BPO monitoring softwarebuilt for shift work and SLAs
Shift-based tracking, cross-timezone AI daily reports, SLA compliance dashboards, and per-client billing — for operators running Philippines, India, LatAm, or hybrid teams. From $4.99 per seat.
The operational problems BPO leaders tell us about
“My offshore team is 12 hours ahead — I can't supervise in real-time”
When agents work overnight for you, walking the floor isn't an option. You need async proof that shifts are being worked and SLAs met.
“Clients are asking for utilization reports and I'm stuck in spreadsheets”
Monthly client reporting takes 2-3 days of manual compilation. Automated per-team and per-client reports fix this in minutes.
“I can't tell which agents are top performers vs just logged in”
Attendance tells you nothing about output. Productivity scoring based on actual app usage separates the real workers from the shift-sitters.
“Buddy punching and attendance fraud is quietly eroding margins”
Facial recognition clock-in catches it at the start. Activity-based time tracking catches it throughout the shift.
Built for the BPO operating model
Everything you need to run offshore operations at scale — ethically and defensibly.
Shift-Based Monitoring
Set work hours per agent, team, or shift. Monitoring auto-starts and auto-stops. No tracking outside work hours — ever.
Cross-Timezone Reporting
Each agent's day gets a daily AI summary waiting for you when your workday starts — regardless of where they are. Review 50 agents in 10 minutes.
SLA Compliance Dashboards
Per-team scorecards showing hours staffed vs committed, average productivity, and SLA breach alerts. Share live with end clients.
Idle & Buddy-Punching Detection
Automatic idle detection pauses the clock during inactivity. Agents can't clock in from one workstation and work from another.
Agent Self-Service Portal
Every agent sees their own hours, scores, and screenshots. They can request time correction. Transparency builds trust in high-attrition environments.
Per-Client Billing Reports
Separate agent time by end client or project. Export detailed invoicing reports showing exactly what each client's team worked on.
BPO verticals we fit well
Customer support BPO
Email, chat, and ticketing teams. Track active handle time + SLA breaches per agent and per client.
Back-office operations
Data entry, invoicing, bookkeeping, moderation. Automatic app tracking replaces manual time logs.
Managed services / IT outsourcing
Developer and ops teams working on client projects. Per-project time + billable hours verification.
Frequently asked questions
What is BPO employee monitoring software?
BPO employee monitoring software gives Business Process Outsourcing operators visibility into offshore agent activity — hours worked, apps used, screenshots, and productivity scores — without requiring real-time supervision across time zones. It's used by call centers, data entry teams, back-office operations, and customer support outsourcers to verify SLA compliance and billable hours.
How do BPOs track remote agents across time zones?
Modern BPOs install a lightweight desktop agent on every workstation. The agent runs during shift hours (configurable per team), captures screenshots at interval, logs app usage, scores productivity, and syncs everything to a cloud dashboard that managers can review the next morning. DeskTrust also offers shift-based scheduling so monitoring auto-pauses outside work hours.
Can I show SLA compliance to clients?
Yes. DeskTrust generates daily and weekly work reports per agent and per team, including total active time, productivity scores, and app usage breakdowns. BPO operators share these with end clients to prove SLA compliance — total staffed hours, agent utilization, and work quality indicators.
Is BPO monitoring legal in the Philippines, India, and other BPO hubs?
Workplace monitoring on employer-owned equipment during work hours is legal in all major BPO hubs including the Philippines, India, Pakistan, and most of LatAm. Best practice (and often required): give employees written notice that monitoring is in place, limit it to work hours, store data securely, and provide an employee portal where they can see what's tracked. DeskTrust ships with all of this built-in.
What should BPO monitoring software include?
Must-haves: automatic activity tracking (no reliance on self-starting a timer), screenshots at configurable intervals, idle detection, shift-based scheduling, per-agent and per-team dashboards, SLA/attendance reports, and employee-facing transparency. Nice-to-haves: AI daily summaries, productivity scoring, geolocation for hybrid teams. DeskTrust ships all of these from the $4.99/seat tier.
How much does BPO employee monitoring cost per seat?
DeskTrust starts at $4.99 per seat per month. For large BPOs (200+ seats) we offer volume pricing. Competitors in the space charge $4.99-$12/user. The ROI is typically clear: catching even one hour per agent per week of unproductive time at $7/hr labor cost saves 10x the software cost.
Try DeskTrust free for 30 days
Monitor 10 agents or 1,000. Volume pricing for 200+ seats. Cancel anytime.