VimpelCom implements the solution of planning of loading and calculation of payment of personnel of contact centers

In JSC VimpelCom solution integration of Workforce Management (WFM) with the system of salary accrual of NFS (Payroll) in 12 contact centers (CC) distributed across all territory of the Russian Federation is complete the company in the press release of February 4, 2013 reported.

Result

As a result of integration of two systems accounting information of staff of CC (employment, dismissal, etc.), data on the planned working time of operators and also information on actually worked time are synchronized.

"Thanks to integration with Teleopti CCC we not only achieved effective objectives on resource planning, but also cut down expenses due to correct information transfer about night breaks as payment of a night working hour of the operator is 40% higher day that needs to be considered at payroll. When using the paper sheet difficult it was reliable to display all features of a time recording at night, data on overtime in the working days were also distorted", − Sergey Makayev, the expert in development of schedule systems of JSC VimpelCom noted.

Expectations

Input of changes of different duration will allow specialists to optimize Beeline labor resources: redistribute them since the surplus periods for a shortcoming of operators. As a result all CC depending on specifics will be able to receive bigger quantity of calls or to service as much calls, but attracting optimal resources.

Moreover, implementation of the Teleopti CCC WFM system positively affected satisfaction of staff of contact centers as the solution gives the chance to consider wishes of operators concerning the days off. So, in CC Beeline it was succeeded to execute 62% of wishes of specialists.

"The solution Teleopti CCC has wide feature set for automation and optimization of work of operators of contact centers. Thanks to a complex of the held events for consolidation of regional platforms in uniform customer support center and to transition to the centralized drawing up working schedules of operators to Teleopti CCC, utilization coefficient of resources in the distributed Beeline contact center increased by 10% — Valery Tarasov, the representative of Teleopti company in Russia and other CIS countries emphasized. — In addition to the listed positive results integration of Teleopti CCC with the system of salary accrual also significantly reduces time for execution of the paper sheet and payroll calculation".