More than 80% of call center operators of Gran are transferred to remote work using the Naumen WebPhone web application

2020: Transfer more than 80% of call center operators to remote work using the Naumen WebPhone web application

One of the autsorsingovykhkontaktny centers (AKC) of Russia transferred operators to a remote operation mode using technologies of Naumen company. Operators of GRAN are connected to the Naumen Contact Center platform using the Naumen WebPhone web application which opens directly in the browser and does not require installation of additional software on home computers of employees. Such scheme saves from need of administration of remote jobs on different computers, regardless of the version of OS and features of home networks. On May 14, 2020 the Naumen company reported about it.

The contact center of GRAN works at the Naumen Contact Center platform from the moment of the foundation in 2006. The leading Russian banks, retailers, telecom providers act as key clients of GRAN therefore imposition of restrictions connected with a coronavirus pandemic demanded very fast adaptation to the developed conditions. As GRAN already had experience of connection of remote workers using the Naumen WebPhone web application, transfer of operators on remote work in all 11 platforms of contact center was executed almost seamlessly, without stopping business processes.

In this situation it was important to us to be rebuilt as soon as possible that none of our customers suffered. With Naumen technologies we passed to an udalenka literally on the run. And though in WebPhone there are no functions which were in workplaces at office, from the point of view of clients the service remained invariable.

In the long term we consider WebPhone as the main tool of the operator therefore development of all functions is concentrated in this direction. In the next release we will provide an opportunity for work with text channels, autoraising of a tube, post-assessment of calls to IVR. And in 2021 using WebPhone it will be possible to do video calls and to perform a joint brauzing, reported Andrey Zaytsev, the director of the department of contact centers and the robotic Naumen systems.

2016

The Russian Naumen Workforce Management optimized process of management of workload of contact center of "GRAN"

At the beginning of 216 the implementation project of the software solution Naumen Workforce Management in outsourcing contact center (AKC) - "GRAN" is complete. Possibilities of the full-function WFM solution developed by NAUMEN company allowed to optimize process of management of labor resources of 5 geographically distributed platforms AKC, having provided transparency and efficiency of planning of working schedules of 1700 employees of contact center.

Naumen Workforce Management (Naumen WFM) is the first solution for automation of process of management of working time of personnel of contact center developed in Russia. Being the module of the Naumen Contact Center platform used by AKC "GRAN", Naumen WFM completely with it is integrated. Also Naumen WFM can be used separately as the independent solution, thanks to its universal integration opportunities.

The complex Naumen WFM tool provides the continuity of process of management of labor resources – from forecasting of loading, planning and control, before reporting on use of working time.

Maxim Kalinkin, CEO of contact center of "GRAN": "After Naumen WFM implementation we felt practically at once improvements. The quality of planning of working schedules increased. We managed to increase loading of operators by 8% due to exact forecasting of volume of works/planning and optimal formation of number of employees in changes that provided cost optimization on FOT. Function of SMS informing helped to reduce the number of delay and gave the chance to quickly rebuild diagrams next day. About 80% of operators adjust the schedule by means of mobile application, another 20% use the application installed at the workstation that facilitates life to our schedulers".

For "GRAN" the planning of loading plays a key role in achievement of strategic objectives. The efficiency and quality of planning directly influence customer satisfaction, profit and business performance in general. But qualitatively to plan changes and loading of 1700 operators rather difficult without special automation equipment. Until recently the outsourcer was forced to support for this purpose the whole division of managers. In general, process of planning and the analysis was extremely bulky and could be followed by a delay in information transfer and also existence of discrepancies in the created diagrams of working shifts.

Implementation of Naumen WFM in "GRAN" allowed to optimize as much as possible process of management of labor resources, many times to increase transparency and efficiency of planning of working schedules and to achieve high rates of work of contact center.

Four forecasting methods are provided in the Naumen WFM system: target week, planned week, creation of a trend, credible intervals (VaR). The forecast is under construction taking into account volumes and load distribution, external factors and their influence on a figure of merit of service (Service Level). In case of change of the actual loading a system in real time allows to correct forecast values. The circuit of planning has big flexibility, allowing to plan taking into account skills of operators, features of working shifts, schemes of rotation, individual rules of work, performance standards and the legislation.

The schedule of the planned working shifts is displayed in a personal account of a system. Having access to personal account, each operator can exchange directly now working shifts with colleagues, adjusting the schedule independently, without participation of supervisors. Thus, if before Naumen WFM implementation the supervisors of "GRAN" had to spend daily 15% of working time for the routine transactions connected with making changes in the working schedule of operators, then now this time at them was released for the solution of more important tasks. At the same time in case of change of the planned schedule a system makes automatic SMS mailings of notifications on shifts in the diagram of working shifts, providing thereby reliable control. It became possible due to integration of the new module with the system of telephony. Control is exercised through an online monitoring panel which is configured without participation of programmers.

Besides, thanks to existence in composition of mobile application the operators can send change orders of the working schedule from the smartphones. All requests instantly get to the manager-scheduler. After approval of the request in the sheet the change is automatically displayed. Also, when the contact center needs to involve quickly additional employees to accomplishment of target indicators of SL, in Naumen WFM the scheduler creates additional changes and a system automatically sends free push-notifications to all planned employees. Using mobile application, operators can accept or reject the offer on an exit in additional change.

Important component of a system – powerful tools of report generation on use of working time. It allows to obtain operational information about performance of work of each operator and about the number of the hours worked him. Updating of reports is made online.

"Until now the market of WFM systems in Russia was provided by generally foreign developments which have the developed functionality, but are rather expensive in operation. In such situation the emergence of a worthy domestic alternative to foreign solutions becomes especially significant and expected event. The module is completely integrated with Naumen Contact Center, but can be used and separately as the independent solution as contains ready integration connectors to widespread foreign solutions for contact centers. This feature significantly expands a product scope, doing it attractive for a wide range of customers, including, working at foreign solutions", – Zaytsev Andrey, the director of the department of contact centers, NAUMEN noted.