Keeping customers happy is one of the most important parts of any business. This is especially important in the customer service department.
To put it plainly, the faster you resolve the issues, the better your reputation will be. That is to say, the efficiency of your support team has a huge impact on your organization.
A great time tracking application can increase the efficiency and focus of any employee. Understanding where your time has gone during the day helps the former. On the other hand, seeing how many people you’ve helped does the latter.
However, a complex time tracking app can take a lot of time to use. Using some of them during working hours can even feel like multitasking. Added to the imminent stress of working in customer service, this can be a big problem.
In short, the representatives already have to switch their focus from one issue they’re resolving to the next. Not to mention the quality of their service has to be consistent. Giving them an additional step between tickets will disperse their attention on yet another activity.
That is why we have brought you some of the most user-friendly time tracking apps!
Without further ado, let’s start.
Time Analytics is one of the newest additions to the time tracking software world. Yet, it has proven itself to be quite the contender. This is a timesheet-based software solution. This means all information on all tickets is kept in one place and easily accessible.
The first method of time tracking with Time Analytics is through an automatic timer. This option makes sure the tracked time is absolutely accurate. Thin, in turn, means you will be able to compensate your representatives fairly.
The second method of time tracking requires manual entries. This means the operators will enter both the time and the ticket data on their own.
What connects these two methods of entry is the timesheets. Both the automatic and manual entries are logged and connected to a specific ticket. In other words, the time is allocated to tickets. This means that the managers can understand the customer representative’s daily activities at a glance.
Why Should Your Customer Service Representatives Use Time Analytics?
There are multiple benefits Time Analytics brings to any customer service team.
Managers and representatives alike will be able to see which tickets take the most time. This is an important metric, as resolving the problem should reflect that problem’s scope. If certain tickets take longer than expected, you may need to invest in staff education to improve productivity and efficiency.
On the other hand, you will be able to identify your top performers as well as representatives who may be having some issues. Once you find out who is taking more time than usual you can offer them help, as they may be overworked and facing burnout.
Time Analytics has an Excel export option. This means each minute of your staff’s work time will be accounted for. Besides being DCAA compliant, this factor also makes sure everyone is paid fairly.
The software has a PTO feature, which allows your staff to request and get paid time off approvals. There are eight different options to choose from. This is highly beneficial for the management as well, as you will be able to create new schedules and avoid being understaffed.
The app’s interface was designed to be as easy to use as possible. Namely, the management can create a template for all users with all necessary fields. The staff, on the other hand, can add their own notes about certain issues as well.
Finally, the application delivers powerful reports. You will be able to identify your team’s weak spots, as well as their biggest strengths. Additionally, you will be able to track the team’s progress both in real-time and accumulatively. This means you will have all your most important key performance indicators in one place.
- Time tracking – let your representatives use a time clock or create entries manually. This way you’ll know how long each ticket took to resolve as well as see whether there are any underlying issues
- Paid time off tracking – create schedules and shifts so your team members can enjoy their time off. If you plan well, the remaining representatives won’t be overwhelmed
- Reports – receive accurate and easy-to-understand reports on your key metrics, top performers, and any issues the team may be facing
- Payroll – pay each team member accurately and according to their performance. Always be ready for an audit with DCAA-compliant timesheets
- Future assessments – learn which tickets and issues take the longest to resolve. Apply this knowledge when training new staff
Clockify is one of the most popular apps that track employee time currently on the market. This timesheet and time tracker app helps its users track time across projects with ease.
If you are looking for a program that will track apps and websites your team uses during work hours, Clockify may be just the solution for you. The app automatically monitors user activity and records it.
The application comes with an interesting feature – the clock-in kiosk. This is a device that requires your team to be at the same place to be able to clock in. Otherwise, their attendance won’t be tracked.
The reports the app delivers are diverse and powerful, as Clockify collects a great amount of data. They can help you identify and fix problems.
