Call Center Workforce Management Software & Solution
Apploye is an excellent call center workforce management software. Take Apploye as your trusted assistant to manage your call center workforce nicely spending very less time.
Apploye Features for Better Call Center Workforce Management
Apploye has more than 100 useful features. You can utilize the best features for your call center to manage your employees. Let's look at some of the features that are essential for call center management.
Automatic Time Tracking
Apploye lets you track the time of your call center workforce. You can now track your call center employees' work hours based on the start and stop of Apploye app. Know who is working when and how much time they are working. The weekly time tracking limit of Apploye, lets you allocate the specified amount of time that can be used by your employee. However, you can adjust this time limit anytime.
Better Timesheet Management
No more manual calculations based on the clock-in and clock-out for your call center. Based on the time tracked, Apploye is going to generate timesheets of various types. You can get daily, weekly, monthly, and custom date selection timesheets of your employees. Know how much time your workforce has utilized daily, weekly, or monthly. Timesheet approval features of Apploye, give you the extra advantage to review, delete and keep the necessary timesheet of the employee.
Manual Time Entry Option
Your workforce may forget to start the timer of the Apploye app. With Apploye’s manual time entry option, your team members can input the missing time. Of course, employee needs to mention a proper cause while adding the manual time.
Easy Attendance Management
Attendance or clock in and clock out is a concern of every employer. With the Apploye call center workforce management software, you can easily manage the attendance of your call center workforce. Based on the first start and last stop of the timer in the Apploye app, clock-in and clock out is measured. With Apploye geofencing feature, it will be easier to manage the attendance of the employees.
Call Center Workforce Monitoring Features(optional)
Remote or work-from-home employee monitoring features are also available in Apploye to keep the workforce accountable and productive. Let’s see the optional remote employee monitoring features of Apploye.
i. Employee Screenshot monitoring
Do you want to know what your employee is doing on the desktop or laptop? Apploye’s screenshot monitoring feature allows you to set the frequency of up to 3 screenshots within 10 minutes for employees' screens. Screenshots will be taken randomly. Yes, Apploye is also concerned about employees’ privacy. The screenshot can be deleted and a mandatory note needs to be added while deleting.
ii. Apps and URLs Tracking
From the apps and URLs tracking option of Apploye, you can know which apps your employees are using and which websites they are visiting. Also, time spent will be calculated for the specific app and the URLs.
Idle Time Tracking of Call Center Members
This is another cool feature of Apploye . You get the scope to track the idle time of your call center employees. That means how much time your team member didn't work or remained out of gadgets. Besides, as an employer, you can set the time limit from 5 minutes and more. It will create accountability in your workforce and motivate them to remain productive.
Advanced Time Tracking Report
Apploye covers reports of various types. You can have an overall understanding of your employees from the report section. What you will get in the reporting part of Apploye:
i. Detailed time and activity report of call center teams
Get a detailed report of your call center employees' activities with time spent in different apps and websites with manual time entry in a single place. Generate report in pdf or excel to analyze further.
ii. Apps and URL usage report of call center employees
Get a detailed report of the apps used and URLs visited by your call center workforce. You will get detailed time spent on different apps and websites as well. You can notify the workers who are remaining out of track by using unnecessary apps during work hours.
Project management with Apploye Call center WFM software
While managing projects for your call center, you have to act as the median of the entire process as you have to manage both the clients and your employees. You can manage projects of your call center easily with Apploye. Moreover, to make the project profitable you get the scope to set separate bill rates for your clients and pay rates for your employees. In project time tracking , we have more information for you to get a detailed overview of project management with Apploye.
Pomodoro Breaks Management
Your call center workforce can take system breaks with Apploye’s Pomodoro tracker feature. Afterwards, you can ask your employees to set break time intervals with the Pomodoro feature of Apploye. With notifications, they can take breaks and get refreshed for more productive work.
Automatic Payroll For Call Center Employees
Payroll calculation for hourly paid employees is automatic in Apploye. You just need to set the pay rate of your call center employees. Based on the time tracked by your employee, Apploye will generate a timesheet upon your approval. According to the timesheet, payroll will be calculated for the workers. Pay your employees whenever you want by getting the data from Apploye’s web app.
Schedule Management with Apploye Contact Center WFM software (Coming soon)
Apploye offers Google Calendar-like schedules for teams. Assign tasks and jobs to your team members and schedule them. You do not need to manage the schedules of your employees from other apps as you get it in Apploye. Your employees will get timely notifications before the schedule starts.
Call Center Team Management with Apploye
You can easily create and manage teams separately with Apploye. Create a team and add the team members. Assign projects and tasks to the employees. Team manager access allows the leader to keep track of the team's work hours and activities.
What Our Users Say
How to Get Started with Call Center Workforce Management Software
The onboarding process of Apploye is quite straightforward and easy. Let's know the easy process of managing Call Center Workforce with Apploye.
Step 1
Sign up
Create an Apploye account and complete the onboarding process.
Step 2
Invite team members
Invite your call center employees to join the organization.
Step 3
Install the app
Ask your employees to install the Apploye desktop app and sign in.
Step 4
Create projects and assign the members
Add your workforce under the projects you are working with. You can also create tasks under projects.
Step 5
Start tracking time
It's all done. Your call center employees can now track time by starting the desktop app while working.
Frequently asked questions
The call center staffing model called workforce management (WFM) was developed utilizing a series of procedures to guarantee that only the appropriate number of agents with the required skill sets are hired at the proper time. Employers use it to check attendance, distribute personnel and resources wisely, and abide by laws and regulations regarding the workplace that are continuously changing.
Software for workforce management (WFM) helps ensure employees are present at the proper time and location for maximum efficiency. WFM software simplifies management's capability to oversee scheduling, timekeeping, and attendance, monitor productivity, improve performance management, process payroll, maintain legal compliance, and promote employee safety.
You may design the best flow for your firm using workforce management solutions. Employers use it to check attendance, distribute personnel and resources wisely, and abide by laws and regulations regarding the workplace that are continuously changing. The ultimate goals are to maximize output and minimize risk. With it, you can spot inefficiencies, fix them, and create cohesive teams.
Ensuring that a contact center has the appropriate people and skill sets available to handle customer contacts promptly, successfully, and at a cost that is as low as possible to the organization is referred to as workforce management.
Workforce management is a set of procedures used in contact centers to guarantee that the appropriate number of agents with the relevant abilities are scheduled at the proper time. This is even more crucial after the epidemic, as more teams adopt long-term distributed and remote workforce tactics.