Personal Calls and Call Accounting

Personal Calls and Call Accounting

Personal Calls and Call Accounting

Call Accounting companies were recently surveyed for their opinion on the proportion of telephone call costs attributable to non-business calls in an average company environment. The consensus was that costs in the range of 25 to 65% of the total is a reasonable estimate. If one applies these percentages to the employee time lost it equates to a significant loss of productivity.In fact, the major cost of a private telephone call may be the productivity factor. Consider an employee with an hourly pay rate of $25 per hour. If the employee spends an average of 15 minutes per day on private calls, or approximately $6 per day of company time, this amounts to $1500 per year. In a company with 300 employees, this accumulates to almost $500 000 per year.Now take a the monthly telephone bill, take a third of the total cost and add it to the value of your lost productivity. The result does not make a business owner smile.What can be done to limit losses due to non business calls? The Adage ' What gets measured gets managed ' applies here. First measure the cost with a call accounting service - you can't measure without one.Insert all your official company telephone numbers into the system, this includes suppliers, customers and your company cell phones and company office numbers. Run a Call Accounting report to detail the cost of calls to these telephone numbers and compare the figure with the total cost.If you presently do not yet believe in Call Accounting, after this exercise you sure will. We are continually surprised at the small percentage of cost devoted to business calls.To take it a step further, either your business telephone number list is incomplete or.........? We must account for the cost of telephone calls to all the unknown destinations, that is destinations not appearing in your business number list.Start with the big numbers, draw a report from the call accounting service for a list of the most costly destinations, those destinations that are not business numbers should be checked by walking to the person that made the calls and asking. "was it business or private, and if business please tell me what was the destination" This exercise will have sobering effect on employees.Go Gently, your employees are a company asset, and more importantly are real people. They probably have no idea of the cost they incur by making private calls. It is managements responsibility to put processes in place to make staff aware of the costs and ask them to change their habits voluntarily. Our experience has been that most people respond to such a request, this avoids criminalizing your entire work force. Only the people that persist with bad habits need be confronted.

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