to scaled MSPs—helping mutual clients with telecom solutions. We understand how important trust is when making a referral, which is why choosing the right VoIP partner is critical for your success and peace of mind.
So when your clients turn to you and ask, "Who do you recommend for VoIP?" what do you say?
Before answering, consider these six key questions to avoid regretting your recommendation later:
- Is the VoIP company a local or a national provider?
- What are the commissions, if any?
- Does the VoIP Provider refer you business in return?
- Does the VoIP provider sell other services that could be a threat to you now or down the road?
- Does the VoIP provider come physically on-site to install the hardware/wiring and train the end-users?
- Is the VoIP provider flexible and easy to work with or rigid with contracts? What if things go wrong and the customer wants out?
1. Is the VoIP company a local or national provider?
National VoIP providers often offer lower rates and scalable services, but they usually require you to manage most of the sale, setup, and support. If you're an IT provider who’s willing to take on the responsibility of project management, installation, and ongoing troubleshooting, this might work for you. However, it’s important to weigh the risks:
- If something goes wrong, you’re likely the one your customer will call—not the VoIP provider.
- The commissions from national VoIP providers are often not worth the stress and risk of losing a valuable MSP contract.
On the other hand, local VoIP providers can handle much of the heavy lifting, from on-site installation to support and training. This allows you to maintain your trusted advisor role without needing to micromanage telecom services. Local providers are also more likely to be familiar with the regional business landscape and to work collaboratively with you throughout the process.
We’ve seen the best partnerships form when IT companies make introductions to trusted local VoIP providers but stay involved in the background. This approach builds trust and keeps you as the go-to technology expert without taking on responsibilities that could distract from your core services.
2. What are the commissions?
Commissions can vary widely among VoIP providers. Most offer a recurring percentage of monthly service fees (5%–20%) and sometimes a one-time payment based on the project size. While it's tempting to chase higher commission rates, remember:
- Higher commissions usually mean more involvement on your end (e.g., project management, setup, ongoing maintenance).
- Providers should offer transparent terms—beware of hidden contract clauses that could cut off your commissions without warning. Look out for quotas, customer retention clauses, or vague conditions for payment.
A solid commission structure might look something like this:
For a 30-user company paying $600/month for service and a $10,000 installation project, a 5% commission could earn your business $60/month in recurring revenue plus $500 up front.
While commissions are helpful, they shouldn’t be the sole deciding factor. If you’re constantly feeding a VoIP provider quality leads, they should also provide value in return—whether that’s business referrals, streamlined processes, or dependable support.
3. Does the VoIP Provider refer you business in return?
Let’s face it—few things are more frustrating than sending multiple high-quality leads to a partner and getting nothing in return.
National VoIP providers often don’t have the ability to refer business back to you. They’re typically focused on scaling across a wide geographical area and don’t build deep relationships within local business communities.
Local VoIP providers, on the other hand, often work closely with businesses in your area. They understand the needs of local companies and are more likely to recommend your IT services when opportunities arise. In many cases, the value of these referrals far outweighs any commission you’d earn from a VoIP deal.
A good partnership should be mutually beneficial. If a VoIP provider consistently brings business back your way, that’s a sign of a strong, trust-based relationship.
4. Does the VoIP provider sell other services that could be a threat to you now or down the road?
Nothing erodes trust faster than competition. You don’t want to partner with a VoIP provider that also offers services like remote PC support, cloud backup, or device management—essentially poaching your business.
Instead, look for providers that focus exclusively on VoIP and telecom services. These specialists often deliver better quality and expertise because they aren’t stretched thin across multiple service lines. With clear boundaries, you’ll know that your client relationship is protected.
In short, don’t let the fox guard the henhouse!
5. Does the VoIP provider come physically on-site to install the hardware/wiring and train the end-users?
Here’s a key difference between many local and national VoIP providers: national providers often can’t send technicians on-site. This means either you or your client has to install phones, routers, and switches—which can easily become a headache if something isn’t configured correctly.
Local VoIP providers typically offer hands-on service, including:
- On-site hardware installation.
- End-user training for features like call routing and voicemail.
- Local support that understands your client’s setup.
We frequently hear from clients who chose us over national providers simply because they wanted the peace of mind that comes with on-site service.
Additionally, local providers may offer services like MPLS T1 circuits to guarantee call quality and uptime, reducing dependence on public internet connections.
6. Is the VOIP Provider flexible and easy to work with or rigid with contracts? What if things go wrong?
Finally, it’s essential to choose a provider whose values align with yours. Ask yourself:
- Do you trust their leadership and support team?
- Are they responsive and solution-oriented when issues arise?
- Would you enjoy sitting down with them for a casual conversation over lunch or coffee?
When problems inevitably occur—whether it’s technical glitches or unmet expectations—you need a partner who prioritizes solving issues quickly and maintaining a positive relationship with both you and your client.
Ultimately, your clients will feel about the VoIP provider the same way you do. If the provider leaves a good impression on you, they’ll likely leave a good impression on your customers too.
The Bottom Line: Choose the Right Partner for Long-Term Success
Your reputation and client relationships are too valuable to gamble on the wrong VoIP provider. By asking the right questions and evaluating potential partners carefully, you can make informed decisions that benefit both your business and your customers.
At TeleCloud, we specialize in working with IT companies to create seamless communication solutions for their clients. If you’re looking for a trusted partner who prioritizes service, reliability, and collaboration, we’d love to connect.
Schedule a consultation today to learn how we can support your business and your clients with top-tier VoIP solutions!
By Vincent Finaldi
Vice-President, Tele-Data Solutions
E-mail: vin@tele-datasolutions.com | Direct Line: (908) 378-1218
What brings me satisfaction is meeting with New Jersey–based businesses and genuinely helping them solve communication and business problems. As someone who has lived in New Jersey my entire life, I love working and playing here. I live in Morristown with my wife, Lisa, and root for the New York Giants.
