Call Accounting can do much more than simply saving money through eliminating misuse of telecom voice services and fraud. Through the collection of call detail records, allocation of costs to departments, employees and even customers, and reporting on usage, Call Accounting improves visibility and accountability for consumption of voice services while helping to reduce expenses. In addition, Call Accounting can provide additional benefits by boosting employee productivity.
Boosting Employee Productivity
A common use of call accounting is to minimize productivity losses through visibility into calling patterns and non-business calling activity of employees. Call Accounting also offers a unique view into how the business and individual employees are performing. Reports present an audit trail to track all client interactions and can be helpful for businesses and government agencies that interact with the public. Call Accounting provides valuable information to improve performance at customer or public outreach centers and sales team interactions.
Every phone call that you make or receive is an opportunity to win (or lose) a customer or constituent. How employees handle calls can determine the success or failure of your operation. Call Accounting provides critical information regarding:
- Caller success rates: Are callers getting through or do they receive busy signals?
- How many callers hang up because it takes too long for someone to answer?
- How long are employees on the phone when they do answer a call? Is that call time too long or too short?
- Are callers stuck in a directory of call options or are they abandoned to voicemail instead of speaking to person?
- How often are your employees transferring callers to other departments instead of dealing with the issue themselves?
- How do customer contact centers and employees compare?
Busy signals may indicate that call centers and offices do not have enough lines. Abandoned calls from people that hang up could indicate that there are not enough employees answering calls or that they are taking too much time with callers. Call Accounting is a valuable tool to answer these questions. By reducing hold times and abandoned calls, you can improve customer satisfaction.
Often the answers require a combination of different employees with different knowledge. Managers of corporate IT services or telecommunications can determine if a trunking issue is preventing calls from getting through. Frontline managers that are familiar with employees’ jobs can help assess individual employee performance issues. Telecom and IT managers should strive to work with managers in business units. The experience will help prove the value of their services to other business units, and the experience will help them advance their career.
