Call Accounting Software Helps Retail Businesses Stay Organized
April 17, 2014
By Michelle Amodio
TMCnet Contributor
The retail industry provides an exciting way of life for the more than 24 million people who earn their livelihood in this sector of the U.S. economy. Retailers provide the goods and services that we need; from food, auto parts, apparel, home furnishings, appliances and electronics to advice, home improvement and skilled labor.
Being in the retail business means keeping up with the competition and providing excellent customer support. In the retail industry it's especially important because of the fierce competition and abundance of options available to customers and potential customers. After all, in today's competitive environment, there is little difference between product and service--what separates one company from another is the relationship with the customer and this is where stellar service comes in.
There is a fundamental relationship binding service to retail. In its most complete sense, retail cannot exist without service. While perceptions and the classification of service may have altered over the years, it remains the most important element of the shopping experience.
How can call accounting help with retail customer service?
For one, abandoned calls in customer support can be the death knell to a good customer review. It’s imperative that retail locations focus on abandoned call rates to see if this can help customers not only stay in touch with their company, but to re-establish communication.
Historically, call accounting software has been an invaluable tool for corporations that required control over telephone usage costs. Call accounting systems generally capture and report on call type, origin, date, time, duration and dialed digits. The system stores the data and utilizes the information to calculate cost and generate desired reports.
With call accounting, retailers are getting a better grip on their businesses and making it easier for themselves and their employees to use communication more effectively without the hassle of bill scrutiny, so the focus is more on the customer, not the monthly bill.
Call accounting takes into account invoice validation, contract management and performance management, usually in one solution. When used effectively, call accounting can decrease costs by improving efficiency and automating many telecom management functions, thus providing more efficient customer care.
Considering the importance of telecommunications in the operation of retail business, call accounting software is a critical business tool for customer success and business efficiency.
Edited by Stefania Viscusi