subject: Call Accounting And Customer Expectations [print this page] Before investing in Call Accounting a client will already have formed some opinions on how to use the product to meet the company's goals. Expectations will include product performance and service delivery. The client wants to meet the perceived need at least possible Total Cost of Ownership, although price/performance and support levels are important.
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.
As an example using a more common product; you purchase financial accounting software, if you paid the retail price, you expect to install it yourself, read the manual to see how it all works and get on with it yourself without formal training. You do all of this and you are not disappointed, even if you struggle for hours because you don't want to pay extra for telephone support. In addition, the seller of the accounting software is not responsible for your book keepers level of accounting skills and does not include in the standard price lessons on book keeping.
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?
Once installed,
* Is the service provider responsible for PBX problems?
* 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.
Call Accounting System software is only an enabler, it gives the user information about the telephone environment, it does not make decisions and it does not implement change.
Change happens when:
* Decision makers have accurate information on which to base their actions. (call accounting as an information system)
* 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.
