It is common practice, not only in bank, but in many organisations, where employees put claims of making a call to the customer, without actually doing it. There's a very simple idea, to counter it. Time it. Calculate averagely, what time it will take to talk to customer and allow only one entry during that period. It doesn't need any software to lock the employee's application. Just maximize the page to full screen, when the employee comes out of maximisation, just reset the time back to zero. Now, he can't do other jobs, keeping the time ticking. He can simply stare at the screen, or better call the customer. In case, he needs to do other important work at that time, just come out of maximisation, time will be set to zero, to that particular entry. He can come back to that entry after doing that important thing, and start from zero. Simple.
