Challenge

The traditional business process outsource (BPO) service delivery model required agents to physically scan in and scan out from their sites to log their hours. Due to COVID-19, the BPO needed to move tens of thousands of service delivery agents to a work at home model.

Solution

Automation Anywhere RPA was deployed to remotely monitor each agent's availability and hours worked. The bot captured this information into a database. Automation Anywhere Bot Insights generated daily reports on remote user hours and productivity and distributed the dashboard to managers and other stakeholders.

Visibility

into work at home
employee productivity

Improved

remote worker management
via real-time performance
dashboards

Real-time

customer billing for
services delivered

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