A retail company dealing in cosmetics hired Ann, a young college graduate, to work with its online customers. Her responsibilities included taking and confirming orders, answering questions in the online chat, controlling order packing and sending and informing the customer of their order status.
The company had already been using CleverControl for a year to assess the quality of customer service and maintain work discipline. The managers used the gathered reports mainly to track the beginning and end of the workday and view screenshots to see how employees work and how they communicate with customers.
Thanks to monitoring, the manager could reveal the unscrupulous and disrespectful employee and take measures before she harmed the company or her coworkers.