HR software for Indian call centres running round the clock
Call centre HR software has to survive three things an ordinary HRMS does not: rotating shifts around the clock, batch intakes of thirty or forty agents at once, and attrition that turns exit paperwork into a weekly job. Offrd covers rosters, attendance, documents and full and final settlement from one login, at ₹50 per active agent a month.
Last updated 24 August 2026
Why call centre HR breaks differently
A thirty person design studio and a thirty seat voice process have almost nothing in common from an HR system's point of view. The studio hires four people a year. The voice process hires four people some weeks, and loses three others in the same month.
That churn is not a failure of management. Voice and chat operations in India run on a workforce that moves, and the operators who cope best are the ones whose paperwork moves at the same speed. The problems that follow are all downstream of that one fact.
Shift patterns are the second complication. A process serving a US client runs nights, one serving Australia runs early mornings, and an agent may move between them inside a month. Attendance recorded against a fixed nine to six simply does not describe what happened.
Third is the batch. Agencies and RPO partners deliver in cohorts. Forty appointment letters, forty sets of bank details, forty UANs, all needed by Monday. Done one at a time, that is a fortnight of somebody's life.
Rosters and attendance for rotating shifts
Shifts are named objects, not a setting. Morning, general, night, split, each with its own start, end and grace period, and an agent is assigned to one for a given date range. Rotating a team from nights to mornings changes an assignment, it does not require rebuilding the schedule.
The roster imports from CSV. A month of shift allocations for a floor of 200 goes in as one upload, with reporting manager and site in the same row. Break splits are tracked, which matters when a process pays a shift allowance keyed to hours actually worked.
Agents mark attendance by QR code at the floor entrance, or by GPS with a 500 metre radius if they work from home or from a client site. Biometric devices already installed can sync into the same record, so a floor running fingerprint readers keeps them. Six reports come out of it: attendance log, attendance summary, monthly attendance, field work, geofence and leave request.
On night work by women, the conditions on consent, transport and workplace safety sit in the Occupational Safety, Health and Working Conditions Code and in state notifications, and they are not identical across states. Confirm your own state's requirement before you roster. What a system can usefully do is keep the shift record, the consent document and the attendance log together in case you are asked for them.
Batch onboarding without the fortnight
Bulk employee import takes a cohort in from one CSV. Onboarding then collects Aadhaar, PAN, bank details and UAN digitally from each new agent, with validation as it goes, so you are not chasing an illegible photocopy in week three.
Appointment letters generate from the salary structure you set, which matters more than it sounds. Written appointment letters became compulsory under the Labour Codes that took effect on 21 November 2025, and a batch of forty is exactly the situation where a manual process starts producing letters with the wrong CTC in them.
The salary structure balances to total CTC on its own. Basic defaults to 50 percent of CTC under the Code on Wages 2019 rule, HRA follows from basic, and the PIN code you enter resolves city, district and state, which in turn sets the professional tax slab. Nobody looks up a slab table.
See the offer letter generator for how the letter and its annexures are built, and the onboarding module for the document collection flow.
Exit paperwork at the volume you actually have
Attrition is the part most software quietly ignores. An operator running 300 seats with a third turning over in a year is issuing something close to two relieving letters a week, each one needing a settlement that reconciles to twelve months of payslips.
Full and final settlement in Offrd is a dedicated module rather than a template. Each settlement carries a reference ID in the form OFFR/FNF/YYYY/NNNN, moves through a draft to approved lifecycle, and has a three block editor covering 19 standard deduction heads and 13 exit specific payouts. It draws from the same salary heads the payslips used, so the arithmetic agrees with itself.
Relieving and experience letters generate from the same record. Gratuity computes from basic pay using the statutory formula, wages multiplied by 15, multiplied by years of service, divided by 26, and fixed term employees become eligible after one year under the Labour Codes rather than five.
| Document | When it comes up | Credit cost |
|---|---|---|
| Appointment letter | Every hire, compulsory since 21 November 2025 | 10 |
| Onboarding pack | Aadhaar, PAN, bank and UAN capture per agent | 15 |
| Payslip | Monthly, per agent | 2 |
| Confirmation letter | End of probation, usually 3 to 6 months in | 5 |
| Relieving letter | Every exit | 5 |
| Full and final settlement | Every exit, with the payout breakdown | 10 |
Credit packs start at ₹99 for 10 credits and fall to about ₹8 a credit on the ₹1,999 pack. Signup gives you 50 free credits with no card, which covers one appointment letter, one onboarding and a dozen payslips.
