Managing your Organizations Expenses and Chargebacks

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Companies today simply can’t afford to pay for things they don’t need, pay more for services than they’ve agreed to, or reimburse customer disputed charges for services or goods ordered without specific verification of the dispute.  Yet companies often do these things simply because they don’t accurately audit their telecom expenses or utilize existing technology to combat incorrect invoices and customer requested charge backs.

It is important to realize that unless you actively manage your telecom assets…including compiling an inventory of equipment and contracts, and completing a monthly audit of bills and reports…you are probably paying for services you no longer need, are paying too much for those services, or have too many providers furnishing those services. 

Network Structure and Utilization

If your company has a call accounting system, one thing you can do is run a network report that should show all active lines or trunks and the utilization of these services.  A common occurrence in any PBX or telephone system installation is to “guess” how many lines are needed for service.  Over the years things get added, subtracted and pretty soon it’s difficult to tell what you actually need. 

Call accounting systems have report capabilities that will allow you to audit network usage.  The report will show number of available lines in a group, and how often and when all lines are being used.  If you are over-trunked, it will show the maximum number of lines utilized during a given period.  Frequently companies discover that they have over abundant capacity and can save money by reducing services. 

The call accounting system technology can also be used to check telephone abuse and fraud.  Employees sometimes believe that toll-free numbers are “free” and don’t realize how much money they are costing the company in usage and additional capacity when they make or receive personal calls.  Having a report that highlights individual usage can help your company control these expenses.

Monitor Billing and Contracts

For an example of this, let’s take long distance services.  Your company probably has at least one term and/or volume contract that guarantees a specific cost per minute.  You need to know what you are supposed to be receiving, any term length associated with the contract, and any volume minimums. 

Then audit your bills to ensure you are receiving the stated cost per minute and that you are meeting any minimum volume requirements so you don’t pay any penalties.  Next check the contract term and what happens once the term has expired.  Does it auto-renew at the same rate for a specified period of time? Does it evolve into a month-to-month agreement with a higher cost per minute? You need to be aware of expiration dates and negotiate new contracts or go out to bid for services at least ninety days before expiration.  This would allow you to order and install new services or make any needed changes before the end of the term. 

Handle Disputed Charges Effectively

If your company has to refund money to customers over disputed orders or terms, consider Voice Recording technology.  This will allow you to listen to calls, hear any agreement to terms, and then prove to the customer that the charge was accurate.  In today’s economic environment it’s not just important to verify every dime spent on telecom equipment and services, but it is important to utilize the technology to hold on to the money we make.