5 Crucial Benefits Clients Expect From Call Accounting
What do users actually want from “call accounting”?; Suppliers market the tool as a means of reducing costs and improving efficiency, but a software program on its own can’t meet these expectations, it can only provide information in support of a management team when taking actions associated with their telecoms services.
There are five key subjects where, by monitoring PBX activity, call accounting can offer meaningful information that can be used during the decision making process to enhance a purchaser’s telecommunications environment. Clients can benefit for low cost and minimum effort.
1. Managing workers personal phone usage.
Speaking plainly, it is simple to deduce that there are merely two categories of phone call, a business call and private calls. To define a business call; a telephone call made in the interests of the company’s business goals; other types of phone calls are personal calls.
Having said this, it is completely unrealistic to assume that workers should not make any personal phone calls during working hours. As an example, an employee makes a telephone call just once a month to her bank to conduct private business, the call duration is under five minutes. This is an event unworthy of supervisory attention and should only result in corrective processes in the most extreme environments.
Assuming some personal phone calls are allowed, then it is a matter of the amount and reasonableness. These dynamics require some measurement to harness personal use inside reasonable boundaries, a call accounting platform helps meet this need.
2. Fraud Detection
There are 2 main categories of fraud inside a telephone system, a. harassing telephone calls, for example a hoax bomb scare, and b. an unauthorized party tapping into the PBX in order to make phone calls on the victim’s account.
A call accounting service should pro-actively discourage this behavior and find misuse.
3. Finding potential cost savings by using alternative telecoms companies.
Telecommunications companies regularly make the offer, “I can reduce your costs if you give your call traffic to us”. A call accounting package should be used to verify these proposals prior to the contract being signed and you are bound by the fine print.
4. Deploy your company’s present PBX technology to its maximum extent.
Get answers to the difficult questions,
How many spare extensions do I have?, and how many voice channels to the telecoms service provider do I need to support my traffic usage?
A call accounting platform will give answers to these questions efficiently and accurately.
5. Add value to customer service management
Do you respond to incoming phone calls in reasonable time? Are your call center people spending too much or too little time talking to customers and resolving inquiries?
Call accounting tools will compare the performance of a single person with the characteristics of a group. For example , it can efficiently draw comparisons between the average phone call talk time of a department and the performance of a single worker.
Considering the relatively low price tag and high value call accounting can produce, every organization, large and small, will benefit from this technology.
Tags: call accounting