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 do
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
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.