Call Center Time Tracking Software with Shift Scheduling
HiveDesk is an all-in-one platform for Call Centers to achieve world-class operations, higher revenue, lower costs and increased profits.
One tool that does it all – time tracking, activity monitoring, agent shift scheduling, attendance tracking, time off management, and invoicing.
The best call centers use HiveDesk for time tracking and shift scheduling to become efficient and more profitable.
Grow Your Call Center Profitably
BEFORE HiveDesk
- Overwhelmed with managing agents, clients, and work
- Adhoc scheduling causing staffing issues and overtime
- No visibility into hours worked by agents
- Unsure about compliance with labor laws
- Difficulty tallying billable and non-billable hours
- Limited data on client profitability
AFTER HiveDesk
- Streamlined operations with key metrics in one place
- Optimal staffing and less overtime with shift scheduling
- Full visibility with automatic time tracking
- Compliant with data on break time, attendance, and time off
- Billable and non-billable time clearly identified
- Real-time tracking of cost and billable time
AUTOMATIC TIME TRACKING
Track billable and non-billable hours
Improving efficiency, cost control, and resource management in your call center with HiveDesk time tracking software. Track billable and non-billable hours, break times, meal times and meeting hours.
By tracking billable and non-billable hours, call centers can ensure clients are invoiced only for actual work hours, reducing invoicing errors and client disputes.
Understanding how much time is spent on breaks, meals, and meetings helps identify inefficiencies or time mismanagement.
Managers gain visibility into when agents are on breaks, in meetings, or available to handle calls. This allows for better resource planning and real-time workforce adjustments.
Call centers can use the data to analyze patterns and optimize schedules, minimize non-billable hours, and improve overall efficiency.
Workforce Management
Use employee shift scheduling to increase utilization and productivity
Employee shift scheduling, attendance tracking, and time-off management play a critical role in improving resource utilization and productivity in call centers.
Call centers work in shifts and require a certain number of agents to provide coverage for expected call volumes. Fewer agents will result in long wait times for customers while having more agents results in agents wasting their time.
The agent shift scheduling feature in HiveDesk lets you create custom shifts and agent schedules that suit your call center’s needs.
Attendance monitoring ensures managers know who is available to take calls. By identifying no-shows or late arrivals early, managers can quickly adjust schedules or reallocate resources to maintain service levels.
By tracking planned and unplanned leave, managers can plan for absences in advance.
REGULATORY COMPLIANCE
Stay compliant with labor laws
Our call center time tracking software does more than just track agent time.
It has attendance monitoring, time-off management, and overtime tracking features that help call centers maintain compliance with labor laws. These features ensure that employees’ working hours, breaks, and leave adhere to legal requirements, reducing the risk of penalties, disputes, and operational disruptions.
By managing employee attendance and time off fairly, call centers ensure compliance with labor laws regarding work hours, overtime, and breaks.
Fair policies around attendance and leave foster trust, engagement, and higher morale, leading to more productive and committed employees.
Tracking meal breaks and rest periods ensures compliance with labor laws that mandate specific break times for employees. Proper documentation helps avoid legal risks, disputes, or penalties related to missed or unpaid breaks.
BILLING
Improve trust with clients with accurate and verifiable invoices
Tracking non-billable and billable time ensures your invoices are accurate and builds trust with clients.
With HiveDesk call center time tracking software, you can categorize non-billable hours into meal breaks, rest breaks, and meeting time. This information helps you demonstrate to your clients that you care for your employees and have good labor practices.
By tracking overtime hours worked by your call center agents, you can ensure that you don’t miss billing those hours while providing verifiable invoices to your clients.
Business Growth and Profitability
Keep clients happy and grow your call center profitably
By using our call center tracking time software, employee scheduling, attendance tracking, time-off management, and invoicing, call centers gain accurate labor cost control, optimize productivity, ensure compliance, and improve client trust through transparency.
Call centers maximize workforce efficiency with HiveDesk by aligning resources with demand, balancing workloads, and proactively addressing gaps.
For call centers that bill clients based on agent work hours, tracking billable vs. non-billable time ensures clients are invoiced accurately. Transparent reporting on time spent working vs. on breaks builds trust with clients and helps justify costs.
Call centers can use the data from HiveDesk to analyze patterns and optimize schedules, minimize non-billable hours, and improve overall efficiency.
This ultimately leads to better financial performance, improved resource utilization, and higher customer satisfaction.
Built for every role in Call Centers
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 transformation of your call center today!
Say hello to productivity, accuracy, and profitable growth. Streamline your call center operations with HiveDesk.