Citymobil predicted the need for outsourcing operators with Naumen WFM

2022: Move to Naumen's WFM platform

On July 26, 2022, the order service taxi "" Citymobil announced the formation of a shift and the construction of optimal work schedules for 500 operators of their own outsourcing contact centers and using the platform. Naumen WFM A flexible approach to workforce planning allowed the company to save about 20 million per rubles year.

As of July 2022, the Citymobil contact center processes more than 65 thousand calls from 80 cities of Russia every day. The company uses Naumen WFM tools to manage operators. The solution allows you to create a flexible schedule taking into account the predicted load and transfer it to outsourcing companies for distribution among employees. Operators monitor the current work schedule in their personal account on the website and mobile application, where they can leave applications for changing the schedule and exchange shifts with colleagues.

The introduction of Naumen WFM allowed Citymobil to increase the forecast accuracy by 5% and almost halve the labor costs of building a work schedule. Using an online monitoring system, the company monitors lateness when leaving the shift and sends warnings to employees. As a result, the level of discipline and punctuality increased by 6%.

The company was faced with the task of improving work with operators of outsourcing contact centers. With Naumen WFM, we automated load prediction using historical inbound call data from other systems and scheduling based on estimated demand. As a result, the level of adherence to the Adherence (AS) schedule has increased. The company fully coped with the task in four months, told Tatyana Timofeeva, head of the remote client service "Citymobil."

One of the features of the Naumen WFM implementation project at Citymobil is the simplification of interaction with outsourcing companies to transfer shifts and receive feedback about operator load. This made it possible to reduce the labor costs of supervisors to build a schedule by almost half, noted Roman Belyaev, head of Naumen WFM.