Call Accounting for Call Centers & Help Desks

With the WIN-SENSE 32, call centers can track all incoming and outgoing calls. With detailed extension and department reports, help desks can improve employee productivity, allocate telecom expenses, decrease phone abuse, eliminate toll fraud, and optimize phone system performance.

Call Centers can...

• Track calls in real-time
• Improve employee productivity
• Handle heavy call volumes
• Export reports to Excel and Crystal Reports
• 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 needed to monitor and optimize their phone systems. The WIN-SENSE 32 can handle heavy call volumes, export reports to third party software such as Excel and Crystal Reports, and can be used for an unlimited amount of extensions. TEL electronics, inc. provides 24/7/365 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 and use a call accounting system that not only meets their needs, but exceeds their expectations.

Improve Employee Productivity

The WIN-SENSE 32 can help call centers improve employee productivity by tracking individual and group telephone performance. 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 employee’s 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

Using the WIN-SENSE 32, 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 reports can 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 information 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 each month.

Call Centers can also save money 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.

Optimize 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 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!