Wanted: A Sophisticated Yet Simple Solution
Headquartered in Amsterdam, Pexly is an experienced company with a long track record in BPO and Customer Service outsourcing. Pexly operates throughout Europe, Asia, and the Americas, with international outsourced contact centers based primarily in Eastern Europe.
Pexly currently operates via a hybrid work model. The biggest challenges of adopting remote work was the loss of face-to-face interactions and ensuring that remote agents were doing the job they were supposed to. The constant social aspect that in-office work offers meant that leaders could have their eyes and ears to the ground. Without the ability to have full access to their workforce, Pexly worried that the quality of work could be lost.
Before implementing Insightful, Pexly kept records using spreadsheets coupled with a CRM tool for attendance tracking. Team leads also checked in with agents personally when shifts were beginning or ending. For productivity monitoring, managers asked agents to share results directly but didn’t offer much insight into agent workloads. They wanted to better understand how much of an agent’s workday consisted of productive time vs. free time.