Traditional Call Accounting- Destined For The Scrape Yard

A quick Internet search shows how far call accounting technology has come in the last 10 years

, nowhere. Resellers are still punting the same old architecture. Over time, the presentation of call accounting reports have improved, but the content remains the same and more importantly the method of delivery remains unchanged.A piece of software delivered (box dropped) to the customer, installed and all of a sudden the customer is now a fully qualified telecommunications expert, able interpret the information in the reports and take appropriate action. Some people call this Tele-management software, well, Management 101 suggests that management happens when someone receives accurate information, interprets the information and takes actions that create value. Software on its own cannot do this. If you are a call accounting reseller, ask yourself how many of your customers are able to do it?The issues are twofold. Reliability of stand alone call accounting software is at best flaky. When the reseller relies on the customer to report when something is wrong you can expect at least 50% of the installed customer base to be not fully operation at any given point in time. And what choice does the reseller have, he can't send a technician to the customers premises every day to check.Now lets consider the skills issue. Your call accounting client is not often a born again telecommunication expert. He may be a respected doctor, an evil divorce lawyer, or a semi-retired accountant. But my point is, the customer is involved with his own customers and using his own skill set to earn a living. The customer is not going to divert attention away from the core business to be involved in the unfamiliar act of managing telephones. Picture this, you are sick so you call the doctor, he tells you there are plenty of help pages on his website and an FAQ section, when you're finished go to the web store and order the drugs you need. This doctor will not keep private patients, they will go where they get service. A Call Accounting reseller who wants to grow his business need to deliver a level of personal service, doing this will soon elevate you to the lofty position of Trusted Advisor, you will cease to be just another stressed out PBX techie.Does this mean your technician should visit the customer daily to check the call accounting systems are working. Fortunately not.Change the way you deliver call accounting services to your end users. Standalone packages just do not cut it, you cannot deliver professional service, you cannot take the role of a Trusted Advisor by waiting for your customer to call you, after all he may have called 3 of your competitors before he contacts you.So is traditional call accounting dead?, I'd say so. It is time to move to new technology, a new breed of software that adds value to you the reseller, and to your customers. This is Web Call Accounting, a fully managed service, it will improve your profits and your reputation with your customers.

Traditional Call Accounting- Destined For The Scrape Yard

By: Mike Guile

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