Collector - October 2020 - 42

BUSINESSOPERATIONS

Time Tracking
Tech options to help you keep up with your work-from-home employees.
By Olivia Potter

B

efore the coronavirus pandemic
forced employees in the accounts
receivable management (ARM)
industry to work from home, off-premises
work was already a minor but growing
trend in the ARM industry, with about
15% of ARM service providers already
working from home, according to Colin
Taylor, CEO and chief chaos officer of
Taylor Research Group.
In a recent webinar, Taylor said that as
of July 2020, 87% of service providers were
off-premises and 9% planned to increase their
remote footprint in the future. The work-fromhome (WFH) order has led industry executives
to reevaluate whether WFH is actually more
efficient than on-premises work, but the
industry remains undecided on the effects of
WFH on aggregate productivity.
While many report off-premises work
offers fewer distractions, eliminates
commutes and increases productivity for
some, the WFH mandate raises obstacles
of insufficient technological investment,
security compliance, decreased guidance
for newer staff, and a lower level of
accountability and professional structure.
The effect these competing benefits and
detriments have on overall productivity,
customer approval and employee satisfaction
remains uncertain. However, these factors will
be crucial as some states reevaluate policies
regulating on-premises collections work and as
ARM service providers consider remaining offpremises even after COVID-19 mandates lift.
Fortunately, the ARM industry was
already measuring key performance
indicators (KPIs) and productivity in detail
before the coronavirus pandemic, providing
an opportunity for companies to compare
aggregate WFH productivity with onpremises standards. So far, informal surveys
report that productivity metrics have varied
during the pandemic, and the employee

42

monitoring technologies already put in
place by ARM providers are emerging as
the distinguishing factor.
Accurately tracking and frequently
reporting employee efficiency-particularly
script adherence, utilization time, wrap-up
time and conversion measurements-during
COVID-19 can allow executives to make
informed decisions regarding working
structure after the pandemic dissipates.
It is already becoming clear that automated
data analytics, cloud-based software and
artificial intelligence-based technology will
be crucial to sustained productivity as remote
working trends accelerate.
There are a wide variety of remote
productivity management software options
available for industry managers seeking to
collect valuable information on employee
productivity as they adjust to the new offpremises environment.
These software as a service (SaaS)
technologies not only track working

time but also generate comprehensive
reports on the quality of employee
productivity. Basic plans can range from
$5-$12 per user, per month. While not an
exhaustive list, here are some options we
found in our research:
*	 Time Doctor uses time tracking,
automated screenshots, attendance
tracking and time use alerts to
generate detailed reports about
employee productivity. Time Doctor
reports an average 22% increase in
productivity after companies adopt
the software.
*	 DeskTime calculates daily productivity
using URL and app tracking, automatic
screenshots, time tracking and project
cost calculation. It projects a 30%
boost in productivity.
*	 TimeCamp is a cloud-based time
tracking solution and billing app
with a large number of possible
integrations. TimeCamp allows

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector - October 2020

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