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The Beginner's Guide to Call Accounting - When Should I Use It?


Beginner's Guide to Call AccountingWe’ve finally made it to the last post in our series, The Beginner’s Guide to Call Accounting!  We’ve got through the “who", “what”, “where”, “why”, and “how.”  And now, it’s time to hit the last “w” for when.  Once you learn how to use your call accounting software for your industry, you should know when to use your software.  Here are several situations in which using call reporting could help you solve important business problems:

When you’re looking to boost sales – Are you a little concerned with your sales flattening out?  Give the sales team a boost by incorporating call reports into their daily routine.  As previously discussed in our earlier posts, call reports not only help managers keep track of performance, but it also helps sales team members keep tabs on their own productivity throughout the day.  By seeing how many calls they’ve made throughout the day, they become more aware of when they need to pick up the pace.  They can also use this information to determine how often their calls are successful.

During an outbound calling campaign – So you’ve decided to start a calling campaign to share important news with potential or current customers.  That’s great!  But, you also want to make sure that it is as effective as possible.  If there’s a lot of hype about a new product, you want to make sure you get the word out quickly so that it can spread.  Just like with your sales team, give your call center agents the tools they need to keep track of their performance.  Make sure that everyone is taking on their share of outgoing calls by tracking how many calls they make and how long their call durations are.

When you think an employee is making expensive personal calls – For most employees, this is not an issue.  But when someone uses the business lines for long-distance (or even just local calls!) calls to family and friends, it can cost your company twice over!  You not only lose their productivity time, but also those phone bills can add up!  Using the cost alarms can help you know when an extension makes an expensive call.  If you’re concerned about that employee when they repeatedly make lengthy calls, look through the Extension Detail report to see who they were on the phone with.  If it’s consistently the same number, you may want to find out who they are repeatedly calling.  With some investigation, you can figure out if they are actually making personal calls and put an end to it.

If your phone bill seems higher than it should – Have you ever gotten a bill from your telecommunications provider and wondered where all those costs were coming from?  Since call accounting gives you a record of every incoming and outgoing call, you know exactly how many calls were made and who made them.  Use cost reports to perform an audit of your telecommunications bill, and make sure that your service provider isn’t over-charging you for their services.

When you’re experiencing an increase in call volume – Congratulations!  More people are reaching out to you, and business is booming!  Make sure that your business is able to keep up with this momentum by optimizing your staff.  No one likes waiting on hold, so you’ll want to minimize this by using the information from your call accounting software.  Discover peak calling hours and other trends in your calls, and arrange your staff so that you have the most people answering calls at the busiest hours.  This can help improve the customer experience and keep that positive momentum going!


When you can see how call volume in your contact center ebbs and flows it makes it much easier to staff and see why agents do what they do at certain times of the day. You want as complete a view of your contact center as possible so there is no silo opinion that leads you in the wrong direction.
Posted @ Wednesday, July 24, 2013 12:47 PM by Dan Enthoven
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