Ingosstrakh of SPAO (Naumen Workforce Management (Naumen WFM))

Naumen completed in the fall of 2019 an implementation project of the solution Naumen Workforce Management (WFM) in contact centers of the Russian insurance company "Ingosstrakh". A WFM system with a high accuracy predicts load of two contact centers of the insurer and automatically plans the working schedule more than 300 operators on five geographically distributed platforms.

Uniform installation of Naumen WFM provides parallel management of workload with flexible distribution of access rights in the medical contact center of Ingosstrakh and contact center specializing in questions of the general profile.

The solution automatically calculates the forecast of load of contact center, being based on the historical data on the number of addresses and time of their processing taking into account the set indicators of the target objective of service. The integration into the platform of telephony Genesys implemented within the project provides transfer of statistical data about work with voice channels, chats and e-mail for calculation of loading and online monitoring of activity of employees.

Based on the forecast a WFM system makes the working schedule for more than 300 operators distributed on platforms of contact centers in Moscow, St. Petersburg, Nizhny Novgorod, Irkutsk and Krasnoyarsk. Automatic planning of the diagram takes less than two minutes and considers group and individual rules of work of employees, their skills, requirements of the labor law and the set level of service. Operators and supervisors have the round-the-clock access to the schedule in a personal account which it is possible to enter through mobile application or the browser. At making changes in the diagram the manager can send to SMS-soobshcheniye operators or the push-notification in the application.

The interface of the solution which visualizes the schedule by day displays the periods of surplus and a lack of personnel, helping to balance distribution of working time, to increase performance of operators and to align the level of service as in average daily perspective, and in general. Using a planning module in Naumen WFM the insurance company will be able to support the current level of service, having reduced an expense of working hours at least by 4-5% in comparison with former costs.

Modules of monitoring and the reporting of Naumen do possible use of the implemented solution as the tool for analytics and quick response to deviations from the plan or requirements for the level of service. Data collection online and automatically created reports allow to understand at the deep level the course of processes of service in contact centers, to quickly optimize the diagram in case of deviations from the forecast and to fix the actual activity of operators on places.