Manage Expenses and Business Issues with a Call Accounting System

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Call accounting systems help companies manage all the complex issues in regards to items like the telephone system performance, employee habits and productivity, and accurate chargeback of time and expense. 

Telephone System Performance

A call accounting system can not only record call specifics like originating and terminating party, length of call, and the expense—but it can also help you optimize your voice systems.  There are reporting options that allow you to view line and trunk usage.  This would show if there are times during the day, or days during the week where all trunks are being utilized. 

It will also help you to determine if your company is over-trunked by showing the maximum number of trunks/lines used during the day.  Many companies’ phone systems are engineered at installation with pure guesswork and with optimistic usage in mind.  Without knowing what facilities you really use; it is difficult to make decisions that can reduce operating costs over the long haul.  Call accounting reports detailing trunk utilization will help you make an educated decision regarding needed service levels. 

Employee Habits and Productivity

A call accounting system can help you monitor call activity.  Easily see whether calls are being made for business or personal use.  Reporting options allow you to drill down to specifics including number of calls made to a specific number, average call length for a completed sales call, number of calls made by a specific person during a day, and more.  You will also be able to note information like the time between calls and if more calls per hour are made during the mornings or afternoons. 

These call reports can help managers train and compensate employees based on individual performance and habits.  Call activity visibility takes the guess work out of what went on during the day, week, or month and will allow your mangers to react accordingly.  Turn your call accounting system into a revenue generating tool by charging tenants for call usage, or clients for time and expense generated by calls made on their behalf. 

Accurate Chargeback

Call accounting reports will allow you to allocate expenses to individual employees, clients, departments, and specific projects or tenants.  Use the reports to generate summary or detailed view including expenses for long-distance usage, time on the phone, or even amortized costs of equipment and management time. 

Utilizing these reports will allow your managers to prepare realistic budgets and allow you to plan more intelligently with accurate historical data. 

Summary

Besides the three ways we’ve detailed above there are many additional benefits that can be realized by utilizing a call accounting system and the reports.  These include providing an audit trail or specific documentation of safety and compliance issues, allowing you to document and eliminate expensive information or 411 calls, and providing quality customer service levels based on statistical information. 

Call accounting systems and reports provide an accurate way for your company to manage expenses and business issues both now and as a basis for future planning.