Call accounting systems work on the principle of collecting and tabulating information from call data records (CDR) that are generated in the company's PBX system. A call data record typically contains information about the date, time and duration of a call, whether it was incoming or outgoing, where the call originated, what its destination was and its cost.



Today's call accounting systems can produce reports that break down the calls over a given period by division, by department and even by employee. Such information can be extremely valuable as a tool to improve employee productivity.

An obvious example is in a sales department, where total sales for a given salesperson can be compared against that salesman's cost (or number) of calls. Where this ratio is not favorable on a recently hired salesperson, this can be an indication that more training is required.

Other employees might abuse the company's phone system by making frequent and lengthy personal calls. Not only does this run up the company's phone bill, but while the employee is on the phone he or she is not producing, which of course is not in the company's interest.

In many cases, drastic action may not be necessary. Once employees become aware that the call accounting system tracks their calls, they tend to become reluctant to make a lot of personal calls and instead spend more time doing the work they were hired for.

To be fair, many employers would not forbid employees from making a personal call when they need to. For that reason, some call accounting systems provide a feature where employees can mark certain calls private, which results in a payroll deduction for that employee. That way the employee does not have to feel guilty about using the company phone for a private call and the employer does not have to foot the bill.

Chargeback is another valuable feature that call accounting software can provide. At the end of each month the total cost of calls for each department is billed for the cost of its calls. Department heads will become alert and will take measures to keep their phone bills in a reasonable range.

Call accounting systems can also provide statistics on phone traffic patterns, which indicate where and when the traffic is heavy or light. This can be of benefit in predicting and planning the future allocation of telecommunications resources.

For more information on call accounting software, visit Telsoft Solutions.