Call Accounting Featured Article

Call Accounting Solutions Help Keep the Smart in Smartphones

  By Susan J. Campbell, TMCnet Contributing Editor

There’s nothing more frustrating to the business owner than the employee who wastes time. Employees generally represent the largest portion of overhead, which strains this portion of the budget even more when productivity isn’t at a premium. And as smart devices have brought considerable capabilities and the opportunity to be mobile, they have also brought opportunities to waste time.

Call accounting solutions provider ISI (News - Alert) Telemanagement Solutions recently posted a blog on employee productivity and how call accounting solutions can lend a hand. While instant access to information and communication can help us get work done faster, it can also lead to increased use. Before long, the assignment is missed, the deadline passes unfulfilled and a financial resource is wasted.

How do you determine the best balance between improved capabilities and employee productivity?

Infortel Select is one answer. The solution can help you track employee activity and, therefore, improve productivity. This is possible through the tracking of abandoned calls, the provisioning of ring-time summaries, ring-time details and daily or weekly metrics to demonstrate the level of responsiveness when an individual answers the phone. Dialed number identification also allows for the capture of the number on abandoned calls and then re-establishes the connection.

The Executive Summary report is designed to provide a high-level accounting of several reports into one. Managers can receive the report and use the information to determine if more detailed metrics are needed to make decisions. The call accounting solution ensures the report provides a sequential view of the corporate structure, identifying where calls are being distributed, seeing what trends may have developed over the previous six months, and identifying what phone services are needed according to call type.

The Call Redirect Report provides detailed and by the hour information on all calling activity. The call accounting reports are designed to provide information on calls that are forwarded to another extension or to voicemail. They have the potential to show organizations how often callers reach actual people instead of recordings. It also enables management to determine how many employees are answering their phones instead of letting calls roll over to other extensions or landing in voicemail boxes.

These capabilities are just the beginning of what is available with the Infortel Select through ISI’s call accounting solution suite. As companies continue to embrace smart devices to improve access to capabilities and increased mobility, more attention will have to be placed on employee productivity. With the right tools in place, you can have both.