The accounting division of a New York City insurance agency stated that their call center monthly PRI voice charges seemed unusually high. The costs had been steadily increasing over the past few years. According to the client, the only recommendation provided by their carrier billing and sales team was to increase their call plan allotted minutes. The client required an assessment of their existing telecom service and spend with a view towards installing a more cost-effective technology solution.
Result: Using the client’s invoices and other carrier records, a historical usage assessment was prepared. These reports immediately highlighted several differences and trends in the client’s usage patterns. Further investigation and discussion with the IT team revealed the client had been forced to move because of a building fire several years ago. A deep dive into the carrier maintenance records, trouble tickets, and move orders showed several delays and attempts to deliver new service to the client. It was deduced that as a temporary solution, the carrier placed a call forwarding scheme on the client’s main line. As a result, the client had been charged for every incoming call in the past several years. Working with the carriers billing, maintenance, provisioning, and legal team the usage issue was resolved and overpayment was recovered for the client. The client was so pleased with the bill decrease and result; they opted not to change providers or technology solution.
