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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