SYSTEM FOR AUTOMATING A CALL CENTER WITH 100+ EMPLOYEES
About the Company
A large call center in Ukraine, consisting of operators, shift managers, quality control department, and accounting. Previously, most processes were done manually, from schedules to salary calculations.
Timeline
✅ Delivered in 3 months
🔄 Ongoing support: 1 months
How We Solved It
1
Airtable as the Core
The system is built on Airtable and covers the entire process: from shift planning to final salary calculations and performance evaluations.
2
Automation of schedules and replacements
Now, shifts are created automatically. Employees can request replacements or choose available shifts through the mobile interface. Confirmation is sent to the responsible person — everything is recorded in the system.
3
Work hours and salary tracking
The system calculates the number of shifts, hours worked, and efficiency. All data is used for automatic salary calculation. At the end of the month, a report is generated and sent to accounting.
4
Bonuses and KPIs
Quality control department assessments are recorded in the system. Based on KPIs and average ratings, bonuses are automatically calculated.
5
Mobile interface for employees
Each employee can use the mobile app to:
• View their shift schedule• Submit a request for shift replacement• Check their salary calculations• View payment and performance history
Before
After
Before
Before
After
After
Schedules and replacements were managed in Excel and sent via email.
Everything is automated and accessible through the interface.
Before
Schedules and replacements were managed in Excel and sent via email.
After
Everything is automated and accessible through the interface.
Salaries were calculated manually.
Automatic calculation based on system data.
Before
Salaries were calculated manually.
After
Automatic calculation based on system data.
Bonuses were manually calculated, often with errors.
KPI and bonuses are calculated automatically.
Before
Bonuses were manually calculated, often with errors.
After
KPI and bonuses are calculated automatically.
Employees had no access to information.
Everything is accessible through the mobile interface.
Before
Employees had no access to information.
After
Everything is accessible through the mobile interface.
HR and accounting spent hours on reports.
Everything is automatically generated and sent to the relevant department.
Before
HR and accounting spent hours on reports.
After
Everything is automatically generated and sent to the relevant department.
TAKE THE FIRST STEP
Book a short call, and we'll:
• show how automation can save you time and money
• talk through what we can simplify in the next 2–3 weeks
Created by Duck Agecny
All rights Reserved
Created by Duck Agecny
All rights Reserved