Infinity CCS has launched a contact centre ‘Timesheeting’ module, which works on a simple drag and drop basis and ensures daily control over team revenues and costs, and negates manual, paper-based or spreadsheet forms. It is particularly beneficial to contact centres who employ agents on temporary contracts.

The application records the actual hours each agent or team has worked and the remuneration due, including performance-based commissions and bonuses. Once a shift is verified and signed-off by a supervisor, data can be automatically exported to any off-the-shelf or bespoke payroll system.

“This module offers a daily view of gross margin and direct costs, which are extremely important for telemarketing projects and ensures agents are paid correctly and on-time – a common complaint for call centre staff!” says Carl Adkins, Managing Director, Infinity CCS. “The open database architecture of the software enables secured access for custom reporting via Crystal, SQL reporting services, etc., and if used as part of the Infinity suite, additional call outcome and performance data can be combined for powerful analysis.”

“We’ve been using the Infinity Timesheeting module and it not only gives us tight control on our highest cost but makes sure we can pay our staff quickly and accurately. The simplicity is key for an industry that faces many staff and working pattern changes,” commented Neil Perring, Managing Director of UK contact centre operation, BPS.