Rotating shift patterns, hour banks, biometric + softphone clock-in, real-time adherence, complex OT rules, multi-skill queue management and instant contingent agent fill. Payrovia Payroll + Flex for the contact centre floor.
Every minute off the phone costs. Most systems track scheduled vs actual after the fact. You need real-time visibility and automated escalation before shrinkage destroys the day.
Rotating earlies/lates/nights, hour banks, annualised hours, part-time patterns with minimum hours guarantees. Forcing this into basic weekly rotas creates constant manual reconciliation.
Daily/weekly OT thresholds, night premiums, weekend, bank holiday, voluntary vs mandatory. One misfire and you either underpay agents or blow the budget.
Agency, zero-hours, internal flex pools. You need to verify skills, availability and get someone on the phone in minutes when volume spikes — not hours.
Track scheduled vs actual login, aux time and break compliance minute-by-minute. Automatic alerts to team leads when adherence drops below threshold. Full history for client reporting.
Track accrued vs used hours across the year. Automatic warnings before under- or over-delivery. Correct pay when banks are drawn down or paid out.
Define required skill mixes per interval. The system will not publish a roster that leaves critical queues under-covered. Instant re-rostering when volume forecasts change.
Verified agent pool (employed, agency, flex). Broadcast urgent shifts to agents who have the right skills and are within radius or available remotely. Acceptance with biometric confirmation.
Daily, weekly and rolling OT rules applied automatically. Agents see projected OT pay before accepting extra shifts. Full dispute-ready records.
Automatic generation of occupancy, adherence, shrinkage and service level reports per client or campaign. One click for most major outsourcer SLAs.
Model uses typical UK contact centre OT rates, shrinkage benchmarks and observed Payrovia customer outcomes (example: ~22% reduction at baseline). Real figures produced on your demo call. All values illustrative only.
Can you handle mixed employed + agency + zero-hours agents with different rate cards?
Yes. Every agent type has its own pay rules, OT thresholds and billing codes. All flow into correct payroll lines and client invoices automatically.
How does the system enforce biometric clock-in when agents work from home?
Softphone + device binding + periodic liveness checks. We also support kiosk mode for site-based centres and full offline capability for hybrid teams.
Do you support multi-client campaigns with different SLAs and billing?
Yes. Full campaign and client partitioning. Each client sees only their occupancy, adherence and cost data while finance sees the consolidated view.
We’ll build a clear picture using your interval data and current patterns — before any sales conversation.
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