Problems with Abusive Calling Requires a Robust Call Accounting Solution
March 28, 2014
By Susan J. Campbell
TMCnet Contributing Editor
When we talk about business communications, we often focus on the benefits associated with VoIP or how an IP-PBX (News - Alert) can provide a streamlined experience. The hype is centered on the positive, rarely paying attention to the challenges companies can face when their communications systems don’t deliver on expectations. They want to receive calls from customers, but what if those calls are actually unwelcomed?
It seems like an oxymoron to assume that a business would ever want a customer to not call, but when the calls turn abusive, the story changes. Hospitals know this well since doctors, nurses and medical staff can often be the targets of abusive calling from an upset patient or family member. When the phone system works really well, it can almost make it easier for these individuals to reach the intended target and upset the processes in place. Likewise, employees with less than honest intentions may want to use the system to their own advantage.
It’s these type of situations that call for a robust call accounting solution.
While the typical call accounting solution is generally grouped with the offerings that enable a business to streamline communication costs and get a better handle on activities and accounts, it can also protect the organization prone to abusive calling. When alerts are set to detect abusive activity, hospitals and other organizations receiving such calls are better equipped to protect their employees and handle the situation.
ISI Healthcare Solutions are designed to do just that – provide healthcare organizations with the tools they need to optimize their communications systems. With robust call accounting, these organizations can enjoy unified communications networks, as well as access to the metrics and analytics needed to ensure electronic record trails, compliance and cost savings. An extension of the platform includes the tools to help track abusive calling.
According to ISI (News - Alert), there are two types of abusive calling patterns identified in the healthcare industry: calls that are of a threatening or abusive nature that are meant to annoy or upset the recipient; and calls that are placed by employees that misuse and abuse the organization’s phone system. The company’s Infortel Select can effectively target numbers and set alarms to track harassing and abusive calls.
Using this technology, hospitals and care centers can also produce metrics on outbound and inbound call traffic to better detect abuse and the misuse of landline phone systems. This helps the organization maintain a better handle on their internal calling activities and understand what may be taking place behind closed doors.
The point of any worthwhile call accounting solution is to provide complete visibility into calling activities so the organization can better control costs and streamline operations.
Edited by Stefania Viscusi