INDUSTRY
BPO, KPO and contact centres
When you bill a client against staffed hours and get graded on adherence, breaks and shift boundaries are not administrative detail — they are the deliverable.
Adherence is the SLA
Staffed-hours billing means the difference between the roster and reality is money, and the client is entitled to ask for evidence of both. Reconstructing that evidence after the fact is not a viable answer when the contract specifies adherence thresholds.
Rotating shifts make it harder. Night shifts, split shifts and week-on-week rotation interact with break rules, weekly-off entitlements and — in India — state-specific rules on night work that vary between the states a distributed operation runs in.
How shift floors are handled
- 01
Rotating shifts are configured, not improvised
Shift patterns, break rules and auto-lunch are set per workspace and applied consistently, so the same rules govern every rotation.
- 02
Live status across distributed floors
Online and idle status shows current staffing against the roster, which is the operational question during a shift.
- 03
A manager approves it
The closed session lands in a review queue with its full context — who, which project, how long, which day. Approving takes a click, and the decision is recorded against the session permanently.
- 04
The audit record builds itself
What is left behind is a session-level record you can hand to a client or an inspector without reconstructing anything.
What changes
- Rotating shifts with configurable break and auto-lunch rules.
- Live online and idle status across distributed floors.
- Audit-ready records for client SLAs and labour compliance from the same data.
- Night-shift and weekly-off rules applied per workspace, which matters across states.
Where we would not oversell it
Workclave is not a workforce-management or forecasting suite: it does not build rosters, forecast call volumes or run intraday scheduling. It records what actually happened against the shift rules you configure. Large contact centres typically keep their WFM tool and use this as the attendance and compliance record.
BPO, KPO & contact centres — common questions
Do you support night shifts and rotation?
Yes — shift patterns, including overnight shifts that cross midnight, are configured per workspace. Note that women's night-shift rules in India are set by state and usually carry conditions such as consent, transport and minimum group size.
Can we prove adherence to a client?
The session record shows when each person was in a session against which project, with approvals attached. That is the underlying evidence; how it maps to a contractual adherence metric depends on how the SLA is written.
Do you monitor screens or calls?
No. No screenshots, keystroke logging or call recording. Workclave records the shape of work — session, project, approval — not its contents.
Comparing bpo, kpo & contact centres tools?
A 20-person team pays ₹3,980/mo on Workclave. Side by side with:
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