Asteros automated personnel management of Tinkoff Credit Systems Bank

The Asteros group completed at the end of 2014 the project on implementation of the automated control system for labor resources of NICE Workforce Management for contact center of Tinkoff Credit Systems Bank.

Tinkoff Credit Systems bank — the innovation online provider of financial services working in Russia without retail departments. It is the first Russian bank where all service, including sales of services and products, work with debts and other banking activities, happens on the Internet and contact center working round the clock 7 days a week in all time zones. 4,000,000 clients across all Russia use the innovation services of bank. Today more than 3,500 call center specialists render services to the acting and potential clients.

Top management of TKS of Bank is interested not only in high-quality providing customer service, but also in creation of comfortable conditions for operators on whose work the reputation and business of bank depends. For increase in efficiency of internal communications, convenience of work and loyalty of employees the management of TKS of Bank made the decision on implementation of the automated control system for labor resources. The Asteros group, more than seven years cooperating with TKS Bank in the field of development of IT infrastructure became the partner in the project.

Within the project Workforce Management personnel management system from NICE company — developer of solutions for registration and the analysis of interactions and transactions, detection of key information and its use in real time was implemented. A system allows to trace the load graph and operator resources which are available at present and also to precisely predict and plan work of personnel. Workforce Management provides timely information on flows of calls and holding time, allowing heads to react to these changes quickly and effectively. Besides, in a system an opportunity to consider presence at each operator of several different skills and different level of proficiency in each of them is implemented. At the same time automation of many labor-consuming tasks, in particular, drawing up diagrams of changes, reduces time expenditure on planning and job evaluation of both the individual employee, and all collective.

From project implementation also operators had additional opportunities. Each of them had a personal account where they can browse all information on the schedule and send wishes on adjustment of the diagram to the head. For example, to take time off or to change the colleague and to earn additional compensatory leaves. WFM automatically places changes proceeding from rules that allows to consider all wishes impartially. Besides, a system allows to plan the activities of the operator which are not connected directly with service of customers (breaks, days off, holidays, sick-lists, training, etc.). As a result, implementation of the platform of human resource management of NICE Workforce Management allowed Tinkoff Credit Systems Bank to reduce staff rotation, to cut down the operating expenses connected with search and training of new people and also to considerably increase service quality.

"For contact center of TKS of Bank we picked up the optimal solution providing to the management of all levels the new tools helping to solve quicker a set of various problems and more effectively to manage personnel. And employees had an opportunity via the web portal quickly to approve changes of the diagram of changes and to dispose flexibly time off" — Valery Sokolyuk, the director of the department of telecommunication solutions of the Asteros group tells. — For us this project as the child who grows in front of our eyes and it is especially pleasant that we can not only rejoice to his progress, but also participate in his development".

A system allowed TKS to Bank to obtain operational data and analytics of business processes of contact center and it is essential to improve its work. Now the customer has a possibility of optimum allocation of calls, effective control of processes of contact center and also processing of bigger number of addresses without staff increase. Today 98% of clients look forward to hearing from the operator less than a minute that significantly increases a customer loyalty. Cooperation "Credit Systems" and the Asteros groups began Tinkoff in 2006 when TKS to Bank was required to construct in limited terms the distributed "turnkey" contact center Since then Asteros is the technology adviser of bank who implemented the large-scale project on upgrade of contact center which allowed to double quantity of jobs of operators in 2012 — up to 1500 people and also using the updated software to increase employee performance.