Call Accounting Featured Article

Why Call Accounting Matters in 2015

November 13, 2014

It may be tempting to ignore call accounting in the face of the massive changes that have occurred recently in the telecommunications world. But that would be a mistake.

The world of telephone calls may have changed a lot in the last few years, with the rise of smartphones, voice-over-IP and over-the-top services such as Skype (News - Alert) and WhatsApp. Costs may have gone down in some cases, especially when it comes to cell phones. But the case for call accounting is still a strong one.

First, call accounting brings accountability. Visibility into how phones are used within an organization can dramatically cut down on abuse. Accountability not only keeps wasted calls in check, but more importantly it keeps employees at work instead of making personal calls. If employees know they are being held accountable for the calls they make, inappropriate calling will decline.

International calling also is an area where call accounting makes sense. For companies that send employees overseas, the benefits of call accounting are clear; international roaming charges may be coming down, but making calls while abroad still can be a substantial charge.

But even for firms with employees who travel less, calling suppliers, customers and partners in other countries can become a problem. The world gets more global by the day, and being able to properly track calls heading out of the country can also save a business quite a bit.

A third good reason for call accounting is keeping overages, extra services and unused resources in check. While the pricing for cell minutes may be going down, there still can be plenty of costs to cut through the elimination of unneeded lines and services.  With VoIP, this could be SIP trunks that are not actually being used. For landline or cell phones, there could be unused or abandoned phone numbers. Call accounting discovers these wastes.

Call accounting also can hold entire departments accountable for its phone use; it is about more than just monitoring an individual employee for abuse, but also discovering if business practices are in line with expectations and make sense. With call accounting, it is possible to see which departments are calling and how much.

Likewise, call accounting makes it easier to properly allocate resources based on use. Perhaps the sales team needs even larger mobile plans than expected, or the billing department makes less calls than originally thought. With call accounting, the visibility can be used to properly manage telephone resources.

So while telecommunications is changing rapidly, the need for call accounting is steady.  

Edited by Stefania Viscusi