BPO

Prove output per seat at scale

Flowace measures active vs idle time, shift productivity and output per seat at 500+ agent scale, tamper-proof and automatic, so the capacity you pay for is capacity you can prove.

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Trusted by 250+ teams across BPO, IT, healthcare, legal, accounting and research

Use cases

The four metrics behind your margin

Occupancy, shrinkage, adherence and cost-per-contact, measured from real activity instead of estimates.

Recover idle capacity

Cut shrinkage by costing idle time

Aux time and off-task browsing drain billable capacity your roster never shows. Flowace splits active from idle time by app and site, so shrinkage becomes a figure you can cost and act on.

Active vs idle time captured automatically, to the second
App and site categorisation shows where shrinkage is really going
Idle cost expressed in real currency, ready for a client review

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Benchmark every shift

Measure true occupancy, shift by shift

SLA targets stay guesswork until you know how long work takes per agent. Flowace scores output against logged hours, so occupancy and adherence show up shift by shift.

Per-agent output scored against logged hours
Real occupancy and adherence per shift, not a floor-wide average
The activity layer behind your AHT and cost-per-contact numbers

Price on real output

Cost every contact from measured activity

Flowace builds cost-per-contact and cost-per-seat from measured active time, not assumed handle times.

Cost-per-contact built from measured active time, not assumed AHT
Per-seat economics broken down by process, client and shift
Pricing and rate-card calls backed by activity you can show a client

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Trust at scale

Tamper-proof data that holds past 500 agents

Flowace keeps raw, tamper-proof logs in a HIPAA, SOC 2 and GDPR-aligned framework, so every team reads from one source of truth.

Silent background capture, consistent and report-ready
Raw activity logs that stand up to a client audit
HIPAA, SOC 2 and GDPR-aligned controls for regulated industries
Active Directory and HRMS sync for a clean rollout

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See your idle cost in your first 30 days

Most contact centres find recoverable hours in the first quarter.

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Integrations

Slots into your existing stack

Flowace connects to your directory, HRMS, payroll and the workforce tools BPOs already run, so data flows into the places your leaders already check.

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Darwinbox

Freshteam

Keka HR

Asana

Google Meet

Microsoft Teams

HR One

Dropbox

50+ more

Case studies

What contact centres got back with Flowace

BPO shrinkage typically runs 30–35%, yet Flowace customers turned it into margin.

How AM2PM lifted activity rates from 75.1% to 84.9%

AM2PM Support

BPO

From 24.9% to 15.1% idle, quarter after quarter

₹9.95L monthly idle cost surfaced
96 agents tracked, no data gaps

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How an Enterprise Grew Active Hours 15.9% Worth ₹3.33Cr

Market Research Intelligence Firm

EMS

From data nobody trusted to 93%+ productivity, quarterly

₹3.33Cr/year in added active-hour value surfaced
378 users tracked across 4 quarters, no data gaps

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How Spectrum got invoices approved 3× faster with verifiable data

Spectrum Talent Management

Staffing

Staffing & Workforce Management From disputed invoices to approvals 3× faster

₹7.5L in disputed charges per ₹50L invoice surfaced
30–35% of every recruiter hour now visible and owned

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Frequently Asked Questions

About the BPO Industry

Does Flowace count agents who are working but not typing?

Yes. It reads activity at app and website level, so reading, waiting on a customer or working in your CRM counts as active. Idle is only logged when there is no meaningful input across work apps, and you can set the threshold per process.

Will agents see this as surveillance?

Capture runs silently and reports on active versus idle time and output, not minute-by-minute watching. Most centres position it as a capacity and fairness tool, share the dashboards with the floor, and find agents accept it once occupancy is based on real data.

Does it hold up past 500 agents?

Yes. The agent runs quietly in the background and writes raw, tamper-proof logs, so accuracy stays consistent from 96 seats to several thousand across geographies, with every team reading from one source of truth.

Will the data survive a client audit?

The logs are raw and tamper-proof, so the active, idle and output figures trace back to captured activity rather than a manual summary. You can defend occupancy and per-agent output shift by shift in any SLA review.

How fast is integration?

Flowace syncs with Active Directory and your HRMS, so teams map automatically, and connects to the payroll and workforce tools BPOs already run. Most teams capture clean data in the first rollout and surface recoverable hours within 30 days.