OT Tracking

[TeamLead8]

Hi! We've been offering OT for the longest time but we are having difficulty tracking and validating it. We are using IEX Totalview in entering OT exceptions. We also use a soft copy of OT tracker to ensure that all who have signed up are accounted for. But most of the time, the ones in the soft tracker and in IEX both exceptions and agent activity do not tally. I would like to seek help on how to track OT in a much simpler, effective and accurate way.

Thank you in advance for your help!

[livebean]

You need better process management for this.. else also try creating a seperate agent group with a seperate pilot

[TeamLead8]

Thank you for the reply.... I have a new dilemma, we used to require certain hours of mandatory OT for our agents because our ABS% is really high and we are really short of people, to begin with. We got a very high response rate because our no. went up. but since we are staffing-based, we can only bill a certain no. of hours per interval to our client. that being the case, we lifted the mandatory OT as we are sitting fat in some half-hours and we exceed the agreed billable hours, so those hours in excess only go to waste. but eversince we lifted mandatory OT, our OT hours have decreased tremendously and that placed us back to our root problem, shortage of people, which made us actually offer OT. Now, my question is, is there a some sort of guideline we can place to regulate OT hours? giving rewards to agents who get the highest no. of hours dont seem to work anymore. probably because of the kind of reward that they're getting or the criteria that we set dont work. do you guys have any suggestions which have been implemented in your centers and really worked? im running out of ideas.... help is very much appreciated...

Thank you in advance!