What a ramp actually costs
The subscription is ₹50 per active employee a month, calculated on who was active rather than on a licence count. That distinction is worth money in this industry specifically, because seat counts here are not stable.
Several HR platforms sold in India bill in blocks of 50 users, which is fine at steady headcount and expensive during a ramp down. If you want to see how the vendors compare on that specifically, the twelve vendor comparison lists entry price and employee minimums side by side.
What Offrd does not do for a call centre
Worth saying before a demo rather than after. There is no workforce management engine here: no Erlang forecasting, no intraday adherence, no shrinkage modelling. If your operation needs that, buy a WFM tool and let Offrd handle the HR record beneath it.
There is no quality management, no call scoring and no CRM. There are no performance reviews, no OKRs and no 360 feedback. Recruitment stops at pre interview resume screening through Pre-Hire, which scores a stack of CVs and hands back a ranked shortlist; it is not an applicant tracking system with a pipeline and interview scheduling.
And Offrd calculates statutory contributions but does not file them. ECR to EPFO and 24Q to TRACES stay with your CA, who receives clean payroll in EPF return format. If automated filing is the main thing you are shopping for, say so early and look elsewhere.
Related industry guides
Questions from operations and HR leads
- How do you track attendance across rotating 24x7 shifts?
- Named shift schedules with grace periods handle rotating, split and night patterns. Agents check in by QR code at the floor entrance or by GPS if they work from home, and the roster imports from CSV so a full month of shift allocations goes in as one upload rather than being typed in per agent.
- Can women work night shifts in an Indian call centre?
- Night work by women is permitted subject to conditions on written consent, transport and workplace safety. The exact conditions sit in the Occupational Safety, Health and Working Conditions Code and in state notifications, and they differ between states, so confirm your own state's requirement before rostering. What software can do is keep the shift record, the consent document and the attendance log in one place if you are asked for them.
- How fast can we onboard a batch of 40 new agents?
- Bulk employee import takes the batch in from one CSV, then onboarding collects Aadhaar, PAN, bank details and UAN digitally from each person. Appointment letters generate from the same salary structure, so a batch that used to take a fortnight of paperwork usually closes inside a day.
- What does exit paperwork look like at high attrition?
- Full and final settlement is a dedicated module with its own reference IDs, a draft to approved lifecycle, 19 standard deduction heads and 13 exit specific payouts. The settlement pulls from the same salary heads as the payslips, so the numbers reconcile without anyone reconciling them by hand.
- Does the price change if headcount swings during a ramp?
- The subscription is 50 rupees per active employee a month, calculated on who was actually active. A floor of 500 seats that is running 280 in a slow month is billed for 280. There is no seat block and no employee minimum.
- Does Offrd file PF and ESI returns for a call centre?
- No. Offrd calculates EPF at 12 percent from each side against the 15,000 rupee wage ceiling, ESI at 3.25 percent employer plus 0.75 percent employee up to the 21,000 rupee ceiling, professional tax by state slab and gratuity, and it exports payroll in EPF return format. Filing stays with your CA.
- Do agents need an app to mark attendance?
- The bundled Atndnz app covers mobile check in, and QR check in at a floor entrance needs nothing installed on the agent's phone beyond a camera. Biometric devices you already own can sync into the same record, so a floor that runs fingerprint readers does not have to replace them.
Run your next batch through it
Fifty free credits on signup, no card. That is one appointment letter, one onboarding and a dozen payslips, enough to put a real hire through end to end before you commit anything.
Statutory rates follow published rules from the Employees' Provident Fund Organisation and ESIC, and the Labour Codes notified by the Ministry of Labour and Employment. Several thresholds vary by state. This is general information, not legal advice. Confirm your own position with your CA or legal advisor. Questions to service@offrd.co.