| Introduction Call Logging Systems What to do with a Call Logger Operational Performance Planning Conclusion |
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In the modern world telephone and communications systems are undoubtedly important. Whilst being a vital resource for your company they are also a significant expense. It has been said that telecommunication costs are the second or third largest recurring expense of most businesses, and therefore a good system of monitoring and management needs to be in place, especially as competition increases in the market-place.
A few years ago this would all have had to be done by hand - poring over the bills from your telephone provider to see if anything was untoward in the system. Today there is a class of software product known as call logging systems (and also call management or call accounting systems) that can help you to do this. This is a market in which there is no dominant player as the chain of distributors and resellers strike their own deals with software suppliers. The differences between the descriptions of the packages are superficial and for the purposes of this article we will refer to them as call logging systems and what they can and cannot do for you.
We commissioned a report from the Henley Management College from which we have printed an excerpt below.
"Various researchers.. have established it [telephone expense] to be an area where some of the most significant percentage savings can be made through more effective and efficient utilisations of the management systems and the tariffs available. While call logging systems were originally cost control oriented, such systems are, in reality, very powerful planning and management tools. Many of the systems offered, however, would appear not to have made this quantum leap into effective, value added management applications."
Download a copy of the demonstration software
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