Pay By the switch

[lwonder]

I am looking for a "pay by the switch" solution for a large call center operation with multiple locations, multiple lines of business, inbound and outbound agents, and a very large number of systems that would need to be linked. This includes EWFM, PeopleSoft, Siemens phone swithces, etc. Currently agents are clocking in via time clocks and I want to recoup productivity by decreasing this time. Does anyone have a recommendation of a company that has successfully put together this type of system specifically designed for a particular business?

[pgoldberg]

I have seen this done two ways. The short recommendation is not paying by switch. You end up having to have a separate system no matter what just to track exceptions. The most productive way I have seen it done it to dump switch data into some ofther system, such as workforce management, and use that to export for payroll. The drawback of switches is that they are fixed records, so if someone uses the wrong id or is performing an out of office function of some sort, you won't be able to adjust manually.