Call Centers
Overview
A call centre with a distributed workforce needed a reliable way to track agent attendance and verify identity, especially with the rise of remote work. The organization lacked visibility into who was working, from where, and whether the correct agent was logged in. This created challenges in workforce accountability, payroll accuracy, and operational efficiency.
Challenge
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No visibility into agent attendance or location
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Inability to verify if the correct agent was working
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Manual clock-ins leading to time theft and payroll errors
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Lack of integration with existing HR and payroll systems
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Difficulty managing remote and hybrid workforces
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Multiple teams & locations to manage
Results
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Detected and reduced “stolen time” by 37%
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Improved payroll accuracy and reduced disputes
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Enabled secure remote work with full visibility
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Positive adoption by agents and supervisors
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Scaled across 12 teams, 852 employees & 4 locations
Solution
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Time & attendance software using facial & voice biometrics
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Clocking via existing devices (cameras & microphones)
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Location tracking at time of clock-in for remote workers
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Auto-sync with payroll systems for accurate processing
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Real-time dashboards for management oversight
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Minimal hardware investment
