Call Reporting & Analytics
A Valuable Tool for Reducing Telecom Expenses and Improving Productivity
Call accounting can help your organization reduce telecom expenses and improve productivity. Telecom is now one of the top five expenses for most organizations, and managing this expense is more important than ever. Advanced call accounting software provides visibility into and control over wireline (landline) and wireless (cellular) communications.
How call accounting is used
Applications for call accounting cross all industries and functional groups. Following are a few practical examples of how call accounting can benefit your organization. For more examples, please download our white paper at right.
Call accounting gives you visibility into your network so that you can match demand with capacity. By tracking your call activity throughout the day, you can make sure you have the right capacity to handle peak volume. The software delivers hard data you need to “right-size” your network and maximize the value of your telecom investment and services.
Increase customer satisfaction
Sales, marketing, and other departments that rely on telecommunications to serve your customers can benefit from the feedback that call accounting provides. The software will help you identify problems such as insufficient call capacity at peak periods, which could result in long call queues. Such problems can often be resolved by adding lines, focusing on efficient call handling, and other solutions to improve customer service.
Improve productivity and marketing ROI
Call accounting lets you analyze and understand the correlation between the success of your sales and marketing efforts and related call activity. The software will help you identify the most and least effective callers, so that you can make adjustments to boost productivity and efficiency. For example, you can monitor the number of rings and/or the number of calls taken by your customer service team or telemarketing staff.
With call accounting, you can direct inquiries to a specific hunt group, VDN, or extension and track all the incoming calls. This gives you hard data to make a case for the effectiveness of your marketing efforts.
Calculate and allocate telecom costs
Modern call accounting solutions allow you to cost calls based on rate tables available from carriers. This provides you with an estimate of your usage charges weeks before you receive carrier invoices. When this capability is combined with organizational data, including cost centers and employees associated with each extension, usage charges can be quickly and easily allocated to responsible entities, improving accountability and cost control. Bill clients for phone consultations or services by adding surcharges or fees to phone calls associated with a specific phone number or account code.
Crack down on network abuse, security threats, and harassing calls
The software can be configured to alert the systems administrator when call metrics fall outside the boundaries of what has been defined in the system as normal calling activity. For example, excessive calling, calling flagged numbers, long distance or international calling without proper authorization – all of these activities can trigger threshold alerts.
Call accounting also provides the means to track down information on calls that are deemed threatening or suspicious after the fact. Ad hoc reports can be generated that show every call that meets specified criteria, such as source or destination number, date range, time of day, and more.
Encourage responsible use
When call accounting is introduced into an organization, telecom use tends to drop – simply because users are made more aware of their telecom habits and what they cost the organization. Personal Call Identification allows employees to view their own call history and costs. The software encourages responsible use of telecom resources and reduces telecom spend, a good thing under any circumstances.
How Call Accounting Works
- Collects call detail record (CDR) data, which includes information about:
- Numbers dialed
- Incoming calls;
- Extensions used to make calls
- Length, date, time and cost of the calls made
- Provides capabilities to search and analyze the data
- Allows users to apply rate data to calculate usage costs
- Integrates with organization data to assign usage and costs to personnel and cost centers
- Reports on cost allocation, traffic and trunk analysis, exceptional activity, and other usage and expense data
Dashboards and Reports
Collecting call data is half the battle; making sense of it and sharing appropriately across the organization is the other. Advanced call accounting systems provide interactive dashboards and flexible reporting options.
Configurable, interactive dashboards let you and your managers monitor call activity at a glance. Drill-down capabilities make it easy to access the underlying data.
When you need detailed information that meets specific criteria, robust reporting capabilities are essential. Calero call accounting software includes a library of report templates that address:
- Accounting reports: information on phone usage by individuals, organizations, or accounts charged
- Analysis reports: summarize telecom activities by date, time, cost, duration, etc.
- Exception reports: information on unusual call activity that warrants a manager’s attention
- Call Search reports: locate call records through broad or narrow search criteria
- System reports: data listings for managing system access or publishing a phone directory
Calero Call Accounting Software
Calero VeraSMART software is a powerful, Web browser-based call accounting solution that lets you access business-critical information from virtually anywhere, providing wireline and wireless call record data that improves your ability to make informed business decisions. With unmatched technical expertise and unparalleled customer support, Calero is the recognized industry leader for call accounting solutions.
Calero call accounting solutions eliminate telecom distractions… because you have better things to do.
Visit Calero’s Communications Lifecycle Management website >