A support BPO brings shift adherence back under control
How a multi-process support centre could use shifts, break rules, alerts and the livestream wall to keep every floor on schedule.
Northwind Support Services (350 people) is a fictional company. This example shows how a team like it would use BeeWorkforce.
The challenge
Northwind runs voice and chat support for several clients across two shifts. Supervisors tracked logins and breaks in spreadsheets, late logins went unnoticed until service levels slipped, and each client wanted its own monthly attendance and productivity report, which took the operations team days to compile.
Shift and break rules for every process
Each client process becomes a team with its own shift, grace period and break types. Agents punch in only from the desktop app on their workstation, so attendance comes from managed machines.
- Desktop-only punching
- Lunch and tea breaks with daily limits
- Late marks and half days applied automatically
Supervisors watch the floor, not spreadsheets
The livestream wall shows every agent's status and current application. Alerts email supervisors when someone hasn't punched in, takes a long break or stays idle too long.
- Livestream per team
- Missed punch-in and long-break alerts
- Idle alerts
Client reports that send themselves
A saved report per client, filtered to that team, is emailed as a CSV on the first of every month.
- Saved report per client
- Monthly scheduled emails
- Same numbers for operations and clients
What changed
Late logins caught on the day
Supervisors hear about missed punch-ins in the morning, not at month end.
Breaks discussed with facts
Break overruns are visible per agent, so conversations are fair and specific.
Reporting without the scramble
Client reports go out automatically instead of taking days to compile.
Features used
Attendance insights
Punches, breaks, late marks and worked hours, calculated from your shift rules.
Livestream
A live wall of who's working, on what app, with their latest screenshot.
Alerts
Rules that notify managers about distractions, long breaks, idling and absence.
Reports
Ready-made reports, your own report builder, and scheduled CSV emails.
Activity tracking
Active and idle time, apps and websites, recorded only while people are punched in.
See BeeWorkforce with your own team
Book a 30-minute walkthrough. We'll set it up around how your team works and answer your questions.