Telecommunications Expense Management: How to Audit Your Bills, Reduce Expenses and Negotiate Favorable Rates

by Michael Brosnan, John Messina & Ellen Block, softcover, 293 pages, 1999, $39.95

Quantity:

Home

Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

About
Contact Us
Shipping Options

Overview

Telecommunications Expense Management is a complete guide to managing all your telecommunications billing.  It covers a broad spectrum of products and services from the most basic, often called POTS for plain old telephone service, to trunks, interexchange services, network configurations and fraud protection. More importantly, it explains how to save money on all of them.  This book contains real life examples of refunds with information on how billing errors are discovered, exposed, and resolved.  It's also an excellent reference guide, with information that includes industry resources and shopping tips for communications services.  You'll find listings on local and long distance service providers, international carriers, fiber and cable companies, call centers and international callback.

Information professionals will find the authors' suggestions useful, yet uncomplicated to implement.  After you have used their suggestions to identify possible errors or optimization opportunities, the book details what steps need to be taken to secure the associated recoveries or service charges, including contact information and phone numbers.  In addition, their contract negotiation tips could save your organization dollars up front by providing information you need at the bargaining table.

Table of Contents

  1. Understanding Your Local Telephone Bill
  2. The Customer Service Record (CSR) - Switched and Dedicated Services
  3. Carrier Access Billing System "CABS"
  4. How to Identify Billing Errors and Obtain Refunds
  5. Optimizing Your Network
  6. Long Distance Bill Auditing
  7. Secrets of Contract Negotiation
  8. Utilizing the Power of the Internet to Audit Your Bills
  9. Processing and Validating Technology Invoices
  10. Call Accounting, Phone System Security, Toll Fraud and Toll Abuse


The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2012 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 19, 2012