Petrovich automates work with personnel

On March 18, 2014 the companies Teleopti and "Beltel" announced project completion of system implementation of personnel management Teleopti CCC for optimization of work of contact center of construction trading house Petrovich.

Project Tasks

The basis for implementation there was growth of appeals to contact center of STD "Petrovich" and growth of number of employees of this service. With achievement of number of operators in 100 people, opening of the second platform and requirements to the quality level, the management drew a conclusion: planning in Excel to solve assigned tasks it will not turn out.

Project Progress

The solution Teleopti CCC helped to automate human resource management. The WFM Teleopti CCC system is integrated with the platform of contact center Infratel then began to obtain automatically all necessary data for the subsequent forecasting and planning.

Project Results

Right after system implementation STD "Petrovich" had an opportunity to predict future loading and requirements, to automatically make working schedules, to build exact and informative reports for improvement of the overall level of providing services and increase in satisfaction both personnel, and the management. During further operation of Teleopti CCC it was expanded for work of 155 specialists. Functionality of a system using a set of modules of self-service of operators is expanded.

"High-quality uninterrupted service — a basis of activity of Petrovich company and the purpose for continuous improvement — Dmitry Grafsky, the manager with key clients of Teleopti AB told. — It was reflected in WFM system selection terms in which the completeness of functionality was the obligatory, but not the only requirement. Approach of Teleopti to creation of a management system with ideology of Lifestyle Management considering opportunities and wishes of employees, optimum approached style of work of STD "Petrovich"".

"STD "Petrovich"" received complex result from implementation of the professional WFM system for contact center: flexibility in formation and distribution of various working schedules, speed of workforce planning for the distributed platforms, simplicity and speed of resource optimization in case of need, the additional reporting on work of contact center as specialized division. Such results cannot be achieved manual resource planning using tables of Excel" — Ekaterina Kochetovskaya, the head said Contact centers of Beltel company.

"The solution Teleopti CCC allowed us to automate process, to increase the provided level of service to our clients, to increase loyalty of our specialists and also to reduce costs" — Elena Maier, the head of contact center of STD "Petrovich" emphasized.