How AM2PM recovered ₹9.95L a month, without hiring an additional resource
AM2PM's agents were logged in, and their hours were being paid. But, what nobody could see was how much of that time was actually working.
Try Flowace Free
About AM2PM
AM2PM Support Pvt Ltd is a mid-sized Indian BPO delivering customer support across distributed agent teams. At ₹500/hr across 96 agents, every percentage point of idle time is ₹2.4L a month. Nobody was measuring it.
Logged-in hours and productive hours were not the same number
Without automated tracking, the distance between a logged hour and a productive one was invisible, and in a BPO operating on thin margins, that’s exactly where profit disappears. Team leads were spending 2–3 hours a day on manual monitoring, which meant the people responsible for output quality were too busy watching agents to actually develop them.
SLA commitments were going out to clients without a single data point on how long tasks actually took per agent. Every quarter, the business was making people-related decisions without a measurable record of what any of them had actually produced. AM2PM had no way to prove to clients that committed capacity was being delivered, and the margin pressure was real.
Paid hours that produced nothing
Idle periods, personal app usage, and non-task activity absorbed billable capacity silently. The cost existed and was invisible.
SLA targets set without a single data point
Without output-per-hour benchmarks, every SLA commitment was a calculated risk. High performers carried low performers.
Team leads merely monitoring
2–3 hours per lead per day spent on manual check-ins. Every hour watching agents was an hour not spent improving output quality.
“Even while scaling, Flowace helped us uncover 6,000 idle hours and boost activity rates from 75.1% to 84.9%.”
Flowace separated the logged hours from the worked ones
Idle time cut by a third, while the team grew
Idle time fell from 24.9% to 15.1% across three consecutive quarters, as it scaled from 66 to 96 agents. The improvement is behavioural, not structural.
More output. Same people. No additional headcount.
Productive hours per quarter grew 14.6% over 9 months. Headcount grew 45%. Output per person improved, because Flowace benchmarked individual visibility.
Activity rate up 10 points, without a single extra hire
Activity rate rose from 75.1% to 84.9% as automated idle alerts replaced manual check-ins.
The most telling number in AM2PM’s story is the fact that productivity improved as the team scaled, quarter on quarter, without regression. That’s what happens when visibility is built into how a team operates rather than bolted on later. With Flowace, AM2PM built a management system that gets more accurate the bigger they grow.
Do you know how much of your scheduled time is actually working?
Most BPOs find 20–30% idle time in their first Flowace report. Now you can see it, and fix it.
- 7-day free trial
- No Credit Card Required
- Live in under 5 minutes.
