How Call Accounting Fits into the Corporate Mobile Mix
November 24, 2014
By Susan J. Campbell
TMCnet Contributing Editor
How often do you use your mobile device? Is it within inches of your hands at all times, ready to be picked up at the indication of the latest text, newest email or best Facebook (News - Alert) update? While some of us use it merely for personal reasons, others rely on it for both business and pleasure. This mix means that more businesses are looking to implement Bring Your Own Device (BYOD) strategies to support key business initiatives.
At the same time, businesses are also recognizing the value is moving away from the traditional company-owned device strategy. Call accounting practices have turned up more than a few instances of company devices being used for personal initiatives not approved by management. Such misuse and abuse can hurt productivity and negatively impact the bottom line.
In instances where BYOD isn’t the likely choice, management can put alternative call accounting solutions in place to try and mitigate abuse. For instance, alarms can be created that automatically detect when misuse or abuse by an employee is determined through defined behavior patterns. Managers can receive these warnings when an abusive call is going out and can be based on call type, time, duration and even cost.
When behaviors are monitored through these channels, employees are more likely to stay focused and increase their overall productivity as the company removes distractions that prevent smoother operations. It also ensures management can take a proactive approach to eliminating phone system abuse.
Still, company-owned devices can also get lost in the mix when call accounting isn’t properly applied. For instance, visibility into mobile contracts could be lacking, leading to cost inefficiencies and liabilities. When these devices aren’t properly managed, mobile bills may be overcharged, devices may be underutilized and certain accounts may lie dormant, yet still generate a bill every month.
This is where BYOD may make sense. Companies can provide employees with a stipend to help offset the cost of their mobile devices, but then allow them to use their devices as their main source of communication when on the job. Interaction with call accounting solutions may depend upon the company and the type of calls being made, but could also help monitor activity when on company time.
Regardless of device ownership, the important point is to have the right strategies and monitoring in place to support efficiency and productivity goals. Without them, too much is left to chance and the company is bound to see communications costs get out of hand, even with robust call accounting solutions in place. Lay out the plan first and then invest in the tools to carry it out.
Edited by Stefania Viscusi