To improve process-driven metrics, Teramind transforms raw activity data into actionable insights, allowing you to identify redundant workflows, eliminate bottlenecks, and optimize resource allocation.
Here is how you can use Teramind to refine your organizational processes:
Performance Benchmarking & Development
Identify Top Performers: Use the Productivity dashboard and baseline measurements to understand the work habits of high-performing teams. These insights help you build data-driven Personal Development Programs (PDP).
Analyze Work Habits: Pinpoint distractions such as high app-switching or low focus time. Review screen recordings in the Session Player to see exactly how tasks are being performed.
BPO & Outsourced Operations Management
Custom BPO Solution: Teramind BPO works by producing objective data through continuous monitoring and analysis of employee workflows and activities. It utilizes features like in-app/web field parsing and custom rule logic to identify and analyze process bottlenecks, duplicate efforts, and inefficiencies. The solution then provides customized business intelligence reports, allowing enterprises to iteratively adjust and optimize their processes, ensuring higher efficiency and continuous improvement toward specific goals like improving customer service or fighting fraud.
Verify Billing Accuracy: Use the Employee Cost report (Teramind Legacy only) as an audit trail to validate billable hours and ensure clients are billed only for active, productive work.
Project & Resource Optimization
Project Health Analysis: Evaluate tasks against SLAs and timelines via the Task Cost report (Teramind Legacy only) to identify bottlenecks that drain budgets or delay goals.
Resource Utilization: Monitor the usage of apps and online services through Applications & Websites dashboard to ensure you are optimizing your software spend and consultant time.
Workflow & SOP Compliance
SOP Auditing: Analyze custom workflows to ensure compliance with Standard Operating Procedures. For example, use the File Events dashboard to track if a CSR is accessing the correct documentation during customer onboarding.
Gap Identification: Measure the time spent on each step of a process to find gaps where automation or additional training could save time.
Attendance & Schedule Mitigation
Work Time Discrepancies: Use Time Records and Time Cards reports (Teramind Legacy only) to track early starts, late shifts, and absenteeism. This data helps you decide when to reallocate resources or adjust Schedules (Teramind Legacy only).
Behavioral Policy Enforcement
Reduce Waste: Develop Behavioral Policies and Rules that trigger automatic feedback. For instance, set rules to notify employees if they are idling excessively or using social media during work hours.
Data Integration: Use the Teramind API to export behavioral data to your existing process optimization or QA systems for advanced analysis.