OverTheWire

OverTheWire, formerly known as Fonebox, has been a long-term partner with Tanda for more than half a decade. The company provides inbound call services for clients with 1300 and 1800 numbers, helping connect consumers with services Australia-wide.

Running a call centre for different businesses that are consumer facing has its challenges. With over 150 staff across four offices nationwide, large numbers of staff are needed at peak times to process calls, and it’s crucial that OverTheWire gets its roster right to meet demand.

With customer service so reliant on an accurate roster that meets demand, it’s crucial that OverTheWire gets it right. Using Tanda’s automated rostering features helps avoid the traps of a manually run and coordinated system. Rosters can be made using templates based on predicted demand, and employees sent their shifts instantly on Tanda’s employee app.

Staff often need to change shifts, or suddenly get sick. For OverTheWire, the flexibility provided by Tanda’s rostering system is crucial to meeting these challenges. 

Staff can swap shifts with their colleagues without having the change manually processed by management. Tanda’s employee mobile app makes sure staff know exactly when their shifts are, and helps OverTheWire stay on top of customer needs.

Before switching to Tanda, OverTheWire would regularly spend days processing timesheets, rosters, and payroll. Not only was it a tedious process, it was also risky. Small errors would leave the organisation exposed to underpayment claims.

By using Tanda, OverTheWire automates pay calculations using Tanda’s Award Interpreter. The correct award rates are applied to digitally recorded time and attendance, before being exported straight to payroll. Tanda also records all payroll records for the required seven years, simplifying the audit process should the Fair Work Ombudsman come knocking. 

It cuts out manual calculations and gives OverTheWire confidence that their staff are being paid correctly. By cutting out compliance and admin, management can focus on what matters – delivering great customer service, and growing the business.