Improving Employee Productivity & Efficiency In The Workplace

The Challenge

Employee monitoring is usually an important precaution to take to determine if employees are following standard practices with regards to company security and data threats. Activity monitoring also ensures that employees stick to only what’s in their job description to allow for a more efficient workforce.

An insurance call center in Canada has been experiencing degradation of service levels partly due to the increase number of calls, but mostly because of employee spending time outside of productive state, which made customers wait longer to be served on the phone. The company was looking for complete visibility of what their call center agents are doing during the busy periods in order to help measure employee productivity and efficiency of each calls.

The Solution

The company was looking for a solution beyond the basic time tracking feature of clock-ins and outs or simply managing and assigning workloads and schedules. The call center Operations Manager was looking for a dynamic and comprehensive solution that could provide location tracking, keystroke logging and screenshots recording, basically an all-inclusive monitoring platform to include agents that work from home.

Using the Teramind solution, Redsploit was able to implement dynamic tracking activity using keystrokes monitoring and optical character recognition, which are the benchmark for monitoring employee activity. Once the managers established the core data of how frequently employees are interacting or typing with their machines, they were able to form a corresponding activity log, audit trails, screenshots and all the other in-depth monitoring vectors that made up a comprehensive profile of employees’ online activity.

The Result

After one month of implementation, the company was able to receive notifications regarding employees that were idle during the busy periods and were able to send screen messages to specific agents reminding them of the clients that on the queue waiting to be serviced. They were also able to identify a number of individuals that spend excess time on social media or Internet surfing work hours and in turn have created a limit of 30 minutes a day for these users. Finally, they were able to also view historical recordings of agents that behave unprofessionally towards customers and would use this as a performance improvement opportunity during their 1:1 sessions.  

There’s been huge improvements with the call center service level and as the company continues to expand their use case for the Teramind solution, they’re confident that they will continue to see improvements in their workforce efficiency as well as customer service scores.

The Operation Manager has already seen success in productivity management by monitoring his team’s performance and identifying opportunities for coaching.

Client
Call Center in Toronto
Date
March 30, 2016
Services
Employee Monitoring Software
Our Role
IT Consulting & Strategy

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