When you get a commission check from your Master agent or from the Carrier, do you ever calculate your true hourly wage? Once upon a time, commissions were paid out for just the act of selling an account. The expectations were simple and straightforward. The irony was that the commissions at that time were upwards Continue Reading »
Beginnings
CRA Inc., formerly known as Cost Recovery Associates Inc., began in 1999 with the intent to provide the single function of auditing telecommunication invoices. Our mission was to eliminate frequent hefty invoice overcharges for the SMB customer by finding billing errors, recommending plan changes and securing credits. Even though the need for invoice auditing was great, we quickly realized that this service was just the tip of the iceberg, and the needs of the customer were far greater than we had anticipated. Chasing refunds or credit from carriers after the fact for months or even years of errors proved inadequate in many cases. We realized that pro-active monthly auditing, which would keep our customers’ money in their own hands, and not in the carriers’, was a far more effective tactic , and became part of CRA’s new business model.
Today
In 2010 CRA expanded its offering to include packaging the service for Agents, enabling them to either white label the Helpdesk or sell it as a stand-alone product, thereby turning a cost center into a profit center. Instead of the Agent providing free support to their customers, CRA’s model insists on charging for quality support.
Our Helpdesk model requires no upfront investment from the agent whatsoever, and eliminates the payroll and overhead expenses of in-house customer service. Moreover, outsourcing Helpdesk support frees up the Agent’s time to identify new customers. This has proven to be a winning strategy for all.