Workforce management software for BPO and call centres
Outsourcing and contact centre operations live or die on adherence and utilisation. WorkOrbit measures both automatically across large agent populations, including work-from-home agents, and reports them by shift, team and site.
Shift adherence and attendance at scale
Agent attendance is recorded from the device at login, so adherence to the roster is measured rather than reported. Late starts, early finishes and unplanned breaks appear in the same view as productive time.
- Automatic attendance capture per shift
- Break and idle-time visibility during rostered hours
- Site, team and supervisor-level rollups
Agent utilisation and productivity analytics
Utilisation tells you how much of a paid shift became productive work. Application usage shows whether agents are inside the systems the process requires, which often exposes tooling problems rather than people problems.
- Utilisation by agent, team, process and shift
- Application usage against required process systems
- Trends to compare campaigns and staffing models
Work-from-home agents on the same footing
Home-based agents are measured identically to floor-based agents, including offline periods, so blended operations report as one workforce.
Frequently asked questions
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