The federal telecom operator MegaFon completes implementation of a WFM system for optimization of loads of personnel of contact centers

The Asteros company completes personnel management system implementation based on TELEOPTI CCC in contact centers of MegaFon.

Background

Daily operators of contact centers MegaFon receive over 60 thousand calls. For optimization of work of 4 thousand operators in the contact centers distributed through the whole country, the management of MegaFon made the decision - to implement a single system of personnel management.

It is supposed that transition to a single centralized system will allow to optimize resources of operators and to cut down operating expenses of the company.

Solution

Specialists of Asteros proposed to telecom operator the solution on the basis of the TELEOPTI CCC system in integration with software of Avaya CMS and Avaya Operational Analyst.

By this moment solution integration in 8 regional branches of MegaFon comes to the end. Training of operators, supervisors and technical specialists of the customer will become the next stage.

Opinion

"The implemented solution creates a comfortable and effective working environment for operators and supervisors. As a result our branches will be able to cut down considerably operating expenses without staff increase of operators and with preserving of service quality. Already now the quantity serviced by call centers increased to 82%", – Konstantin Yunov, the Chief information officer of MegaFon company comments.