How to keep your customers happy — and save money on their telecoms bills
Empowering the customer
The good news is that by providing the solution to this conundrum in the form of call accounting/management solutions, some astute resellers have already benefited twofold: firstly from the dramatic growth in VoIP sales beyond the traditional strongholds of call centre departments into the heart of the business; and secondly by providing an opportunity for their customers to reduce unnecessary expenditure into the bargain.
By providing those in charge of telecoms costs with the tool sets to monitor and control usage for voice and data traffic as well as web usage, IT managers are being empowered to enforce company policies regarding telecoms usage and at the same time ensure that quality and prioritisation of certain types of traffic or users can be imposed. This in turn provides the users with a better service, the IT manager with peace of mind and the channel partner with a satisfied and loyal customer.
Call accounting and management can also serve another important role in many organisations for whom compliance is a major concern. Automating the process of aggregating, monitoring and analysing telecoms usage in order to provide an auditable trail of usage helps tick another important box for IT managers in sectors like finance or government for whom risk management and compliance is of primary importance.
Some of the most common fraudulent problems uncovered by our own systems involves alerting managers to instances of voice mail systems being accessed by hackers or trunk lines being hacked into and left open. However, by ensuring that your customers have effective call accounting systems in place they will be alerted to an impending problem and able to pre-empt a situation that risks incurring major costs to the company. In short, call accounting systems are about much more than reconciling bills.
Effective systems are able to help companies reduce their telecoms costs by gaining control and insight into the way that telecoms resources are being used or abused within the organisation. Channel partners offering such solutions are able to elevate themselves above those offering purely functional VoIP systems to allow their customers to use technology as a means to enhance customer service for both internal and external customers as well as reduce expenditure and mitigate risks.
