How Can Resellers Ensure The Quality Of A Call Accounting Platform?

Author : lynnmulligan
Publish Date : 2020-11-20


How Can Resellers Ensure The Quality Of A Call Accounting Platform?

Call accounting products are continuously evolving and consumers continuously demand an improved tool from their resellers. In order to meet these rising demands, the dealer has to make an extra effort to provide the best possible service available in the industry.

In most cases, resellers consider call accounting solutions as their sideline business while PBX is their primary business. This indicates that a majority of dealers do not intend to become experts in this domain and therefore rely on another supplier for second level and level 3 (the secondary and tertiary level) help. Maintaining a call logging system is a hard task and there are numerous aspects that need to be considered in order to manage this job successfully. However, some of these factors are beyond the reseller's domain.

For instance: There may be an instance in which the PBX software does not produce the required call data. This can be because of several reasons such as when the Private Branch Exchange software or hardware is upgraded; additional programs are installed on the call accounting workstation (even when the vendor assures you that it won't affect the performance of the service); the customer mismanages with the software or hardware of the computer; there is a power failure; or when the client's phone invoice does not match with the call accounting system records.

When a customer registers a complaint regarding the incorrect data due to either of the stated issues, and if the root cause is data loss, generally there is no way in which the lost data could be properly retrieved. In fact, even a minute amount of data loss leads to incorrect figures for the whole month.

A customer who has an independent call accounting system is sure to experience the stated issues sooner or later. For a dealer to safeguard himself from these factors, the only way out would be to sign a service deal with the client with a large number of exclusions.

An alternative answer to these issues would be to get help from an independent system that alerts you when there is any problem in the call logging tool, Software as a Service (SaaS) comes to the rescue and is now economically viable. SaaS applications provide a huge advantage to your business by introducing additional levels of data checking, administration, record examination and expert support. For this reason, SaaS ensures an elevated level of value and reliability for your call accounting offerings, promising you, the reseller, a greater return on your investment and content users.

With a experience spanning twenty years as a outstanding corporate account manager, Mike Guile imparts real life expertise in controlling voice communications for clients large and small.

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