Setting Up Workflow for People and Payments in a Call Center – a Client’s Case
For growing startups, there comes a time when workforce management demands more attention. Such work can be fascinating yet stressful – especially when employees are scattered across different countries and continents, and managers lose control due to cultural differences or complex holiday schedules. This has been the case with Juggl’s client – a remote call center in South Asia for a healthcare company (under NDA).
Challenge:
A US-based healthcare startup company struggled with managing payroll while working with contractors in an Asian country. The issue occurred because of the manual handling of payroll sheets for 100+ employees.
Solution:
The startup switched to Juggl, implementing an automated workforce management system (WFM) and an employee self-service (ESS), which helped reduce time and errors in processing payroll inquiries.
Challenge description
A US-based startup with a call center in a South Asian country had issues with managing workforce and paying salaries on schedule. Manual invoice handling made it nearly impossible to process payroll timely without errors.
Only one payroll specialist was responsible for checking Excel timesheets for over 100 employees. It was difficult to handle overpayments, underpayments, and individual inquiries. And the problems didn't stop there.
There were many blind spots in managing the workforce, mostly because the contact center, HR, and Finance departments had disconnected databases. In fact, the company relied on three separate “sources of truth” for payroll, not one.
Reports from contractors’ team members often arrived only a day before payday, leaving little room for verification. As a result, the finance specialist worked under a hectic schedule and was unable to verify all information.
Invoices came with errors, and resolving contractors’ inquiries was slow.
Cultural nuances also mattered. For example, the contractors’ team tended to give overly optimistic assurances. Meanwhile, the headquarters had issues tracking correctly the working hours, bonuses, overtime payments, etc.
This is how Juggl’s workforce management solution helps solve the issues
Issue
- Only one financial manager manually checked Excel timesheets for over 100 employees. Payroll information was stored and updated in three different databases.
- The payroll team often received last-minute invoices and overtime requests from contractors.
- Call center employees complained about wrong wages, which took it long to resolve as only one specialist understood the payroll process.
- Policies were not synchronized between different departments, which caused discrepancies and errors.
Solution
- All Timesheets, Time & Attendance, Contacts, and Payroll tasks have been unified on a single workforce management platform, replacing 15 separate systems.
- In the ESS portal, call center employees can request time off and submit invoices independently.
- Timesheets and pay rates are calculated automatically, and the WFM system instantly generates invoices.
- Payroll managers have implemented standardized processes within the WFM system.
Outcomes
The workforce management solution made a huge difference. Within the automated system, payroll processing time was cut in half. The synchronized databases and standardized policies not only decreased errors but also increased payroll transparency.
“Juggl's system made our payroll process transparent and accurate. We can now spot and fix errors quickly.”
How Juggl’s workforce management software solves the customer’s pain points:
Workforce management tools are a go-to solution for customer service managers willing to enhance the efficiency of their distributed teams. Juggl allows customer support center managers to streamline their tasks with the following solutions:
- Agent self-service capabilities for invoicing
- Agent performance tools
- Scheduling time off and forecasting employee availability
- Historic data and analytics for improved workflow.
Success features inside the call center workforce management software
tracking
automation
requests
Benefits the WFM software provides to teams in support centers
Better employee experience
Better resource planning
Accuracy and transparency
Efficient management
Frequently Asked Questions
1. What are workforce management solutions?
Workforce management systems (WFM) are software that tracks employees’ timesheets and attendance, based on which workers receive their pay stubs. WFM software automates attendance tracking, improving accuracy of data, and reducing errors from payroll calculations. Effective use of WFM solutions help companies plan workforce, streamline HR practices, and boost employees’ overall productivity and satisfaction.
2. Why are workforce management solutions important for call centers?
Call centers are highly reliant on an efficient workforce management system (WFM) because the efficient implementation of such systems helps ensure stable work of call center agents. WFM solutions allow call center managers to schedule staff, track workloads, predict overloads, etc. It allows call centers to ensure that the right call center agents with relevant skills are assigned in proper time to the calls that they can effectively handle.
3. What are the specifics of workforce management for healthcare businesses?
Healthcare involves hiring highly qualified staff and deals with a lot of sensitive data, which adds even more stringent rules to workforce management. Solutions for managing workforce in healthcare must address industry-specific issues.
The general tasks cover handling hourly workers, shift-based workers, professionals with various skillsets and levels of expertise. Additionally, healthcare WFM systems help to track overtime, plan work schedules, manage the time-off calendar, and maintain the system of perks and bonuses for healthcare workers.
Such practices are aimed to improve healthcare worker retention rates and maintain union compliance which can vary greatly from one state to another.
4. What is an example of a healthcare workforce?
The healthcare workforce covers a large array of professions, which is much wider than doctors alone. They include practitioners such as physicians, nurses, laboratory technicians, and pharmacists. Also these are people who provide healthcare support, such as nursing assistants, personal care aides, home health aides, and education, such as clinical instructors, preceptors, and more.
5. What are workforce issues in healthcare?
Healthcare workforce issues vary by country and region, however, there are certain common tendencies indicating that workforce management in healthcare requires a consistent approach. According to the 2024 report by the US Department of Health and Human Services, some of these persistent challenges include undersupply, maldistribution, administrative burden, and burnout.
6. What WFM solutions do you provide for managing the workforce?
The Juggl platform includes features such as payroll calculations, tracking timesheets, scheduling workforce (planned to release soon), storing contracts and employee information, maintaining organizational structure, the employee self-service portal, and much more.It can work as a standalone solution or as part of a broader human resource information system (HRIS).
It can be integrated with other financial, scheduling, and HR platforms, serving as a centralized storage for payroll, workforce, and contract data.
7. How can I see the WFM solutions you offer?
We provide a free personal demo. You can file your request through the contact form, and we’ll get back toyou in 24 to 48 hours with a convenient time for your call.
A workforce management solution able to address your unique business needs
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Smooth onboarding
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