How Can A Supplier Ensure The Value Of A Call Accounting Tool?

Call accounting packages are perpetually developing and end-users continuously demand a better service from their suppliers. In order to meet these rising demands, the reseller needs to make an extra effort to provide the finest service available in the industry.

In most cases, resellers consider call accounting systems as their secondary business while Private Branch Exchange (PBX) is their key trade. This indicates that a majority of dealers have no plans to be experts in this domain and hence rely on some other provider for level 2 and level 3 (the secondary and tertiary level) support. Managing a call logging service is a tough task and there are many factors that should be considered in order to run this business effectively and efficiently. However, some of these aspects are not in the dealer's hands.

For instance: There may be a scenario in which the PBX does not produce the needed call data. This could be due to several reasons for instance, when the PBX software or hardware is upgraded; some added programs are installed on the call accounting workstation (even when the vendor assures you that it won't affect the performance of the service); the client mismanages with the software or hardware of the system; there is a power failure; or when the customer's telephone invoice does not match with the call accounting service data.

If a customer logs a complaint about the incorrect data due to any one of the above mentioned problems, and if the root cause is data loss, generally there is no way in which the lost records could be completely recovered. As a matter of fact, even a slight amount of data loss leads to inaccurate data for the entire month.

A customer who has a standalone call logging system is sure to experience the stated problems sooner or later. For a dealer to protect himself from these variables, the only solution would be to sign a service agreement with the client with a wide range of exceptions.

Another answer to these issues is to benefit from an independent system that notifies you whenever there is any problem in the call logging system, Software as a Service (SaaS) comes to the rescue and is now reasonably affordable. SaaS applications help your business by providing extra levels of data monitoring, administration, data examination and professional assistance. For this reason, SaaS promises an elevated level of quality and reliability for your call accounting offerings, promising you, the dealer, a greater margin of profit and content end-users.


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With a a history spanning
twenty years as a
outstanding corporate account manager, Mike
Guile posseses real life
experience in operating voice
communications for clients large and
small.

He offers potential clients a free trial of
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