STC ARGUS automated personnel management of contact center "ASB Belarusbank"

2023: Contact Center Personnel Management Automation with Argus WFM CC

The contact center of JSC "ASB Belarusbank" has implemented ARGUS WFM CC to automate the processes of forecasting and planning the operation of operators. This was reported on July 12, 2023 in STC ARGUS.

Before the system appeared, specialists had to cope with a large amount of work in manual mode. Information on the number of requests was exported from the Central Administrative District, then the load forecast was analyzed. On its basis, operator schedules were completely manually distributed. At the same time, the specialists of the Belarusbank contact center, even without automation tools, have always sought to make the flow of requests and work hours as evenly as possible.

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With the introduction of ARGUS WFM CC, we no longer spend so much time on the "fit" of schedules to the load and their fair separation between operators. We were able to implement more shift options thanks to the ability to schedule schedules with and without rotation, spoke about the experience of working in the system, Belarusbank planning specialist Marina Poleenko.

The system objectively reflects how many people are needed to cover the load every 15 minutes and distributes shifts in such a way that there are always the necessary and sufficient number of operators on the line. Of course, you can achieve such accuracy in manual mode. But even with perfectly planned schedules, no contact center is safe from the fact that some operator can go on sick leave or take time off, which will violate the picture. And the human factor has a particularly strong influence on contact centers, in which more than 60 operators work. As of July 2023, 130 operators work in the contact center of Belarusbank. Experts note that with ARGUS WFM CC it is several times easier to find a replacement in case of time off, sick leave, because you can easily shift the schedule of employees without long "adjustments." This also applies to the case when the operator wants to exchange shifts with colleagues. The delivery set of ARGUS WFM CC for operators provides a mobile application running on iOS and Android. It contains all the most up-to-date information that the employee needs to know - the schedule, work schedule, information about vacations and intraday activities.

The phone has become an integral attribute of a person, so the presence of a mobile application for operators easily made it possible to increase discipline in the contact center. Employees receive notifications about the start of the shift, about the approach of the break and lunch, as well as the need to return to the line. The operators of the Belarusbank contact center speak positively about the mobile application and especially noted the useful functionality - the ability to independently mark the sick leave and request an exchange of shifts. When requesting the exchange of ARGUS, WFM CC will offer only those operators who can replace a person in terms of training and competencies, shared Marina Poleenko.

Also, in the application, an employee can always view his current schedule, and when making changes, he will receive a push notification. Separately, experts note that the introduction of ARGUS WFM CC contributed to improving discipline in the contact center and helped create a system of intangible motivation for the employee. Those operators that withstand the indicators and actively show themselves receive more preferences. Better indicators - higher grade. In the personal account, each operator, depending on the assigned grade, can choose exactly the working conditions that suit him. In the WFM CC ARGUS, for each operator, you can specify the preferred interval of the start and end of the working day, as well as the duration of the shift, which allows you to find a balance between the wishes of the employee and the needs of the contact center.

The system is impartial and, unlike a person, always shows an objective picture of what is happening in the contact center. Working with real-time objective data allows managers to make informed decisions in the face of constant changes and, more importantly, to lay the foundation for the development of the contact center.

Thanks to ARGUS WFM CC, we have strengthened our position in negotiations with the financial unit as part of the budgeting of contact center projects. The reporting module allows you to quickly upload all the necessary data that signals certain needs. The mathematical model embedded in the system operates with data from the TsOV, which come through integration, that is, without human intervention, stressed the director of the contact center "Belarusbank" Andrei Korbut.

In continuation of the conversation, he noted another pleasant "bonus" that the company received from the use of ARGUS WFM CC. The system spared the routine of not only contact center employees, but also employees of the HR department. Now they do not need to carry out additional checks and calculations to identify the need to hire a new employee. The system will always say exactly how many people it takes for Belarusbank to be able to provide a consistently high level of service for its customers.

At the time of implementation of ARGUS, WFM CC fully met the requirements of the contact center. During the operation of the system, the STC ARGUS provides technical support, quickly responds to any questions and wishes of users. As part of technical support, the system is regularly updated, allowing users to expand their human resources management capabilities.

We are proud that Belarusbank chose ARGUS WFM CC for its contact center and has been using it for several years. The system is designed so that each user, be it an operator, supervisor or manager, can reduce the number of routine operations as much as possible and free up time to effectively solve their main tasks, summarized the head of the WFM department of the ARGUS Research and Development Center Tatyana Kuznetsova.