How to Streamline Your Call Accounting Processes

Jun 9, 2020

Telecom can be one of the biggest expenses for most companies, so managing it is crucial if you want to improve your organization’s profitability. One option is to manually track calls and link each call to the telecom bill, but that’s tedious and time-consuming. A better approach is to use a call accounting software that automates the tracking and recording of your business telephone usage. It allows you to get a detailed overview of your telecom expense, as well as track when, how, and why calls are received or placed.

How to Streamline Your Call Accounting Processes

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Call Accounting Is More Than a Cost Recovery System

Conventionally, call accounting was considered to be a cost recovery system, but with recent developments in functionality, it has become a vital expense management tool. Today’s call accounting software can track both wireless and wireline usage, protect against fraud and abuse, and optimize the telecom network. Within wireline usage, it can also perform trunk analysis and reporting to give you an insight into your hour-by-hour usage, so you can better match demand with available resources.

The latest applications for call accounting benefit functional groups in any organization. For example, marketing can use it to measure the performance of marketing campaigns by diverting inbound calls to a dedicated extension. Sales can use it to monitor the average talk time and the leads they are prospecting. Finance can use it to get a grip on telecom costs and streamline the budgeting process. Some call accounting solutions even let teams self-identify their business vs. personal calls for the purpose of reimbursement, categorization, or simple usage tracking.

Call Accounting Helps to Optimize Network Usage

Network optimization is another critical area where call accounting solutions can make a difference. They can, for instance, assist a business in accessing average peak utilization across its current network. Also, organizations can leverage these solutions to ensure they’re using the most affordable routing option for internal calls.

Call accounting can also help with capacity optimization by seeing how capacities are trending on the business network. Solutions can help predict when a company is expected to reach capacity, as well as project a probable decline over time, which can help you determine where you can reduce some assets to enhance cost savings.

It’s also worth mentioning that call accounting has positive implications for small businesses. Modern call accounting solutions make it possible to view abandoned calls, queue times and other crucial stats so companies can plan moving forward and allocate resources accordingly. Web-based solutions can also be flexible when it comes to the platform of choice, so you can access the network usage from any operating system or device, and users can even pull reports accordingly from any smartphone, tablet, or personal computer.

Call Accounting Allows You to Monitor Staff Activity Metrics

Advancements in call accounting have led to the introduction of solutions that have the capability to display activity on a dashboard or wallboard which can track metrics like call-wait and inbound call times, allowing users to define appropriate activity thresholds. You can, for instance, set a threshold of no more than a 30-second wait time for leads. So, whenever the thresholds exceed, the wallboard changes color (going from blue to red, for instance).

Organizations are also able to leverage call accounting to analyze and comprehend the correlation between the success of their marketing and sales team and related phone activity. For example, you can use activity metrics to identify the least and most effective callers, so that you can take steps to improve efficiency. This can be done by monitoring the number of calls handled by your telemarketing or customer support staff and the length of those calls. You can then capitalize on extension reports to compare individual staff members against the group and evaluate the productivity level of each employee.

Furthermore, call accounting systems can help answer questions like: Which team members are on the phone longest? Are call time thresholds being exceeded on a regular basis? Who is generating the most costs? Simply put, you can get your hands on a vast array of staff activity metrics, which can help you improve productivity, drive optimization and meet KPIs (key performance indicators) for telephone usage within the company. Even ad hoc reports can be produced that display phone instances which fulfill specified criteria, such as time of day, source or destination number, and more.


Both recently established and growing companies can now use call accounting to see risks and opportunities from every angle. Plus, the cost data provided by such systems support broader TEM (telecom expense management) efforts that include sourcing, inventory management, and billing. If integrated into an ongoing TEM program, call accounting can provide real-time insights into call usage and the means to control your telecom costs. Thanks to these advantages, call accounting solutions are being used by some of the largest global companies to unlock true business value.

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