Accounting for Call Centers & Help Desks
32, call centers can track all incoming and outgoing
calls. With detailed extension and department reports, help
desks can improve employee productivity, allocate
abuse, eliminate toll fraud, and optimize phone system performance.
Call Centers can...
- Track calls in real-time
- Improve employee productivity
- Handle heavy call volumes
- Open reports in Excel
- Receive automatic reports via email
- Allocate expenses by department, extension, or account code
- Decrease phone abuse
- Eliminate toll fraud
- Optimize phone system performance
Use a Reliable Call Accounting System
Call Centers need a call accounting system that is reliable,
flexible, and will provide them with the reports and information
to monitor and optimize their phone systems. The WIN-SENSE
32 can handle heavy call volumes, open reports in third party software such as Excel,
and can be used for
an unlimited amount of extensions. TEL electronics, inc. provides
24/6 technical support and works with local installers to
ensure that call centers and help desks
receive the service and support they need to successfully implement
tracking software that not only meets their needs, but exceeds their expectations.
Improve Employee Productivity
32 can help call centers improve employee productivity
by tracking individual and group telephone performance. With call accounting software from TEL, managers
can discover who their most productive employees are by analyzing
key call indicators such as: number of incoming calls received,
number of outgoing calls made, average length of calls, and destination
of calls (local, internal, international, etc.).
Extension detail reports will further give insight into an
productivity level by seeing how much time was spent on each
call, what the most expensive and longest calls were, and how
many calls it took to reach a sale. Call information, such as
this, allow managers to compare one employee against the group,
and as a result, identify those employees who may need extra
training or help. Important summary and detail reports can be
automatically emailed to managers to help set daily, weekly,
and monthly quotas and goals.
Allocate and Track Telecom Expenses by Department, Extension,
or Account Code
32 phone call tracking software, call center managers can quickly allocate
telecom costs by department, extension, or account code. Account
codes can also be used to bill clients for phone support and
services. Department, extension, and account
be used to help with billing and invoicing.
Decrease Phone Abuse and Toll Fraud
Organizations can decrease phone abuse by monitoring where
calls are being made. The WIN-SENSE 32 allows managers to sort
by call types, including information calls, 900 calls, operator
assisted calls, and excessive long distance calls. Cutting down
on phone abuse could save an organization hundreds of dollars
Call Centers can also save money with call logging software by eliminating toll fraud.
Many organizations are victims of toll fraud, or the unauthorized
use of a company’s phone system. To combat toll fraud,
directors can setup custom exception reports such as after-hours/weekend
activity, long-duration/high-cost calls, short-duration incoming
calls and "800" number usage to track "800" to "900" numbers.
Phone System Performance
Help Desks can save additional money by having their phone
systems optimally trunked. If an organization has too many
trunks, they may be overpaying, if they have too few, they
may be losing
customers. Trunk analysis reports from TEL's call accounting software will help organizations
analyze current and future telephone needs, and as a result keep
their phone system performing at its best.
To learn more, contact a TEL Representative today!