Time Tracker for Call Centers and Customer Support | TrackLabs

Call Center Time Tracking Software Track more than just hours—monitor agent productivity, schedule adherence, and auxiliary time across your call center operations. Whether managing 10 agents or 1000, on-site or remote, TrackLabs provides the visibility supervisors need to optimize performance and maintain service levels. Start 2-Day Free Trial No credit card Cancel anytime Why Customer Support and Call Centers Choose TrackLabs Thousands of customer support and call centers choose TrackLabs to streamline operations. The main reason is that our call center time tracking software provides a transparent approach to call center time management, boosting both individual and overall team performance. Productivity & Focus See exactly how time is spent and optimize team performance with AI-powered productivity insights. Track apps, websites, and activity levels to identify patterns, prevent burnout, and keep agents focused on delivering the best customer experience. Team Visibility Get clear visibility into who’s working, when, and on what. TrackLabs makes it easy to manage remote or on-site agents, track attendance, and align everyone around performance goals — all from a single dashboard. Payroll & Billing Eliminate timesheet errors and simplify payouts. TrackLabs connects tracked hours directly to payroll and client billing, so you can pay agents confidently and on time — with seamless connections to Stripe, PayPal, Deel, Wise, and more. Scalability & Integrations Whether you’re running a 10-person support desk or a 500-agent call center, TrackLabs grows with you. Connect with tools your team already uses — from project management to finance — to keep workflows smooth and efficient. AI-Powered Performance Analysis and More Call center work means constant context switching — between tickets, calls, CRM tools like Zendesk or Salesforce, and communication apps like Slack or Teams. TrackLabs AI goes beyond simple tracking by analyzing these patterns in real time. It highlights when agents are spending too long in after-call work, switching excessively between tools, or showing unusual drops in activity. AI summaries turn complex productivity data into clear insights: who’s struggling with workload balance, which shifts face performance dips, and how team efficiency trends over time. Managers can act immediately, while agents get personalized feedback to stay focused and consistent. And with TrackLabs AI as your 24/7 performance consultant, you can even ask direct questions — from “Which agents are overburdened?” to “How is productivity trending this week?” Explore TrackLabs AI Key Features for Optimized Call Center Time Tracking Gain full control over call center performance monitoring with powerful features built for support operations. From real-time time tracking to PTO management, TrackLabs equips you to run a transparent, accountable, and efficient call center. Real-Time Tracking Track every agent’s work hours in real time. See which ticket, call, or task they are handling, and what apps or CRMs (like Zendesk, Salesforce, or Freshdesk) they are using. Real-time visibility helps you ensure coverage during peak hours and quickly spot productivity gaps. Go to Real-Time Tracking Activity Monitoring Go beyond hours worked with detailed activity monitoring. Measure keystrokes, mouse activity, and app usage, with optional screenshots for full visibility. Identify after-call work (ACW) bottlenecks, excessive context switching, or idle periods so agents can stay focused on customer satisfaction. Go to Activity Tracking Attendance Management Simplify attendance tracking with automated clock-in and clock-out. Instantly see late starts, early logouts, and missed shifts — with reasons logged for accountability. Perfect for both on-site and remote agents. Go to Attendance Management Shift Scheduling Schedule unlimited shifts for your team with ease using our call center time tracking software. Whether you’re managing multiple time zones or rotating schedules, TrackLabs’s time clock for call centers keeps your staffing organized and consistent. Go to Shift Scheduling Payroll Automate payroll from clock-in to payout. TrackLabs calculates wages based on tracked hours and processes payments directly through PayPal, Bank Cards, Payoneer, Deel, Wise, Gusto, and more. With multi-currency support, automated approvals, and seamless integrations, your agents always get paid accurately and on time. Go to Payroll Leave and PTO Management Enable your agents to request time off through a simple approval workflow, using an all-in-one support staff time tracking software. Flexible PTO management and customer service agent time tracking ensure your team can maintain a healthy work-life balance. Go to Leave Management See All Features Call Center Data Security & Customer Support Privacy Call centers handle sensitive customer data, so security is