Customer Story · Software Engineering
Every agent, in real time: 100% workforce visibility
How Adroitent built a real-time agent tracking system for a global BPO leader — live status, service-level monitoring and performance dashboards that let supervisors manage their workforce as it happens.
The inflection pointScaling support without visibility
The customer is a global BPO leader in customer support, providing dedicated agents, advanced technology and customized strategies for innovative brands — scaling and optimizing customer experience through data-driven, brand-specific service solutions for a global clientele.
- Delivering expansive customer support services to large, innovative brands at scale
- Needed an effective real-time agent tracking system to boost efficiency
- Required tighter control over a distributed workforce of agents
- Service quality depended on supervisors seeing issues as they happened, not after
You can't manage a workforce you can't see in real time.
The interventionA real-time tracking system on .NET
Adroitent partnered with the customer to develop a real-time agent tracking system, significantly improving supervisors' ability to manage teams efficiently and lift overall productivity by tracking agent activity as it happens.
Architecture & development
- Developed a scalable, efficient and secure architecture for real-time tracking
- Designed and built the system end to end on .NET Core with SignalR
Live agent status
- Real-time visibility of agent activity and availability
- Snoozed status for agents on break, with alerts to supervisors when breaks overshoot
Service level monitoring
- Supervisors track response times and customer wait times in real time
- Immediate corrective action when service levels slip
Dashboards & reporting
- KPI dashboards: call resolution time, CSAT, first-call resolution, average handling time
- Custom reports aggregating agent performance, customer interactions and call quality
The game changer
Live data that drives live decisions
- Supervisors make quick, informed decisions during peak and high-demand periods
- Tasks assigned based on agent availability and proximity for faster response
- Delays reduced in fast-paced environments like customer service and technical support
- Resources optimally utilized across the workforce
By the numbers
100% workforce visibility
Optimized agent performance
Improved decision-making
Higher customer satisfaction
By the numbers
100% workforce visibility
Optimized agent performance
Improved decision-making
Higher customer satisfaction
The payoffVisible, optimized, satisfied
- Enhanced agent visibility & monitoring
- Supervisors could track agent activities in real time, enhancing workforce visibility and monitoring by 100%.
- Optimized agent performance
- Real-time performance metrics and dashboards enabled supervisors to coach and correct in the moment, optimizing agent performance by 100%.
- Improved decision-making
- Real-time agent data enabled quick, informed decisions during peak times, with tasks assigned by availability and proximity for faster response.
- Increased operational efficiency
- Monitoring agent location, activities and status in real time ensured tasks were assigned efficiently and resources optimally utilized.
- Enhanced customer satisfaction
- Faster issue resolution and improved workforce task delegation contributed to significantly higher customer satisfaction.
The stack behind itTools & technology
This engagement was delivered as part of Adroitent's Software Engineering Services practice.
Good to knowFrequently asked questions
What is a real-time agent tracking system?
What is SignalR and when is it used?
What KPIs matter in contact center workforce management?
Why is .NET Core used for enterprise applications?
How does real-time monitoring improve customer satisfaction?
See your operation as it happens.
Real-time systems that turn live data into better decisions.