A large BPO measured productivity and staffing from existing cameras
A large BPO measured presence, idle time and process adherence across 14,000 seats from existing cameras — moving operations from supervisor gut-feel to operational truth.
The challenge
Across 14,000 seats, leaders had no objective read on presence, idle time or process adherence beyond manual supervision.
Across 14,000 seats, leaders had no objective read on presence, idle time or process adherence beyond manual supervision — so staffing and process decisions ran on gut feel.
What we deployed
VISTA Workforce Intelligence — presence, activity, idle detection and process adherence from existing CCTV.
Key capabilities- Presence & activityObjective presence and activity from CCTV.
- Idle detectionIdle time and downtime surfaced.
- Process adherenceAdherence to defined processes measured.
- Staffing balanceMatch staffing to real demand.
- Shift analyticsCoverage and shift-level insight.
- Existing camerasNo new hardware.
How it works
Cameras measure presence, activity and adherence; operations balance staffing to real demand and hold the process across every shift.
Outcomes
- Staffing balanced to measured demand
- Idle time and downtime surfaced
- Process and SLA adherence visible
- Shift and coverage analytics
The use case in depth
At contact-center scale, supervision can't objectively see presence, idle time or process adherence across thousands of seats. Camera-based workforce intelligence provides that objective read, so operations balance staffing to measured demand rather than assumption.
The point isn't surveillance for its own sake — it's operational truth: where downtime hides, whether the process holds across shifts, and how to staff to actual load. Decisions move from gut-feel to evidence.
Explore UrSpayce VISTA
UrSpayce VISTA Workforce Intelligence measures presence, activity, idle time and process adherence from existing CCTV to staff against real demand.
See UrSpayce VISTA →Frequently asked questions
How can cameras measure workforce productivity?
UrSpayce VISTA analyses existing CCTV for presence, activity, idle time and process adherence, giving operations an objective read across thousands of seats.
What does workforce intelligence improve?
Staffing is balanced to measured demand, idle time and downtime are surfaced, and process/SLA adherence becomes visible across every shift.
Does it require new hardware?
No. It runs on the delivery centers' existing cameras.