Call Reporting
A call accounting system stores information about telephone calls from phone systems
as they happen, manages the information and delivers it in a format that can be
analyzed later by a person or computer.
Why use call accounting software?
Having a call accounting package recording calls is all very well and good but the
whole point of a call accounting system is to run reports, discover what type and
how many of calls are being made with the goal of making money (or at least spending
less), for example:
- Recharge calls to different cost centers or customers
- Determine if you are paying for unused telephone lines
- Determine if you have too few lines to answer customer calls
- Determine if you are missing customer calls outside business hours
- Improve customer service
- Discover telephone misuse by staff or third parties
- Detect toll fraud by third parties making unauthorized use of your PBX
- Protect your employees by reporting on malicious calls
- Understand your business productivity
- Understand your communications systems
- Support legal and regulatory requirements
- Discover employees making expensive long distance, mobile, international or premium
service calls
- Discover employee loss of productivity by making many or long personal calls