non-negotiable. TrackLabs complies with GDPR, HIPAA, and CCPA, using DigiCert SSL and Cloudflare protection to guard against breaches. With end-to-end encryption, regular audits, and role-based access, your support operations run on a secure and compliant platform. Learn About Security Loved and Trusted by Teams Around the World by Colson Fairbanks TrackLabs makes tracking billable hours easy! The reports make invoicing my clients a breeze. by Henry C. Long TrackLabs Time Tracker is a must-have for remote work. The interface is user-friendly, and the tracking features are spot-on. Highly recommend! Integrate with Popular Tools You Already Use Effortlessly connect TrackLabs to the platforms your call center relies on, ensuring smooth data flow and streamlined daily operations. Integrations help you make the most of the time tracking app for call centers. Zoho Projects Seamlessly connect TrackLabs to Zoho Projects to track every hour spent on specific tasks and projects. Deel Simplify global payroll, compliance, and HR tasks by syncing time-tracking data directly to Deel. Manage international team payments quickly and accurately. Slack Keep everyone in the loop by receiving time-tracking, task, and project updates in Slack channels. Communicate project changes and monitor agent performance without leaving the messaging app. PayPal Connect TrackLabs with PayPal to automate agent payments. Once you’ve tracked your team’s hours, you can handle transactions in just a few clicks while staying on TrackLabs. Asana Combine TrackLabs’s real-time tracking with Asana’s project management features for total clarity on tasks and deadlines. Wrike Link TrackLabs to Wrike to efficiently merge time tracking with task management. This integration ensures your support team can adapt quickly to shifting priorities while maintaining transparent progress reports. See All Integrations See TrackLabs in Action Book a demo to see how TrackLabs helps call centers track shifts, monitor agent productivity, and maintain transparent workflows. Our specialists will tailor the walkthrough to your operations so your team can get the most out of TrackLabs. Book a Demo FAQ Can I track the work process of remote call center agents with TrackLabs? Yes. TrackLabs has features for both remote customer support time tracking and on-site performance tracking, offering real-time visibility and transparent reporting for each agent, regardless of their location. How does TrackLabs handle data security for call centers? We use industry-leading security measures like end-to-end encryption, GDPR compliance, and strict access control to protect your data from unauthorized access or breaches. Does TrackLabs allow managers to review and approve agent hours before payroll? Yes. To review tracked time manually, you need to enable Timesheet Approvals and every time an agent submits their timesheet report, you will need to approve it for payroll. Learn more about Timesheet Approvals here. Can I integrate TrackLabs with my existing tools? Yes, TrackLabs integrates with a range of popular tools like Zoho Projects, Slack, Jira, Asana, Wrike, Stripe, PayPal, Deel, Remote, BItwage, and more, ensuring seamless workflows for your call center. See all integrations here. Can I track offline work or calls? Yes. TrackLabs tracks time even offline, provided that the tracker was started when there was an internet connection. When connection is restored, the tracker will sync the data recorded offline. How do I measure agent productivity with TrackLabs? Our AI-powered performance analysis and productivity tracking system uses time and activity metrics to monitor computer activities of call center employees and identify potential bottlenecks. You get tailored reports on app usage, tasks, and total call times, along with productivity levels for each agent, ensuring effective customer service performance monitoring. Can managers customize the frequency of screenshots for different employees? Yes. Our call center employee monitoring software allows you to change the frequency of screenshots from 1-10 in a 10-minute interval for each employee. Learn more about screenshot frequencies here. Can this customer service time tracking software send notifications or alerts when agents approach overtime limits? Yes. If you don’t enable overtime tracking, the call center work hours tracker will stop when agents reach the limit set for them or their project. However, if you enable overtime tracking, they will get a notification asking if they want to continue tracking overtime. How does TrackLabs call center time tracking software manage or record mandatory breaks required by labor regulations? To track break times, you need to create Break Policies first and set whether they are paid or not. Employees can then start their break on their own. Learn more about break tracking here. Transform Call Center Time Tracking with TrackLabs Start 2-Day Free Trial No credit card | Cancel anytime