Given that 60 to 70 percent of a call center's costs are for personnel,
finding a good system to accurately keep accurate accounting of how they spend their time
on the job is obviously a priority with call center managers. To address this need,
Predictive Plus has announced the availability of CenterWatch, a time management system
designed exclusively for the teleservices industry to effectively track employee time and
attendance, manage employee schedules and activities, and accurately provide data for
payroll administration. CenterWatch was designed to provide a complete end-to-end time
management solution by building a dynamic link between a call center's predictive dialing
system and internal or third-party payroll systems, human resource management and
financial reporting systems. The system cuts labor costs by reducing the amount of dollars
paid to employees for nonproductive time; generates revenue by increasing the percentage
of paid time to billable hours; increases productivity by eliminating manual time tracking
and payroll data entry; and provides comprehensive reports to aid in scheduling, labor
cost tracking, facilities management, human resources and management decision making. It
allows for payroll to be produced in less time and with greater accuracy, substantially
reducing errors, fraud and "phantom" telephone service representatives (TSRs). Using
the call center's predictive dialing system as the basis for data collection and time
tracking, CenterWatch provides an accurate way to record, manage and control all TSR and
staff activities including calling time, training time, break time and down time.
CenterWatch provides a comprehensive set of reports, from time and attendance reports to
payroll, facilities and management reports. The system produces daily attendance rosters
with information on each TSR as well as cumulative data on the entire day, ratio reports
detailing the relationship of supervisor to TSRs and billable to nonbillable hours, and
variance reports such as actual hour worked versus scheduled time, or start time versus
clock-in time. In addition, CenterWatch provides a variety of critical management reports
to provide a better understanding of how and where time is spent. As a result, bottom-line
decisions can be made quickly regarding scheduling and staffing, employee management,
payroll and incentive plans, operating profitability, billing policies, and more.
The CenterWatch System is comprised of three software packages that can be used
together to create a comprehensive solution, or individually to meet a call center's
specific requirements. TimeTracker, the time and attendance module, eliminates manual
timekeeping, timeclocks, punch cards and timesheets. It automatically tracks all
activities within a TSR workday, and provides supervisors with real-time access to the
current activity of each TSR. It captures and records the time and duration of each
activity and provides detailed information on downtime and training. The employee
scheduling package, StaffWorks, creates daily attendance rosters and can generate
schedules and reports within minutes based on historical or real-time data. It allows for
staff adjustments to be made immediately based on current resource availability and
campaign results.
PayLink is CenterWatch's integrated payroll administration software. Working in
conjunction with the time and attendance data, PayLink interfaces to ADP for payroll
production, thereby significantly reducing the number of payroll personnel needed to
accomplish the task. The system can also be customized to work with any internal or
third-party payroll package. PayLink calculates hours worked by any variable, and can be
set-up to handle many different types of premium and incentive pay programs. In addition,
it accounts for payroll entry of nonwork data such as vacation, jury time and sick leave.
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