Resellers Endure Unsatisfactory Income From Call Accounting

For the majority of call accounting dealers, the service has never been a money spinner

. Most Resellers offer call accounting tools with every telephone switch sold. It is usual industry practice. The client expects it. Here we probe the reasons for the limited profitability and offer some answers.A typical scenario is:Your voice switch salesman has received an order, a small voice switch and a call accounting software package. Generally I find that the sales person has discussed the voice switch and its feature in detail. Not so with the call accounting software, the end users expectations are left undiscovered.Now consider the installation and its obstacles. The PBX has a new release of software, your installation technician has assumed there are no changes to the call record.Your technician arrives at site to install the new voice switch, now we discover the user has designated a computer that appears to have been rolled down a steel staircase. To add to the issue, it is situated 80 meters from the voice switch.Being a service orientated company you comply with the customers requests, install the long cable only to find that the PBX output is now IP and not serial. Adding to your problem, the customer outsources his computer network to a company who have strict rules on what can be connected to it. Negotiations begin.The software is now installed and working. Who are we to train, a computer illiterate dummy. You do your best to train, after all the customer won't pay for the installation until training is complete and accurate reports have been delivered. If there are problems with the reports, the customer will delay payment for the entire job.Call Accounting solutions for a small business are not a big ticket item, the Value Added Reseller may make 25% gross profit, after sales expenses not sufficient to buy a business breakfast. After all the installation and service costs are taken into account, is there any real profit left?To avoid these issues firstly ensure your customers expectations are set. Do this with a demonstration of the call accounting software. If possible, it is best to give the customer a free trial account, this way the customer will know exactly what to expect.Second, avoid using a computer supplied by the client. Far better to supply a new computer or to use a Data Collection Device or call buffer to collect and store the call record data safely.Third, leave the call record problems to the product expert, that is, the supplier of the service.Fourthly, ensure you are using a product that can be supported remotely both technically and from an end user perspective, if not, you are at risk of revisiting site for menial un-billable tasks.Fifth, Make sure your margin is 60 to 80% of the sale price. You need this level of gross margin to come out on top.For Resellers who have the right product, call accounting can be an extremely profitable service. Choose your supplier wisely and see the benefits.

Resellers Endure Unsatisfactory Income From Call Accounting

By: Mike Guile

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