Call Accounting Featured Article

Call Account Saves Money and Finds New Opportunities

May 24, 2016

Managing the telecommunications assets of a company is literally a full-time job. More often than not, someone in accounting gets handed the unenviable task of going over phone bills and looking for signs of misused, billing errors and inefficiencies. As telecom today becomes more complex with not only voice and data to manage, but also voice and data on mobile devices, the job’s complexity compounds.

It’s a critical task to engage in, however. Errors are common in business telecom billing, as are employees to utilize company telecom assets improperly. Redundant costs – paying for the same services twice – is also a common mistake. Many companies waste tens of thousands of dollars unnecessarily.

Call accounting and call reporting solutions are an answer for many companies. The ability to manage the entire phone activity of your company from one place speeds up the process, and it also helps companies understand where they are spending unnecessary money. Many of these solutions provide analytics to help organizations streamline their telecom spending and look for trends (good or bad) that may need to be addressed. Reports are generated in real-time, so those responsible for managing telecom assets can retain complete control over the data that the software has collected.

It’s about more than saving money, however. By applying call accounting to different departments, companies can determine the effectiveness of their sales efforts. Is marketing spending a lot of money on telecom for very little return? Is the sales department using the company’s telecom assets effectively? What’s the return on a particular marketing or sales campaign based on how much was spent to carry it out?

“Since call accounting software can also take records of calls made, businesses can track calls made via CMS—customer management software—to find patterns in the system and create region-specific promotions around the results,” wrote TMCnet’s Steve Anderson. “If more users are calling from a certain region, the business can step up its efforts in that region. Analyzing the content of those calls, meanwhile, can also lead to ultra-specific advertising geared toward solving perceived problems or playing to strengths as expressed directly by the callers themselves.”

The complexity of the telecom landscape today makes getting a grip on telecom and network usage more difficult than ever before for personnel engaged in call accounting manually – the sheer number of voice and data channels are overwhelming. Today’s call accounting solutions support collection and processing of call detail records (CDR) from all telecom sources, including on-premise PBX (News - Alert) and VoIP servers, Centrex and other hosted services, local and long distance carriers, conference services and even wireless handsets. Companies can use a single solution to engage in traffic analysis, evaluate employee productivity, weed out misuse and errors, engage in carrier bill reconciliation and understand where they are over-allocating or under-allocating for telecom needs.

In the contact center, managers can monitor employee performance more thoroughly: they can dive into metrics based on hours, days, or weeks, or can review call handling summary reports based on hourly data. Overall, call accounting solutions can help companies run a tighter ship, understand their telecom expenses better, cut out unnecessary bills and build a more profitable business. 

Edited by Stefania Viscusi

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