Not all client support happens over the phone. Administrative work, like updating account instructions, managing special requests, and ensuring data accuracy, is a core part of delivering consistent service. But until now, it may have been more difficult to track how much time that work takes.
Kauneonga’s new Admin Time Tracker changes that. It helps admins track and report time spent on each account. This makes it easier to see tasks that were hard to measure before.
What the Admin Time Tracker Does
This tool, built into our contact center as a service (CCaaS) software, lets your team log time on any administrative task tied to a specific account. Admins can now track and review their work. This includes revising instructions, fixing issues, and cleaning up client data. The result is a clearer understanding of how your team spends its time and where that time is going.
Why It Matters
Understand the Full Scope of Support
Without tracking, admin work often goes unnoticed. Some accounts may require frequent updates or special handling, but there’s no way to quantify that effort unless it’s recorded. The Admin Time Tracker helps your team see which accounts need the most attention and how much time they take internally.
Support Conversations with Clients
Clients don’t always see the work that goes into supporting their accounts behind the scenes. This feature allows you to provide them with a clear record of time spent on administrative support. If an account needs regular changes or ongoing customization, share accurate data. This helps explain the time needed and aids in making informed decisions on how to provide that support.
Bill for Admin Work When Appropriate
Many answering services are increasingly needing to recoup the time spent on non-call-related tasks. The Admin Time Tracker makes it possible to bill for this time fairly and transparently. With detailed reporting, you can include this as part of your service agreements or offer additional support tiers based on actual usage.
Inform Operational Improvements
Patterns in admin time reveal opportunities to improve workflows. If certain tasks take longer than expected, or if many team members work on the same updates, it might be time to review your processes. This feature helps users identify where time is going and where they can make adjustments to improve efficiency.
Built-In Accountability and Reporting
The Admin Time Tracker provides measurable insights into your team’s time spent managing client accounts. Managers can see the administrative workload clearly with built-in metrics. These include Total Admin Jobs (the number of tasks completed), Total Admin Seconds, Total Admin Units, and Total Admin Minutes per account.
These metrics aren’t just for internal reporting but also to support billing. Answering services can use this data to bill clients. They can charge by time spent or per task. They have the flexibility to choose their rounding structure, like 6 seconds, 15 seconds, 30 seconds, or 1 minute. This allows for greater billing transparency while highlighting the support’s value.
Looking Ahead
The Admin Time Tracker is a practical tool designed to help answering services and call centers better understand their internal operations. It highlights the work that often happens in the background, making it easier to manage time, allocate resources, and deliver stronger service to clients.
If you’re ready to gain visibility into the tasks that keep your service running smoothly, Kauneonga’s Admin Time Tracker in Liberty is now available!