Workforce Management Software For Call Centres

In Sentrient’s case, workforce management software for call centres manages recruitment, onboarding, compliance, learning and performance for agents and team leaders, beside the contact centre WFM tool and dialler you already use. It shows centre managers who is onboarded, trained and current, and what is still outstanding, for every team.

Yes. Sentrient is built for Australian and New Zealand organisations, with Australian compliance courses, local support and records set up around Australian employment, privacy and work health and safety obligations. In-house service teams and outsourced centres use it for agents and team leaders, and it works beside their contact centre systems rather than replacing them.

Most contact centres run a telephony platform and dialler, a contact centre WFM tool for schedules and a payroll system, and Sentrient sits beside them rather than replacing them. Agent onboarding, training and policy records often live in spreadsheets, and that is the gap Sentrient fills. Our overview of workforce management software features and our look at common workforce management challenges explain the difference.

Sentrient does not forecast call volumes, build schedules, track adherence or occupancy, measure average handle time or service levels, run a dialler, record calls or run payroll. It manages recruitment, onboarding, compliance, learning and performance beside the systems that do. Keep your contact centre WFM tool for that work and add Sentrient beside it for the people side.

Contract call centre employers are generally covered by the Contract Call Centres Award, as the Fair Work Ombudsman’s award summary sets out, while in-house centres are often covered by another award, alongside the National Employment Standards, the Privacy Act and work health and safety duties. Sentrient does not interpret awards, and your organisation remains responsible for every obligation.

Sentrient manages job posts, candidate screening and ranking, interview notes, reference checks and electronic contracts for every intake, and records the outcome of any checks your centre runs. It does not run checks itself. Recruiters can move a whole cohort of successful candidates into onboarding at once, so no one re-keys the same details.

Yes. New agents complete their details, banking and superannuation, work eligibility, confidentiality agreements and policy acknowledgements online before day one. Fair Work says every new employee must receive the Fair Work Information Statement, and casual agents the casual statement too, so you can issue both and record that they were given.

Yes. Sentrient stores training completions, certificates and policy acknowledgements as compliance records with due dates, and automated notifications remind agents and team leaders before anything lapses. A dashboard shows what is outstanding by team and site, so a team leader can follow up in one pass rather than agent by agent.

Agents request leave in Sentrient, team leaders approve or decline it, and staff calendars show leave and key dates for each team. Leave integrates with Xero and MYOB, so approved leave is not keyed in twice. Your contact centre WFM tool still decides schedules and shift cover.

Yes. Agents can complete online timesheets, managers review and approve hours, and attendance can be tracked by site. Timesheet data exports to your payroll system for processing. Sentrient does not calculate award rates, penalty rates or overtime, so pay calculation stays with your payroll software.

Yes. Sentrient is designed to sit beside the contact centre WFM, telephony and payroll systems you already use, not to replace them. It holds the people and compliance records those tools do not, integrates leave with Xero and MYOB, and exports timesheet data for payroll, so each system keeps its own job.

Publish policies covering privacy, acceptable use, complaint handling and, for outbound teams, the Spam Act and Do Not Call Register rules, then track who has acknowledged each version. The Australian Human Rights Commission explains the positive duty employers carry to prevent workplace sexual harassment. Your organisation remains responsible for meeting every obligation.

Contact centres often start new agents on Sentrient’s privacy training, code of conduct training and health and wellbeing course, with refreshers set on a cycle. For product modules, assessments and custom courses, Sentrient’s learning management system handles delivery.

Agents record abusive calls, incidents and hazards through Sentrient’s incident reporting tools, and managers see reports across teams. Safe Work Australia lists job demands, poor support, violence and aggression among common psychosocial hazards. Pulse surveys show how agents are coping, and your organisation remains responsible for managing those risks.

Share announcements with every team or a single shift, message agents, recognise good calls, post photo albums and run feedback surveys. Agents on early, late and weekend shifts get the same updates as everyone else, and centre managers can see how each team responds.

Set business objectives, write position descriptions for agent and team leader roles and agree goals with each person. Dashboards and workflows remind team leaders when reviews are due, and ongoing performance conversations are recorded, so an agent’s coaching history stays with them when they change teams.

Yes. Dashboards and ready-made reports show onboarding status, training completion, policy acknowledgement and upcoming due dates by team, site or role. Team leaders see their own agents, centre managers see the whole operation, and access levels keep each person to the information their role needs.

Give labour hire, seasonal and project-based agents the inductions, policies and training relevant to their campaign, with their records kept alongside permanent employees’. Sentrient records who has completed what and when, so a centre manager can see before a campaign starts whether every agent is ready.

Yes. Agents can complete onboarding, acknowledge policies, request leave, submit timesheets and finish courses on a phone or tablet as well as a desktop. Team leaders can approve requests and check team status on mobile too, which suits hybrid and work-from-home teams.

Sentrient keeps onboarding records, confidentiality agreements, policy acknowledgements, training completions and incident reports with names and dates, ready to export. The Fair Work Ombudsman’s record-keeping guidance says time and wages records must be kept for 7 years, and those stay in your payroll system, not in Sentrient.

Sentrient combines recruitment, onboarding, compliance, learning and performance in one platform, with pre-built Australian compliance courses and local support. It works beside your contact centre WFM tool, dialler and payroll instead of asking you to replace them, so each system keeps doing the job it was bought for.

More than 1,000 Australian organisations use Sentrient, including Mills Oakley, Energy and Water Ombudsman Victoria and The George Institute for Global Health. Read how Mills Oakley uses Sentrient to deliver compliance training and policy sign-off across its people.

Pricing depends on your number of agents and sites and the modules you use, so Sentrient prepares a tailored proposal after a short conversation about your centre. There are no figures on this page because two centres of the same size can need quite different set-ups.

Book a free 20-minute demo and a Sentrient specialist will walk through recruitment, onboarding, training, compliance and reporting using examples that match your intakes and teams. You will see how it sits beside your WFM tool and dialler before you decide.