HRMS for BPO and contact centres

Built for 24x7 contact centre operations. Rotational shifts, night premium per state, women-safety transport, quality-linked incentive payout, fast F&F.

Used by 60+ BPO operations and contact centres

HR problems unique to bpo and call centres

  • 24x7 operations across 3 to 5 shifts with rotation
  • Women safety compliance for night shifts under state rules
  • Transport logistics tied to shift roster needs HR integration
  • High monthly attrition (10-15%) needs continuous hiring and rapid F&F
  • Quality scores from contact centre platforms need to flow into incentive payout

What we built for bpo and call centres

Rotational Shift Roster

Pattern-based shift assignment. Rotate weekly between morning, afternoon, night. Workweek and rest day rules per state. Auto roster generation.

Women Safety Compliance

Night shift consent on record. Transport mandatory for women between 8 PM and 6 AM. CCTV and security records linked. Audit trail for labour inspectors.

Transport Scheduling

Cab pickup and drop integrated with shift roster. Route optimisation per shift. Cab vendor invoice reconciliation. SLA monitoring.

Quality Linked Incentive

Pull AHT, CSAT, FCR, NPS from your contact centre platform (Avaya, Genesys, Five9, Ozonetel). Compute incentive per agent per the rule. Flow into payroll.

Mass Hiring

Walk-in hiring drives for 200 trainees in a day. Quick screening, document capture, ID generation, training batch assignment, day 1 productive on the floor.

Attendance and OT

Login linked to contact centre platform login. Overtime per state norm computed. Comp off for weekend work tracked.

Why bpo and call centres pick Indian HRM

  • Shift roster covers 24x7 without scheduling spreadsheets
  • Women safety compliance audit ready out of the box
  • Transport tied to shift roster eliminates double scheduling
  • Quality scores drive incentive payout automatically
  • F&F process closes a leaver in under 30 minutes

BPO and call centres in action

Monthly shift roster

Team leader publishes next month roster via the drag and drop interface. Rotation pattern applied per the policy. Coverage gaps flagged. Roster pushed to mobile. Transport routes auto-generated.

New trainee batch onboarding

Walk-in day: 80 candidates shortlisted. Bulk onboarding via tablet. Aadhar OCR, photo capture, signature. Training batch assigned. Buddy assigned. Day 1 on the floor.

Quality linked monthly incentive

CSAT >85% earns 10% incentive. FCR >70% adds 5%. NPS contribution adds 5%. Data pulls from Genesys daily. End of month, payslip shows total incentive earned.

F&F for a leaver

Resignation accepted. 30-day notice served. Last day: F&F computed in 10 minutes. Last salary, leave encashment, notice recovery (if any), bonus, gratuity. Bank file generated. Money out in 2 days.

Regulatory and compliance coverage

Shops and Establishments Act, Industrial Employment (Standing Orders) Act, Sexual Harassment of Women at Workplace (POSH) Act, women employment in night shift rules (state-specific), and Contract Labour Act for outsourced operations.

FAQs about HRMS for bpo and call centres

How does the platform handle 24x7 shift rosters?

Configurable shift patterns: 3-shift, 4-shift, with rotation. Workweek defined per state (Karnataka 48 hours, Maharashtra 48 hours, etc). Auto rotation with weekly rest day, overtime computed for hours beyond. Coverage and gap warnings before publishing.

What does women safety compliance involve?

Consent on record, mandatory cab transport with male and female passenger separation, designated emergency contacts, internal complaints committee (POSH), CCTV linkage on premises. Audit trail accessible to inspectors. We help configure per state rule.

How does cab transport integration work?

Cab vendor data integrated. Route optimisation per shift based on pickup points. Driver verification, vehicle compliance, SLA monitoring. Auto-generated cab manifest per shift. Reconciliation with vendor invoice.

Can we pull quality data from our contact centre platform?

Yes. Pre-built integrations for Avaya, Genesys, Five9, Ozonetel, Knowlarity, Exotel. Custom integrations through REST API for any platform. Quality scores flow into incentive computation automatically.

How fast is F&F for a leaver?

Single screen computes all components in under 10 minutes: pending salary, leave encashment, gratuity (if eligible), bonus, notice recovery, asset return adjustment. Payment via Razorpay X same day, or bank file in next payroll cycle.