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.
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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
Three numbers show what changed once AM2PM could see the hours its agents logged against the hours they actually worked.
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.
FAQ's
Frequently Asked Questions About the AM2PM Case Study by Flowace
Flowace helped AM2PM increase its agent activity rate from 75.1% to 84.9% across 96 agents and reduce idle time from 24.9% to 15.1%. AM2PM improved productive hours by 14.6% without adding more employees.
Flowace helped AM2PM improve productivity by tracking active work time, idle time, and productivity trends. The insights helped managers identify lost productive hours, improve workflows, and increase team efficiency with the same workforce.
Flowace reduced idle time by showing the difference between logged-in hours and actual work activity. AM2PM used these insights to identify unused work time and improve agent activity, reducing idle time from 24.9% to 15.1%.
Flowace helps BPO companies measure productivity by tracking active hours, idle time, attendance, and work activity. Managers get real-time reports to understand employee performance without manual tracking.
Flowace offers features like employee activity tracking, idle time monitoring, productivity reports, attendance tracking, screenshots monitoring, real-time dashboards, and team performance analytics to help BPOs improve efficiency.
Flowace paid plans start at $1.99/user/month. Pricing for other plans depends on team size, required features, and business needs. BPO companies can request an Enterprise plan for a custom pricing based on their workforce and productivity goals.
Yes, Flowace offers a 7-day free trial that allows businesses to test features like AI time tracking, productivity insights, employee monitoring and workforce management before selecting a paid plan.
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