Streamline BPO operations by tracking key metrics in one place
HiveDesk is an all-in-one platform for BPO firms to manage their operations.
You don’t need separate tools for time tracking, task management, activity monitoring, agent scheduling, leave management, and invoicing.
The best outsourcing companies use HiveDesk to track time, become efficient and become more profitable.
Addresses unique needs of BPOs
BEFORE HiveDesk
- Overwhelmed with daily operations
- Limited visibility into hours worked
- Unsure about compliance with labor laws
- No way to know when agents are on break
- Difficulty tallying billable and non-billable hours
- Struggling to keep projects adequately staffed
AFTER HiveDesk
- Streamlined operations with key metrics in one place
- Full visibility with automatic time tracking
- Compliant with data on attendance, time off and holidays
- Rest and Meal break tracking
- Billable and non-billable time clearly identified
- Optimal staffing with shift scheduling
TIME AND ACTIVITY TRACKING
Reduce overtime and overbilling by contractors
Time tracking in Business Process Outsourcing (BPO) environments serves as a crucial control mechanism to ensure transparency, accountability, and fair compensation. When properly implemented and managed, it has a direct impact on preventing both overtime abuses and inflated billing by third-party contractors.
Without a reliable time-tracking system, it’s challenging to validate the number of hours contractors claim to have worked. HiveDesk time tracking, with its detailed timesheets, ensures that billing aligns closely with actual labor, rather than estimated or “rounded up” figures.
Contractors who know their hours are meticulously recorded and verifiable are less likely to pad their timesheets. This inherent transparency deters unethical billing practices and fosters a culture of honesty and fairness.
Workforce Management
Improve workforce utilization and productivity
Effective employee scheduling ensures that the number of agents on duty matches the fluctuating workload. By using the employee shift scheduling feature in HiveDesk, BPOs can schedule more agents during peak hours and fewer during less busy hours. This alignment prevents under-utilization (where agents sit idle) and over-utilization (where agents are overwhelmed), leading to a balanced workload that optimizes how every employee’s time is used.
Activity monitoring tools provide visibility into how employees spend their work hours. Employees who are aware that their activities are being measured tend to remain more focused on their tasks. This heightened sense of accountability naturally leads to higher productivity and better resource utilization since employees strive to meet performance benchmarks and adhere to schedules.
Compliance with labor laws
Break time, attendance, and time off tracking
Multi-location or globally distributed BPOs face varying local labor regulations. Unified attendance and time-off tracking systems allow each site to apply rules consistently and maintain compliance despite different legal environments. This standardized approach ensures that the entire organization, not just a single location, aligns with pertinent labor laws.
Labor regulators and auditors often request records of attendance, breaks, and leave management. Having reliable, automated systems in place ensures that BPOs can quickly produce verifiable records. This responsiveness and transparency demonstrate good faith compliance and can help the company avoid or resolve any compliance-related investigations efficiently.
INVOICING
Bill clients accurately
Tired of tedious, error-prone manual time entry affecting billing and reporting?
Ensure accurate billing, reduce disputes, and improve cash flow with our time tracking software.
Manual time tracking can be inaccurate, leading to billing disputes with clients and delayed payments.
An automatic time tracking outsourcing software ensures accurate billing, reduces disputes, and improves cash flow for your outsourcing company. You also gain clients’ trust through transparent billing and detailed reports of work completed.
Business Growth and Profitability
Get competitive advantage
Integrating and effectively managing time tracking, activity monitoring, employee scheduling, time off tracking, attendance monitoring, and accurate invoicing forms a comprehensive workforce management ecosystem that drives key improvements in client satisfaction, profitability, and overall business growth for a BPO.
HiveDesk drives a virtuous cycle of growth for BPOs by combining these powerful features into one platform.
It enhances service quality and trust, which in turn boosts client satisfaction. Satisfied clients become repeat customers, recommend the BPO to others, and generate steady revenue growth. The end result is a thriving, profitable, and respected BPO business poised for sustainable expansion.
Built for every role in BPO
Chief Operating Officer
Oversees productivity, manages budget/P&L, Reviews workforce attendance, ensures labor compliance, oversees scheduling.
Team Leader
Assigns tasks to team members, verifies timesheets, manages progress reporting.
HR Manager
Oversees attendance policies, manages time-off requests, ensures shift availability, creates and manages HR policies.
Finance Manager
Bills clients, tracks costs, manages profitability.
— Testimonials
Hear what our clients say
Start your BPO's transformation today!
Say hello to productivity, accuracy, and profitable growth. Streamline your operations and financial management with HiveDesk.