- Time tracking – an automatic timer that tracks in real-time
- Monitoring – see which apps and web pages your team members are frequenting
- Reports – receive comprehensive reports on employee activity and important company stats
Paydirt is a great option for businesses and teams with many projects going on at once. That is to say, it is a great time tracking solution for customer service representatives.
The app offers a billing and charging feature that allows you to send invoices and receive payment directly from the interface.
The time tracking aspect of the app contains a simple one-click timer. The app determines the client a representative is working for and allocates the time and expenses automatically.
Paydirt gives its users a handy dashboard where they can see time reporting graphs, unbilled work, and invoices. That is to say, the app has a project management element to it as well.
- Time tracking – start tracking time with a single click
- Allocation – allocate expenses to clients automatically
- Invoicing – send bills to your clients and receive payments
ATracker is a powerful time tracking platform that focuses on task organization and insights. The interface allows users to start and stop a task with a single touch. This can save a lot of time for your representatives.
You can organize different tasks by tags. This way you can have an insight into any specific metric, client, user, type of ticket, etc.
The app allows users to create daily and weekly goals. Then, they can track their progress and find the causes of any hiccup themselves. This is a great way to self-manage without the ever-present feeling of micromanagement.
- Customization – create tasks and assign them colors and icons
- Time tracking – simple one-click start and stop functions
- Goals – create goals for yourself and watch how you’re progressing
Harvest is a great solution for managers who are looking for a time and expense tracking software. This software solution’s goal audience is teams, which makes it a great option for customer service.
The application is very simple to use due to its user-friendly design. The representatives create new projects and tasks and measure the time needed to solve the issues.
All they need to do is click on the task to start tracking. Once they’ve finished it, they can switch to a different task or create a new one.
The platform allows integrations with different work software solutions. Additionally, you can use the app for billing purposes, as you can group the entries by the client.
- Time tracking – a simple automatic system for tracking employee time
- Integrations – add Harvest to your favorite tools seamlessly
- Billing – create invoices for your clients if you work on that principle
Toggl Track is one of Toggl’s three business software solutions. The app is very popular due to its simple yet elegant design. The care that went into the app’s development makes it one of the most well-known time tracking applications in all industries.
The functionality of the app doesn’t suffer on the account of looks either. The interface is very user-friendly, and the options themselves are easy to understand in everyday use.
The app starts tracking time with a single click on an on-screen automatic timer. The entries are automatically generated, and the tracking itself takes very little effort. Yet, as no software is perfect the representatives can edit logs manually with ease.
- Integrations – continue using your favorite business software with the addition of Toggl Track
- Reporting – track time, productivity, and see what other representatives are working on
- Calendar – plan your days ahead to increase productivity
Finally, our last entry. TimeCamp is a time tracking platform with a fairly simple interface. Yet, this simplicity hides a plethora of useful features.
The application tracks employee time automatically. Still, it allows manual edits and logs as well. Both options are logged into timesheets that give the management a clear insight into any employee’s workday.
The data logged in the timesheets is turned into robust reports. Here, you can find all information to analyze project and employee performance.
TimeCamp offers automatic attendance tracking. This will help you significantly shorten and improve the payroll process.
Finally, the software allows for numerous integrations. Keep using your project management software without a single issue.
- Time tracking – manual and automatic time tracking options
- Attendance tracking – pay your employees accurately for the time they’ve spent working
- Integrations – add TimeCamp to your favorite business software
Customer service representatives represent the first direct contact between a company and its clients. That is to say, they leave an important impression.
These positions require a lot of work and ability. Customer service is one of the most demanding jobs, which is proven by the turnover rate of up to 45% and increasing in the profession.
Understanding how the representatives spend their time is necessary to keep the relationships with your clients as admirable as possible. It can also help you identify problems your team is facing and allow you to help them.
Using a time tracking solution for your customer service teams can give you these insights, and more. However, it is important to make the right choice and keep healthy time tracking habits.
Maintaining a happy customer support team can also significantly reduce turnover rates. In other words, you will be saving money and time needed for hiring and training new employees.
We hope our small selection has helped you find a perfect time tracking solution for your business.
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