DataDrillers experience auditing outsourced call center invoicing has found
that invoices frequently contain significant errors, and errors
most often favor the service providers.
If you use outsourced call center services provider, chances are that you receive
a monthly invoice that summarizes hundreds of thousands call records
into a few line items. These line items provide little visibility of
the charges behind them, and you have no real way to determine accuracy of invoiced charges.
The internals of call center billing is complex. It's
based on calculations of call center specific metrics such as work
time, talk time, handle time, and agent productivity. Each of
these measures can be assembled from multiple switch specific and agent detailed work
states. Different rates can apply to different campaign and
phone number combinations, agents can perform work on multiple calls
at a time, and possibly work for more than one customer at a time.
With this type of environment, the opportunity for billing errors is
large. Small errors in billing formulas can have a major
impact on amounts charged. We have found that many providers have not automated their backend billing processes
and rely on manual processes that involve cut-and-paste into
spreadsheets for invoicing on multi-million dollar accounts.
DataDrillers call center invoice audit service helps to ensure your
billing is correct. We are uniquely positioned to validate
center invoicing. Our backgrounds are in call center and telecom
switch level interfaces and our team members have designed entire
billing systems for call centers. Our combined telecom switch,
call center, and data analytics experience means we understand the
data we're looking at and we work to put it to use for you.
DataDrillers conducts invoice audits at the telecom switch and agent state levels rather than using derived vendor created
reports and data sources. Using switch data, we recreate invoices and reports using industry standard billing
formulas and then compare results with invoices provided by the vendors. Any discrepancies are noted and
worked out as needed with the vendors. If significant errors are
identified, we can easily bring more historical data
into the system to determine their extent.
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