5 Major Quick Wins End-users Need From Call Accounting

5 Major Quick Wins End-users Need From Call Accounting

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What do clients actually want to achieve with "call accounting"?; Suppliers promote the product as a means of lowering overheads and improving efficiency, but a software offering by itself won't meet these goals, it can only give reports to empower a management team when taking decisions associated with their telecoms environment.

There are 5 important subjects where, by monitoring activity on the PBX, call accounting can offer meaningful information that may be used during the decision making process to make a positive impact upon a company's telecoms environment. Purchasers can benefit for low capital cost and minimum effort.

1. Controlling workers personal telephone usage.

To speak plainly, it is a fact that there are merely two kinds of phone call, one that relates to the employers business and private calls. The definition of a business call; a telephone call made in the interests of the company's business goals; other phone calls are personal calls.

Having said this, it is totally impractical to suppose that employees should not make any personal telephone calls whilst at work. As an example, a worker makes a telephone call just once a month to his bank for personal reasons, the call duration is under 5 minutes. This is an occurrence not worthy of management time and would only precipitate corrective processes in the most extreme regimes.

Assuming some private telephone calls are considered reasonable, then it is a question of degree and circumstance. These variables require some measurement to keep personal use within acceptable limits, a call accounting service helps meet this requirement.

2. Detecting fraud

There are two main classes of fraud inside a telephone environment, a. harassing telephone calls, for example a hoax bomb scare, and b. an unauthorized person connecting to the PBX with the intention of making phone calls on the victim's expense.

A call accounting package should pro-actively deter this behavior and detect abuse.

3. Discovering potential cost savings by using alternative telecommunications companies.

Telecommunications companies habitually propose, "we will save you money if you send your telephone calls to us". A call accounting solution should be used to check these claims before the contract is signed and you are committed to the fine print.

4. Utilize the company's present PBX equipment to its maximum extent.

Find answers to the deep and dark questions,

How many free extension circuits exist?, and how many connections to the telephone company do I require to carry my traffic usage?

A call accounting tool should answer these questions quickly and precisely.

5. Add value to client service management

Does your company respond to incoming telephone calls efficiently? Are your call center staff using too much or too little time talking to customers and resolving inquiries?

Call accounting platforms will compare the activity of an individual with the characteristics of a group. For example , it can quickly draw comparisons between the norm phone call duration of a department and the activity of an individual.

Considering the relatively low price tag and high value call accounting can deliver, every company, large and small, will profit from this service.

About the Author:
With a a history spanning
twenty years as a
successful corporate account manager, Mike
Guile has practical
experience in operating voice
communications for end-users large and
small.

He offers potential customers a free trial of
the globes leading Web
based call accounting service, use it on any size
site. Get more here



Article Originally Published On: http://www.articlesnatch.com


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