What Do End Users Need From Telephone Management

What do end users really need from "telephone management"

? The phrase is offered up as a means of saving money and increasing efficiency, but a software package on its own cannot achieve these things, it can only provide information to enable management to make intelligent decisions.With this in mind, there are five important areas where telephone management can measure key performance indicators that may form the basis of decision making to dramatically improve a company's telecommunications environment for very little cost or effort.I offer a brief description of each here and go into greater detail on each suject in other articles,1. Managing staff use of the telephoneExpressed simply, there are only two categories of telephone call, 'business' and 'private', to define a business call; a telephone call made in furtherance of company objectives. Private calls are those not meeting the business definition.Having said this, it is not realistic to expect employees to make no any private calls. An example, a member of staff has a plumbing emergency at home, and makes a couple of calls to avoid personal disaster. Under these circumstances only the strictest employee could invoke disciplinary procedure.An employer generally allows some private calls, so it boils down to the quantity allowed. To enforce sensible limits an employer must be able to monitor the quantity by using a telephone management system.2. Fraud detectionThere are two broad categories of fraud within a telephone environment, illegal telephone calls, for example a bomb scare hoax, and an unauthorized party tapping into a PBX in order to make telephone calls at the victims expense.Both these activities can easily be identified by a telephone management service.3. Identifying potential savings by using alternative telecommunication service providersTelecommunications providers often propose new call packages that are "guaranteed" to save you money. Your telephone management service can calculate the real cost of the new package before you sign on the dotted line.4. Make best use of your existing PBX or voice switching equipmentAnswers to the deep and dark questions, How many spare extensions do I have? And how many connections to Telecom service providers do I need to support my traffic volumes?A Telephone Management system will answer these questions efficiently and accurately.5. Contribute to customer service managementAre your telephones answered efficiently? Are your staff spending too much or too little time talking to customers and resolving queries?Telephone Management can measure the performance of individual employees easily by comparing the average duration of a telephone call within a group with the average duration of an individual.Considering is relatively low cost and high return every company large or small should have the benefit of telephone management information.

What Do End Users Need From Telephone Management

By: Mike Guile

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