Streamline Your Call Center Operations with HiveDesk

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, task management, activity monitoring, agent scheduling, attendance & time off management, and invoicing.

No credit card needed | Ease of use

The best call centers use HiveDesk to track time, become efficient and become 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 by tracking billable and non-billable hours (like break times, meal times, and meeting hours). By tracking billable and non-billable hours, call centers can ensure employees are paid only for actual work hours, reducing payroll errors. 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

Improve workforce utilization and productivity

Employee 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 scheduler 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

Break time tracking, attendance monitoring, time-off management, and time tracking are essential tools that help call centers maintain compliance with labor laws. These systems 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

Business Growth and Profitability

Keep clients happy and grow your call center profitably

By using HiveDesk for tracking time, 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

One of the first employee tracking software I ever used and I compare all the latest programs to HiveDesk. It is a definite contender in this space. Easy to use as the most important thing for time tracking is making sure that the program keeps track at a click of a button.

In today's world, remote work is a given. We use this software to handle those challenges. We tried a lot of the competitors and for many reasons HiveDesk won. Plus, team loves their support. Fast and attentive. We love hivedesk. It allows us to track peoples use and find areas of weakness. Their price level is perfect for us, and we love their reporting.

Start transformation of your call center today!

Say hello to productivity, accuracy, and profitable growth. Streamline your call center operations with HiveDesk.