Email UsContact Centre Timesheets - Infinity Timesheets
Contact Centres often struggle to maintain an up-to-date view of operational costs, especially if they have large numbers of temporary staff or operate flexible working. Visibility of hours worked, salary due and commissions earned are often only available from central HR systems and certainly not in real time. Data delivered days or weeks after the event is often worthless in the dynamic environment of a contact centre.
The Importance Of Agent Cost Management
With constant pressure to reduce costs and increase service capabilities, contact centre managers need comprehensive information in a timely manner to help manage their business. Achieving this means contact centre managers are able to:
- Ensure accurate payment of staff - a major cause of agent attrition
- Align costs to productivity in near real-time
- Achieve timely payment of overtime, bonuses or commission
We have a short video presentation about Infinity Agent Timesheets.
Infinity Agent Timesheets
Infinity Agent Timesheets is an application specifically designed to help contact centres record, report and manage the hours worked and costs associated with their workforce. It works in tandem with existing HR and finance systems to provide an effective tool to assist in the collection and reporting of data. Agents simply log the hours they work on a daily basis directly into a web-based form and supervisors/managers can then review agents" declarations of hours worked and authorise payment at the end of each day or shift.
Managers are then able to view up-to-date information on the real costs of their contact centre and compare and manage against their operational data.
Benefits
There is nothing more de-motivating to agents than disputes over their hours worked and payment. Infinity Agent Timesheets simply prevents these issues from arising and takes the pain out of the managing of staff hours and pay. The process is simplified, agents take on part of the responsibility and timely information is collected. In addition, Infinity Timesheets integrates simply with finance and HR teams by providing them with timely and accurate information on the hours worked by agents. This reduces paper trails and mistakes and dramatically reduces the number of disputes and issues that consume management time.
Rapid Deployment
Infinity Timesheets is an out of the box application that can deliver immediate benefits to a contact centre. Unlike generic timesheet solutions, Infinity Timesheets has been specifically designed and is proven for contact centre environments. Simple supervisor tools enable you to set up agent profiles and pay rates. Standard forms and reports then allow you to gain the benefits of Infinity Agent Timesheets on day one.
"There are two types of people - those who understand that timesheets are a necessary evil and just do them, and those that hate them with a vengeance and make managers" jobs difficult because they don't see the value. We have tried to make Infinity Timesheets as simple as possible and consistent with the right data to help everyone."
Carl Adkins, CEO