Is Call Accounting Worth the Investment?

Before we can determine whether or not call accounting software is worth the investment, we must first understand what call accounting is and decide whether or not it is a beneficial business tool. If, in the analysis, we can determine that call accounting really is a beneficial tool then the next logical step would be to choose a good call accounting system. With over 65 different companies to choose from and more than 150 different products, it is important to know your options and to choose the product that will best meet your needs.

What is Call Accounting?

So what exactly is call accounting? Call accounting can be defined as a “telecommunications software or hardware application that captures, records, and costs telephone usage events.” As a phone call is made or received, the PBX creates a unique call record for that specific call and the call accounting system captures and processes the record for future retrieval. Each call record includes the phone number being dialed, the destination of the call, the time and date of the call, the type of call being made (long distance, local, internal, etc.), the duration and charge of the call, the extension and trunk number, the employee name, the department name, and any account code associated with the call.

Using the information from the call records, a call accounting system will then compile the records to produce reports as the business deems appropriate. For example, the WIN-SENSE 32, from TEL electronics, inc. can produce over 50 custom reports that include everything from a departmental summary report to a detailed extension report. Some other common reports include the trunk summary report, longest calls report, most expensive calls report, and call type reports.

Is Call Accounting Software a Beneficial Business Tool?

Now that we know what call accounting is, the next question we need to ask is whether or not call accounting is a beneficial business tool. With so many reports to choose from, how does a business sort through the information to get to the data that will actually make a difference in the bottom line of the company?

Listed below are several practical ways that a business can cut costs, generate additional revenue, and improve productivity with a call accounting system.

1. Create a telecom budget by using information from the department or extension summary reports. Allocate expenses as needed.
2. Cut down on phone abuse by monitoring local calls, long duration calls, and high-cost calls made by your employees.
3. Bill clients for phone consultations or services by adding surcharges or fees to phone calls associated with a specific phone number or account code.
4. Determine the effectiveness of a marketing campaign by looking at the number of incoming calls received during the time of the campaign.
5. Improve employee productivity by tracking how many phone calls each employee makes and receives. Extension reports allow managers to compare one employee against the group and determine the productivity level of each employee.
6. Setup automatic emails and alerts to help monitor phone performance and possible abuse. For example, you can have the system alert you whenever a phone call exceeds a set limit or when an emergency call is made. Managers can have daily or weekly reports emailed to them showing specific call information for their department.
7. Decrease billing errors by accounting for each phone call. Compare your record against the phone company.
8. Use trunk reports to improve phone system performance. See which trunks are being overused and which are being underused.

With telecom expenses often representing 5-20% of your business expenses, learning how to cut costs, while increasing revenue is a valuable tool to any manager. By implementing and utilizing a call accounting system, businesses can expect to save up to 25% on their telecom expenses. Is call accounting a beneficial business tool? Most definitely yes!

How Much Does a Call Accounting System Cost?

Call accounting systems vary in price and most are based on the number of extensions used and how the phone system collects the call data. To illustrate, I looked at 10 different products designed for 250 extensions. The suggested retail prices on these products varied anywhere from $750 to $3,286. Products based on the “pay per extension” model dramatically increased in price as more extensions were added. I found one 5,000 extension system that cost as much as $14,000!

Of course the product’s price isn’t the only thing you want to look at. What kind of support will the company give? What are the product features? What kind of reports can you produce? How reliable is the product?

What is the Best Call Accounting System Available?

Businesses should look for a call accounting system that is reliable, flexible, and will provide them with the reports and information needed to monitor phone activity and help decrease telecom expenses. A good call accounting system can handle heavy call volumes, be used for an unlimited amount of extensions, produce customizable reports, and meet your financial constraints.

When compared against similar products, the WIN-SENSE 32, from TEL electronics, inc. appears to be the best bang for the buck. The WIN-SENSE 32 can produce customized reports, work with almost all phone systems, support an unlimited amount of extensions, handle heavy call volumes, and most importantly can be used as a financial tool to help your company save money. With a network of over 3,000 dealers and almost 30 years of experience, TEL not only produces an excellent business call accounting product, but provides excellent service and support as well. To learn more about their products, visit www.tel-electronics.com.