Pain Point
Our client needed a better way to verify worksite attendance by employees and contractors
Overview
- The client manages several accommodations and building services across New Zealand
- The client needed a way to monitor workplace attendance of its employees and contractors
- Attendance was tracked by reference to a roster that is provided to TMC by the client
- The process included a check in to site, and check out from site procedure by employees
- Non-attendance or non-compliance to rosters needed to be escalated to management on call
Challenge
- We needed to understand the client roster in order to design and build our solution
- The rosters were fluid, so changes needed to be accommodated and updated in real time
- Our processes needed to include qualification of call origin in order to link to the correct script
- The client needed full visibility across employee interactions with the call centre
Solution
- We designed a method for our client to upload their roster (by site) to our client portal
- We used the site unique caller identification number to verify that the employee was calling from the specific site
- Our scripts integrated to the roster and created a check point in advance of attendance records
- Employees were required to contact TMC when they arrived at site to confirm attendance
- At completion of a shift, each employee would need to contact TMC to advise check out
- Missed check ins or check outs included contact to the employee or contractor by TMC
The final solution included:
- We implemented our Roster Management & Help Desk service
- We designed a web-based roster application that integrated to our call centre
- We provided our client with access to client portal for roster management and visibility across our interactions with employees or contractors
- The client has reduced attendance issues by 17%
If you’d like to know more about our bespoke Escalation Management and Client Portal services,