Whether you run a call centre open 24/7/ with hundreds of agents or a 9-5 contact centre with a dozen agents, every second counts. Your agents – the single biggest cost for any call centre – need to spend their time fully engaged with your customers. ‘Lost’ agent time – however small it might seem at the time – can lead to disgruntled customers, failed campaigns and lower revenue. But to reduce absenteeism and agent churn, both agents and managers need to make sure their time really counts.
With Timestandard, agents clock in when they log in – not when they roll up in the car park. Start time data can then be assessed and monitored as part of your Key Performance Indicators (KPIs).
Annual holidays. Weekend breaks. Last minute dentist appointments. With Timestandard, agents can sign in on a mobile or PC and send a holiday or time off request in line with your attendance procedures. All you do is approve their request and ensure their absence is covered.
Instead of meeting with individual agents and updating these details yourself, when they change address, phone number or email address, with Timestandard agents can update their contact details for you.
Accessed on a PC or laptop, the Live Personnel Attendance Dashboard enables line managers, team leaders, supervisors, or HR to see which agent clocked in in real-time. They also capture management clocking data so the business can ensure that managers and supervisors lead by example.
With real-time attendance data you can pay agents for the exact hours worked. Our software also automatically deducts lunch breaks, late arrivals, early departures, holidays, sickness, even partial absences like cigarette breaks whose costs can really mount up. Accurate data can then be imported into payroll software like Sage.
Our built-in Bradford Factor calculator spots patterns of high absence and enables HR to work with individuals to identify the root causes of absenteeism, whether the causes are personal or linked to poor management practices, the working environment or workplace culture.
In addition to metrics like Customer Satisfaction (CSAT) or Average Speed of Answer (ASA), attendance data can be used as a Key Performance Indicator (KPI) to measure the performance of individual agents and teams and set realistic performance targets, incentive schemes, bonuses, awards and promotions.
Our easy-to-use software enables you to build a personnel database including CVs, photos, contact details, training records, contracts of employment, and absence or disciplinary action plan documentation.
With attendance data revealing the cost of absenteeism to the business as well as the cost to the careers of agents, HR can create attendance policies that help new agents understand what is expected of them and how poor absence will impact them, their colleagues, and the business financially.
With supervisors having access to the attendance records of every agent, and clearly communicated attendance policies and procedures in place, the business can ensure that any disciplinary action taken to deal with unacceptable absences is delivered consistently and fairly.