Case Study
Major Contact Centre    

SYSTEM:    VISIONTIME – Interactive Time System
NO. OF EMPLOYEES:    800

This call centre’s agents are allocated to specific and on-going projects, for major Global brand names including MicroSoft and Game.Com.  The company’s rapid growth resulted in the ever increasing administrative burden of managing the time & attendance of all the agents.  

This led them to contact MultiTime for a time & attendance solution.
 
The sheer volume of working time records for payroll purposes was the main challenge, and it was decided  that VisionTime  was the answer.  

A key factor was that the distributed nature of the Web based VisionTime would allow agents to electronically update their own time & absence records with a sign off each time from the supervisor.  This means payroll related queries can be sorted out as they arise – and with a full audit of what is going on.  

Supervisors get automatic emails to alert them to queries. Also the employees are kept in touch with their own holiday and other absence records.  The overall effect is to reduce the administration burden, as well as providing accurate information for payroll for these hourly paid staff. 

Meanwhile supervisors, as is usual in contact centres, play a pivotal role in controlling staff rosters and time & attendance records through our system’s Management Centre function.  

VisionTime allows the Call Centre to create working time rules and shift arrangements which are in tune with current “best practice” and also to match staffing levels to expected call demand  – a key metric in call centre operations! 

For accessibility, employees can use either their  P.C. Screens or Touch Screens to clock in & out and access their records.