Tips for Getting the Most from Your Call Accounting System

Dissatisfied with your call accounting system or procedures? You’re not alone. We hear that a lot from users looking to replace their system.

We’ve analyzed a number of these cases, and we’re seeing some interesting trends. Here are some suggestions to make sure you’re getting the most from your call accounting system.

Ask for Retraining

Call your call accounting system vendor and ask for retraining. Upward promotion in the telecom administration track means people frequently “inherit” call accounting systems from the people they replace. Inheritors often haven’t benefited from vendor training, and end up using the system to perpetuate, rather than enhance, existing procedures.

Check your Version

Are you on the newest release? Are there upgrades available that would put you on a newer, faster version with more features?

Focus on Reporting

Manufacturers consistently upgrade the variety and number of reports their packages generate—often with patches produced between official version enhancements. Call to see if the report(s) you need have become available.

Share the Information

Meet with department managers to find out what information they need. Often, a few tweaks to a standard report will serve as well as a custom model. Also, try to help department managers interpret reports from your system. Find out if they’re getting what they need, or if they’re confused by the reports.

Send a memo to department managers with samples of the three or four most popular reports. Let them know what kind of information is available to help them manage their people better.

Save the Environment

Avoid printing detail reports—they can be emailed to save paper, especially since most people won’t look at them. Summary reports are a better way to look for anomalies.

Delivering Reports is What a Call Accounting System was Meant to doKudos for call accounting system

Generate and distribute reports regularly. Set—and stick to—an email schedule to get people “used to” seeing data.

Work to Save Money

Nothing motivates upper management better than a positive impact. Use the reports to compare the number of calls and the number of minutes to your invoices. While dollars may not match because of taxes, surcharges and other add-ons, your number of calls and number of minutes should match

Watch Trunk Usage

Run trunk reports and compare usage with what’s on your switch. Have unused trunks? Disconnect them and enjoy the savings.

Kudos are Coming

Take credit for a job well done. Copy top managers on overall cost-cutting and efficiency measures. Add reports to your HR file. Blog about it and add it to your LinkedIn profile.

Your call accounting system is meant to make your job easier. It should deliver the right information to the right person in order to help that person make the right decision. With these steps, you can help assure your team is maximizing your system.

Amy Bailey (103 Blog Posts)

Amy Bailey is the VP of Marketing at VXSuite has been with the product line for over eight years. Over the years she has filled may roles including Sales Manager and Project Manager. She is a graduate of San Diego State University with BA's in Speech Communication and Liberal Arts. Amy was Associated Students' President while at SDSU and has several years of sales and management experience in the high-end retail clothing industry. She enjoys knitting, country music and spending time with family.