"Sportmaster" automated the construction of work schedules using Naumen WFM

2023: Naumen WFM implementation

Sportmaster"" implemented the Russian a solution Naumen Workforce Management (Naumen WFM) to create optimal work schedules for 400 specialists of their own and. outsourcing contact centers Due to the automation of the process, the company managed to reduce the time for building a forecast of the load and schedule of operators by ten times, as well as reduce labor costs for adjusting the work schedule by 90%. This was Naumen announced on September 14, 2023.

The contact center of the Sportmaster network processes more than 500 thousand customer requests every month, which come from chats, instant messengers, mail, social networks and by phone. The Naumen WFM system receives data on calls and messages, as well as operator statuses to form a load forecast and work schedules from the Naumen Contact Center communication platform implemented in Sportmaster.

The solution builds a work schedule for the next month in just 20 minutes. At the same time, the algorithm takes into account the skills of specialists and their preferences on days of work. Employees have access to scheduling and shift sharing opportunities with colleagues on the Naumen WFM mobile app. Managers, in turn, can use the system to assess the punctuality of operators online. During the project, the payroll process was also accelerated: a timesheet was formed in the system with actually worked time and the type of activities in which contact center specialists took part during the day.

We were faced with the task not only to automate the construction of the schedule, but also to improve the work with operators and contractors. Thanks to the implementation of Naumen WFM, we reduced the time to calculate data for outsourced contact centers by 10% and improved operator compliance by 5%. As a result, they achieved all their goals in six months, "said Ekaterina Grechannik, director of the Sportmaster client service department.

Implementing a WFM system greatly simplifies the work time management process and frees up the resources of employees to solve more complex tasks. From the practice of our clients, we know that with Naumen WFM, the efficiency of supervisors and heads of the contact center increases by an average of 15%, - said Roman Belyaev, head of Naumen WFM.