Call center industry has evolved with time and innovations. Traditionally, a call center software was used only for running call centers. In the 21st century, there are several inventions made, which has increased the utilities and applications of this software for call centers. One of the major inventions in this industry is a call center billing system. In this blog post, we will explore more about this software and its major features, which are the most important to have.
What is a Call Center Billing Solution?
It is a VoIP billing solution which is built for call center solutions. It keeps track of different users and their usage of the call center software.
Additionally, it manages the production of bills automatically for every customer. Customers can then receive these bills for payment processing.
The major goal of this system is to automate invoicing and billing in a call center. Usually, a multi-tenant call center software is used to provide call center services or to run a business with SaaS or PaaS models. This can help in saving manual resources and time of businesses from tedious billing processes.
When to Use a Call Center Billing Software Solution?
Usually, a call center billing system is used by businesses that provide some sort of service to its customers. It can be call center services or it can be any other model to offer software as a service or product as a service.
The multi-tenant call center software solution usually has this module or one may invest in call center billing integration to add this feature into this software for call centers.
Read also: Call Center Billing Solution – A Complete Guide
What are the Essential Features of the Call Center Billing Software of a Contact Center Solution?
Now you have fundamental knowledge of a billing system for call center software. Let’s explore details about the top features, which are essential to have in any billing system that is used for call center solutions.
Billing at the System Level
Typically, a billing system operates at the campaign level, which can be a valuable feature, but it does not represent the ultimate feature to have. Your software must have a billing system that can apply global invoicing and billing rules for all campaigns and all customers. That is why it is necessary to have a billing system at a system level. At the system level, you can enable and disable this feature. The system changes would apply globally to all campaigns for all users, making the management of global rules easy and traceable.
Call Plan Configuration
In a call center environment, multiple charges such as registration fees, monthly subscription fees, support costs, and additional service charges may apply. However, the core billing model typically revolves around call plans. This means call-per-second billing, call routing logic, and usage-based pricing must be accurately billed to offer more flexible and revenue-generating options. To determine which call center billing scheme aligns best with your call routing and pricing strategy, modern call center billing solutions allow service providers to invoice customers based on configurable call plans—often emphasizing least-cost routing (LCR), intelligent call routing strategies, and other optimized call distribution models.
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Rate Card Configuration
Similar to call routing strategies, businesses can invoice customers according to various criteria, frequently referred to as a subscription plan or rate card. The billing system for the contact center solution must allow call center service providers to define different rate plans, which can be configured at the campaign level or system level, depending on the software and billing module. The software provider can usually customize this module and customize it if required. The major feature of the software is its ability to group clients based on the configured rate card for each client and offer services to them accordingly.
Invoice and receipt
A billing system will not be useful if it does not generate invoices in PDF or similar formats to send to clients based on the rate card, charge per call, call plans, etc. The invoice can have all the details or just high-level information. Moreover, the system must also generate receipts for the payments received.
Reports
Logs and reports are always essential in any software as they help enhance client experience, help in making administrative and managerial decisions, track investments, calculate revenue and ROI, and resolve disputes.
Concluding notes
Having all essential features in your call center billing system for contact center solutions empowers call center service providers. To help you select the right billing system for your software, we have mentioned all the major features you must look for in your system.
If your software does not have these features, you can also invest in call center billing integration from companies like ours that provide integration of this software into the contact center software to add missing features of billing. To know more about our offerings, contact us.
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