Customer Expectations and Call Accounting

Customers investing in Call Accounting solutions expect to satisfy certain expectations

that include product quality, service delivery and a quantifiable benefit commensurate with the cost and effort involved in buying, installing, commissioning and training.Your prospective Call Accounting supplier, on the other hand, has a set offering and any deviation from this means a reduction in profitability. It is therefore very important for the buyer to understand fully what to expect from the supplier and the product being offered.Using a more familiar purchase, lets say you have just invested in a copy of the very latest Financial Accounting package. If you paid the standard price you probably will have to install it yourself and learn how to operate the software without the benefit of on-site training, or even a decent manual. This is expected and you are not disappointed. Generally these companies do not include in the purchase price training and initiation in book keeping skills up to the level of Trial Balance.When you purchase Call Accounting what do you expect? Just as importantly, what does the supplier expect to provide? Will the supplier install the software and connect it to the PBX or will he insist your PBX technician does this?Will the service provider install for you?* Has on-site training been included in the price, and how much training?* Is telephone support available and at what cost?Remember, as with a financial accounting package, simply purchasing it does not immediately convert you into a fully qualified accountant. You should not expect the call accounting package to magically transform you into a telecommunications consultant.There are certain principles that have been learned over time that make Call Accounting a very easy, painless and productive exercise. The return on investment can be huge if the buyer is aware of the basic principles and puts them into practice. If you do not, or you attempt to "re-invent the wheel", you should expect a degree of frustration.As a buyer of Call Accounting services, make a short document of your expectations, what do you expect to achieve from your investment? Share this document with your supplier and ensure you have commitment to support levels that will help you attain your goals.Always bear in mind, call accounting solutions are information systems, they do not make choices, and they do not by themselves create change.Change happens when:* accurate information is available to support decision making (Enabler: Call Accounting System software)* the relevance of the information is understood (Enabler: Human experience, or proven processes)* Someone takes appropriate action to improve the situation (change)Web based call accounting products offer you a management information system together with a set of principles tried and tested in a multitude of different businesses, pick your goals, simply follow the methodology and you will be rewarded with huge returns on your small investment.

Customer Expectations and Call Accounting

By: Mike Guile

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