Human Resources – A corporation's greatest expense

One of the greatest concerns of company executives and human resource departments today is finding and retaining top-performing talent – especially given that many Baby Boomers will soon be retiring. However a poor investment can be costly. A call accounting system provides the call tracking you need to ensure a return on investment as part of your total human resources evaluation program.

Most businesses employ a 90-day evaluation period to thoroughly assess a new candidate before committing to a long-term employee-employer relationship.

When performance metrics make or break a new hire, knowing that your new hire is providing the return on investment you hoped comes from seeing in real time his or her performance through such metrics as:

· Are calls made at the designated time and date, or are employees claiming calls not actually made?

· How long are calls lasting? If sales or business calls are too long or too short, Sales Reps may need more training or they may not be putting enough effort into the sale or pitch.

· Are employees calling prospects and clients, or are they spending too much time talking to personal contacts on company time? Call detail records can tell you the number they are dialing.

· Are calls being missed, dropped or lost? Real-time caller ID
information shows cradle-to-grave information on where calls originate, to what extension they land, the line and trunk location, and call completion status for complete accountability.

· A call accounting system tracks all call data for comparison against bills thus reducing costs. If an employee is making too many personal calls, you can hold them accountable for their part in the billing costs.

Use of call accounting software with its call detail record can provide the data you need to make an informed evaluation of a new hire against the goals set, which can reassure you that you have a quality candidate, or that you need to cut your losses before they become too costly.

---
Author, Karen Ritz, VP Business Development for TelSoft Solutions, writes on the business benefits of call accounting and call detail record technology. More information can be found at http://www.telsoft-solutions.com.