Call Accounting Featured Article

How Call Accounting Can Mean Profits


April 26, 2017

Businesses are faced with constant upgrades in technology seemingly around every corner. Many of these systems promise substantial gains, yet under such strict conditions that almost no one really realizes benefit. Call logging systems, however, are proving to be a valuable addition to many firms' lineups, especially if said firms have a contact center in operation.

So what does a call logging system do for a contact center that's so useful? Simple; call logging systems help provide immediate access to call data, which means incoming callers can be identified and spoken to on a personal level. With customers increasingly expecting this kind of treatment right out of the gate, not having systems to address this point is a pretty good way to encourage customers to shop elsewhere.

It's not just the personal touch that helps here, though; with call logging systems, companies can tell exactly what calls are made and compare these against bills, which can mean lower costs when discrepancies are found. There's even room for better efficiency as call logging can tell what calls go on from where and for how long, potentially giving rise to ways to improve. 

Call logging also opens up opportunities for better contact center agent scheduling, for better security as it's possible to block calls to specific numbers, a better paper trail—those call logs can show precisely what call went where and when—and even provide accurate reporting fodder, or even potential fuel for analytics systems.

Further, call logging has some excellent additional benefits when used in conjunction with call recording systems. While call logging keeps track of assorted data around the call, call recording keeps track of the actual call itself. Using the two systems together provides the most complete picture of what's going on in the call.

Essentially, call logging operations can provide a lot of benefit for an organization that makes a lot of outgoing calls and receives a lot of incoming calls. Being able to keep track of what calls were on hand when means better customer service, which contributes in turn to a better customer experience. Improvements in the customer experience tend to promote return customer chances, so there's benefit all around.

Anything that allows a company a chance to not only improve revenue but also cut costs should be examined carefully. That's the golden BB of profitability right there—both sides of the equation are addressed at the same time—and when it can be done all from one system, there's just too much benefit to pass up lightly.




Edited by Alicia Young

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