Telecom software tracks activity

Telecom Expense Management Software Can Track Employee Activity by Lisa Santora

Ellen Muraskin's Call Center Magazine article "Call Accounting: All About ROI" states that telecom expense management software, while it is valuable for reducing telecom billing expenses, can also help track employee activity: "Call detail summed up by extension may serve as a good gauge of employee productivity, or lack thereof." By allowing administrators to trace calls to their source, employee productivity at each station can be tracked, providing a method to help companies maximize staff efficiency.

Today's advanced call accounting software offers robust reporting features, including Web access to all data, not just a report subset. Users can either pre-schedule reports or run them on the fly using custom criteria. Call detail records reports can be emailed, stored, and shared with workgroups, providing quick access to actionable information. Real-time call collection and processing capabilities allow business users to address security, business and legal issues without waiting for reports. Via a Web browser authorized users can access call data from any desktop computer.

With toll fraud a growing concern within enterprises, government agencies, and non profit organizations, administrators are turning to call accounting software to provide security safeguards. According to the State of California Office of Network Services, "Toll fraud activity is a major problem that can cost users thousands of dollars in long distance bills. Fraud can happen when an outside caller calls a Centrex user and then requests to be transferred to an unauthorized destination. Once the caller is connected via an operator, or by the Centrex user, the state is charged for any call resulting from the transfer." Call accounting software can track suspicious call activity including calls to unauthorized destinations such as Mexico, the Dominican Republic, Columbia, El Salvador, China, Russia, Egypt, Ghana, Pakistan, and India. By deploying a full featuredcall accounting software solution, organizations can effectively track incoming and outgoing calls and ensure that employees will not be the weak link in their network security

Author, Lisa Santora, writes articles on the business benefits of call accounting and call detail record technology. More information can be found at http://www.telsoft-solutions.com.