| Customers: Fasten Contractors: Naumen (Naumen consulting) Product: Naumen Workforce Management (Naumen WFM)На базе: Naumen Contact Center (formerly Naumen Phone IP Call Center) Project date: 2016/11 - 2017/01
Number of licenses: 1300
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On May 25, 2017 the Naumen company announced system implementation of Naumen Workforce Management (WFM) in Fasten company.
Project Tasks
Contact centers under control of Fasten work in two cities of Russia and accomodate 1.3 thousand operators. All traffic of Fasten – entering in the round-the-clock mode operators receive calls of clients, making out orders for taxi services.
 | Our purpose – to make the taxi the mass type of transport, a fixed asset of movement of people, we cannot be not in touch. Modern technologies help us to build the working schedule effectively. When the number of operators began to grow, we began to look for the instrument of control automation working time. Naumen WFM allows to predict precisely quantity of calls to a certain period, proceeding from results, to plan changes of operators, to notify them on changes in the schedule. To manage manually these processes difficult and slowly. Vladimir Batmanov, project manager of Fasten contact centers |  |
Project Results
Naumen WFM helps Fasten company to optimize work in contact centers: provides operational planning of the schedule in the multi-skills mode on 16 groups of the operators servicing different regions. Planning is conducted taking into account features of working shifts, schemes of rotation, individual rules of work, performance standards and the labor law. Due to integration of a WFM system with telephony reliable control of working discipline is provided. At any changes in the schedule a system in the automatic mode sends to operators of the push-notification.
| | It is pleasant to us that NAUMEN developers listen to the customer, flexibly approach requirements of specific business. It is important that it is the Russian program which well understands requirements of our labor law. Earlier all this had to be held in the head, to analyze load of operators on the different cities in certain hours, to build the schedule. The released time of qualified specialists is directed to other tasks of improvement of service. | |
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