Call Accounting - How to Meet Customer Expectations

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Before investing in Call Accounting a client will already have formed some opinions on how to use the product to meet the company's goals. Expectations will include product performance and service delivery. The client wants to meet the perceived need at least possible Total Cost of Ownership, although price/performance and support levels are important.

Your prospective Call Accounting supplier, on the other hand, has a set offering and any deviation from this means a reduction in profitability. It is therefore very important for the buyer to understand fully what to expect from the supplier and the product being offered.

As an example using a more common product; you purchase financial accounting software, if you paid the retail price, you expect to install it yourself, read the manual to see how it all works and get on with it yourself without formal training. You do all of this and you are not disappointed, even if you struggle for hours because you don't want to pay extra for telephone support. In addition, the seller of the accounting software is not responsible for your book keepers level of accounting skills and does not include in the standard price lessons on book keeping.

With this in mind, when you invest in a call accounting solution, as a customer, what are your expectations? And, what exactly does your service provider offer within the standard price?

Once installed,

* Has on-site training been included in the price, and how much training?

* Is training on site included?

* Is support by telephone included?

Taking again the analogy of the financial accounting package, simply buying it does not magically convert you into a qualified accountant. The same is true of Call Accounting.

There are certain principles that have been learned over time that make Call Accounting a very easy, painless and productive exercise. The return on investment can be huge if the buyer is aware of the basic principles and puts them into practice. If you do not, or you attempt to "re-invent the wheel", you should expect a degree of frustration.

As a buyer of Call Accounting services, make a short document of your expectations, what do you expect to achieve from your investment? Share this document with your supplier and ensure you have commitment to support levels that will help you attain your goals.

Always bear in mind, call accounting solutions are information systems, they do not make choices, and they do not by themselves create change.

Change happens when:

* accurate information is available to support decision making (Enabler: Call Accounting System software)

* the relevance of the information is understood (Enabler: Human experience, or proven processes)

* action is taken to meet the predetermined goals (Enabler: Management and the will to change)

Web based call accounting products offer you a management information system together with a set of principles tried and tested in a multitude of different businesses, pick your goals, simply follow the methodology and you will be rewarded with huge returns on your small investment.

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