FastBank implements Naumen WFM solution

2022: Naumen WFM Implementation

Fast-bank"" implemented the Russian cloudy a workload management platform Naumen Workforce Management (WFM).. The Naumen company announced this on November 15, 2022. With this solution, the organization automated the processes of predicting the load and planning the work shifts of operators. Now contact center processes 80% of incoming calls within 20 seconds, and the work required to build work schedules has been reduced by four times.

Naumen WFM uses data call statistics to make accurate forecasts of the number of incoming calls and to make optimal work schedules for 20 operators. bank When planning, the system takes into account the load of personnel contact center in different channels and the peculiarities of work shifts. The platform also allows you to effectively distribute load and breaks throughout the day. Thanks to the optimization of labor resources with the Naumen WFM system, the contact center increased the share of the productive time operator to 75-78% and reduced the rate of missed calls (LCR) to 5%.

In the system, operators have access to a personal account, where you can clarify your schedule in real time, as well as make requests for the exchange of shifts. With the implementation of the solution, contact center employees got another important functionality - control of their working time by tracking production hours.

Before Naumen WFM was implemented, the forecasting and personnel planning processes were maintained manually. We have a small contact center, and any deviations in the load immediately affect both the service level (SL) and the missed call level (LCR). The bank needed a system that more sensitively allocates staff in a step of 15-30 minutes. The solution from Naumen is as transparent as possible to the manager and supervisor and allows you to quickly respond to load changes and inaccuracies in the schedule. In addition, an online monitoring option has become available to us, which allows us to effectively control the discipline of operators, "said Natalya Galkina, head of the FastBank contact center.

The cloud version of Naumen WFM fully covers the needs of managing the working hours of staff at small contact centers. This is a WFM cloud solution in Russia, designed to quickly launch without the cost of IT infrastructure, its support and maintenance of a staff of specialized specialists, - said Roman Belyaev, head of Naumen WFM.