Just to give everyone a brief picture of the scenario, I am a supervisor handling a team of 15 agents I handle a collection based portfolio and my agent’s shifts lasts 7.5 hours out of which 4 hrs they do research on the accounts and the rest time they are over the phone (roughly 3.5 hrs).
In a day they make an average of 60 outbound calls and receive about 15 inbound calls duration of each call is about 3 - 5 min.
Now the Problem #@#@#
As my process is a manual process (no Dialer interface agents need to dial number each time) it becomes quite difficult for me to keep a tab on the performance of my team and I really do not want to be like a policeman watching them. It was quite easy to maintain my team’s Time On System (TOS) when they used to call on (Davox & Melita/Eshare) as it use to generate a report after the end of every shift.
Now I do get a report of my teams login hours fro the daily phone reports however it is not a rue picture as I know it can easily be manipulated. I know one thing for sure that if can get some system in place wherein I can monitor their Time On System in a better way it will be a big boost to my teams productivity.
I will be grateful if someone can suggest me a way where in I can keep a track of my teams login Hours.
Thanks & Regards,