Call accounting software is a specific type of accounting solution designed to handle the unique billing needs associated with telecom services. Sometimes known as call logging, this software is most often used in hospitality and telemarketing to manage the costs and surcharges of large amounts of call volume.
Additional features include:
These systems generally include compatible hardware as well, such as individual phones, routers, and answering machines.
As mentioned earlier, call accounting software is primarily used by telecom companies and within the hospitality industry.
There are some inherent differences between how these different types of call accounting operate. For example, a hotel with an on-premise phone system would not need call recording while a telecommunications firm absolutely would. A call center, on the other hand, would absolutely need a way to record and monitor all calls made by their agents.
Call accounting systems help companies improve their services in many ways. The exact benefits of each software will depend on whether the services are being used by telecommunications or hospitality:
The primary benefit of a call accounting solution is the ability to handle all your telecom billing requirements. The system combines hardware and software to calculate how many calls have been made, where the calls go, and what rates they need to use to determine the total costs. Different call accounting software can be adjusted based on your location. For example, if you are in the United States you would calculate rates according to the North American Numbering Plan (NANP).
At telecom companies, this means it’s easier to review all inbound and outbound calls to determine costs. For hotels, this can streamline customer service by adding up all call-related costs with room charges in time for checkout. It’s important the call accounting system can integrate with the hotel accounting software in order to track all guest-related revenue and expenses. No more wasting time settling chargebacks - you’ll have records of each and every call.
Call accounting software helps agents more effectively manage their call volume in several ways. To start, real-time call tracking helps management know who is and isn’t currently on-call. Inbound calls can be directed to available agents and the same can be done with an outbound queue via an auto-dialer.
There are also tools to automatically record metrics or abandoned calls which can then be used to prevent abandonment in the future. These call metrics can show patterns, like how many calls originate from 800 numbers or come in on specific lines, like tech support.
Additionally, call monitoring tools discourage employees from making costly personal calls from their workstations. Encouraging agents to only make personal calls during their scheduled breaks reduces lost time they could be on business calls.
Since call accounting software streamlines rate calculation based on numbering plan areas (NPA) and other factors, it’s easier for call centers to make cost-effective outreach on a global scale. In traditional telecom, the costs associated with calling international leads often meant those contacts were skipped. Or, managers would have to personally provide approval before these calls were made in order to justify the high costs of an international call. With a call accounting system automatically calculating the costs, agents can continue to make outbound international calls without the need for approval from managers first. The software will determine which international calls are worth the costs. This saves time for both the agent and management.
Hotels and resorts which offer low-cost international calling can provide their guests with a better customer experience. Limiting the outbound calls guests make based on pricing can make your establishment look cheap. Simply calculating surcharges with accounting software and appropriately charging the guest at checkout works much better.
Call accounting software can also send out automated alerts whenever an outbound call is made to 911. This is particularly useful at hotels and resorts where it might take emergency responders time to find the room where the call originated. Instead, front desk staff can receive a real-time notification whenever an emergency call is placed and assist with the response. Other numbers can also be flagged within the system to alert staff.
Phone scams are always a concern, whether you work in telemarketing or hospitality. Call accounting systems include fraud detection and prevention measures to help all callers avoid risky situations. One way to secure your phone lines is through setting up a Private Branch Exchange (PBX) within your organization. This provides unified communication by securing all internal calls made at your company. No unexpected numbers, no unknown callers.
Call accounting software pricing generally depends on two factors: the volume of calls and the required hardware. As such, the total costs can vary from business to business.
Typical hardware costs cover:
The more individual pieces of equipment you need, the higher the initial price will be. Calculating software and hardware costs can help you decide which call accounting system is right for your business. Request a quote from Software Connect.