Workday analytics for outsourced contact centers

Make better decisions for your contact center

Boost transparency, accountability, and performance for your staff, managers, and clients with employee-friendly automated time tracking & workday analytics

Show value to retain clients

Measure attendance, productivity, and compliance to demonstrate proof of your work and value to clients.

Stop killing your margins

Get the accurate data you need to eliminate inefficiencies and manage costs while maintaining quality.

Improve team productivity & performance

Uncover the productivity insights that empower everyone to improve, whether they work on-site, remotely, or offshore.

Outsourced contact centers are using Time Doctor to get better

Get a crystal clear picture of what staff are doing and how you can help them improve - for the benefit of themselves, your business, and your clients.

Employee-friendly time tracking

See who is active, late or not present to monitor schedule adherence and calculate payroll as you go - ensure staff get fully recognized for work they do.

Daily and real-time email notifications

Create custom email notifications based on performance and compliance triggers, keeping managers and leaders up to date on who needs help and attention.

Outsourced contact centers are getting these results with Time Doctor

30% more productive

"Time Doctor allowed us to identify the available time of employees, which led to a 30% increase in overall productivity."

Johan le Bail, Eufonie

35% more efficient

“As we optimize cost-efficiency, we also commit to the productivity and work-efficiency of our staff.”

Rommel Ragasa, Pheonix Virtual Solutions

Build the best team

"If you want to make more of your employee’s time and take your company in the right direction, Time Doctor’s data will make that possible for you."

Monica Thakwani, Boring Commerce

Time tracking

Build an accurate picture of how frontline employees spend their time

Give managers and clients peace of mind that their teams are working productively:

  • Automatically verify employee attendance and timesheets for billing with non-intrusive and automatic time tracking.

  • Create work schedules and manage schedule adherence - get real-time alerts.

  • Keep records of websites and applications employees use and rate their productivity.

Proof of work

Win, retain, and grow clients by providing proof of work and value

Prove to clients you have completed work, adhered to schedules, and met compliance and security guidelines.

  • Optional timed screenshots and screencasts provide audit trail of what employees are doing, for compliance and security.

  • Time and attendance tracking for all staff brings accountability - allow agents to work from home with total peace of mind.

  • For agents, it means they get recognition for the work they do, improving employee experience and boosting retention.

Report

A global survey into BPOs and productivity

How outsourcing providers around the world are managing productivity to improve client and employee retention, growth, and profitability. The first post-Covid global survey of its kind shows that 90% of BPOs are focusing on productivity to meet their post-pandemic challenges.

Productivity

Boost your margins by identifying and solving your productivity issues

Enable managers and company owners to identify and solve productivity problems to protect margins:

  • Real-time dashboards and custom reports give complete visibility of everyone’s productivity and insights into how to get better.

  • Build performance benchmarks, compare individuals and teams, and identify training and performance gaps.

  • Identify inefficiencies so that you can optimize processes and workflows - and even understand what to automate.

Cost control

Optimize your use of resources and allocate costs more effectively

Manage all your resources more efficiently based on an accurate understanding of the contribution they make to your results.

  • Do your reporting, timesheets, billing, payroll, and QA / compliance monitoring more quickly and accurately.

  • Break down hours worked per agent, team leader, and manager by project or client, and assign hours accurately.

  • Understand exactly what resources like software licenses you’re using, and justify all your hiring and resourcing decisions.

Performance

Use accurate data for continuous improvement across the whole business

Uncover the productivity insights that empower everyone to improve, whether they work on-site, remotely, or offshore:

  • Establish the link, for individuals and teams, between how they spend their time and the results they achieve.

  • Make everyone’s performance data visible so agents and leaders can help themselves - and each other - to get better.

  • Understand each employee’s behavioral patterns and build personalized training and development programs.

Employee experience

Understand how your employees work to enable them to deliver their very best

You can use Time Doctor to improve the employee experience by making every employee's workday a little bit better:

  • Improve retention by offering more flexibility and getting ahead of burnout with the work/life balance widget.

  • Personalize the way you manage each employee by understanding how they prefer to work, and what they find easy and hard to do.

  • Improve employee care and predict attrition by knowing when a team member has a problem or when their behavior changes.

Success story

How a BPO transitioned to work from home and the impact on workplace productivity

In an effort to better understand the impact of the pandemic on workplace productivity, Time Doctor teamed up with one of our major outsourcing clients in the Philippines to examine their data and uncover insights. Some surprising insights followed.