Cellular operator "Motive" introduced "Argus WFM CC" in its contact center

2023: Implementation of the Argus WFM CC system

With the help of the system ARGUS WFM CC contact center MOTIVE , flexible working conditions were introduced for, operators which led to an improvement in the level of service of the contact center. This was reported on October 5, 2023 in. STC ARGUS

Before the appearance of ARGUS WFM CC in the MOTIF contact center, there was already experience in using a foreign WFM system. productions This well-known manufacturer ceased to provide technical support several years ago. Therefore, the company did not have the opportunity to update coronavirus systems and implement that technologies constantly appear in. industries The period coincided with the change of the entire software and hardware complex of the contact center, so it was decided to replace the outdated one with ON another. An important criterion when choosing a product was that the system development company is located in, while the Russia solution meets the functional requirements for level contact centers world. Easy access to the services of the technical support team has become an additional feature.

The previous system from a foreign supplier, which we used, stopped receiving technical support and lost part of its functionality. In fact, it became an analogue of Excel and could not cope with the planning of employees' working hours. A contact center with more than 100 operators, a working WFM system is vital in order to effectively plan the schedule of operators taking into account the changing load on the CC, to prevent downtime or overload of operators. Every day in the voice channel, our operators process more than 3000 calls, and on non-voice channels they receive more than 1000 requests, commented on the head of the MOTIF contact center Elena Zyryanova.

Within the framework of the project, several integrations were implemented. In addition to integration with the telephony system, which transmits statistics to WFM to calculate the forecast and personnel requirements, integration with the 1C system has been implemented. Now, when a specialist appears in the contact center, a card for him is automatically created in the WFM system, which allows you to include the employee in workflows from the first day. Of particular note is the emerging ARGUS WFM CC mobile application. It helped to significantly reduce the time of adaptation of employees, to flexible planning of their work schedule. Each operator felt the advantages of this approach to managing time and resources in a contact center.

We work in 24/7 mode, so it was important for us to arrange shifts in such a way that at peak hours there are always enough operators on the line. The introduction of flexible shifts has made our contact centre more accessible to customers. But on the other hand, we have faced some pushback from employees who are used to fixed schedules. A mobile application helped us to overcome inertia, in which the operator can always look at the current schedule, and if necessary, it is easy, without bureaucracy and filling out applications in paper form, to exchange shifts. We, of course, conducted training, told how, with the help of the WFM system, operators can improve their KPI indicators, explained why a flexible schedule with a floating start of work shifts is needed. So in 2 months we managed to rebuild our work, told the head of the reference and information department Yana Rudakova.

to data By October 2023, in the contact center, MOTIF shifts are automatically planned according to a flexible schedule with a variable start of the working day, observing all the TC standards. RUSSIAN FEDERATION The system takes into account the production calendar and, in holidays which operators are automatically assigned shifts reduced by 1 hour at a given SL level.

In the future, the managers of the MOTIF contact center plan to use other tools of the WFM system. For example, ARGUS WFM CC allows you to use the methods of non-financial motivation of contact center employees. Thus, when performing KPIs and achieving certain grades, the operator gets the opportunity to prioritize the selection of vacation dates, and can also affect his work schedule. The learning process will also be improved. With the WFM CC ARGUS, training can be flexibly integrated into the operator's individual schedule.

Managers and supervisors of the contact center praised the convenience of the reporting module. It allows you to easily upload the necessary data, including to Excel. The monitoring module is used to monitor the current performance of the contact center. The WFM system will provide recommendations for changing the schedule of specialists, which helps supervisors make informed decisions and improve the efficiency of the contact center during peak hours. The system helped pinpoint the shortage of personnel and recommended the time intervals in which specialists should be added. ARGUS WFM CC shows the situation in increments up to 15 minutes.

The MOTIF contact center provides support to subscribers cellular operator in 4 regions: Sverdlovsk and, and Kurganskaya region. Khanty-Mansi Yamal-Nenets Autonomous Okrugs The company has been COVID-19 providing contact center services since the pandemic. to policlinics Yekaterinburg Operators help to to inhabitants make an appointment with a doctor, for examination or call a doctor at home. This line handles at least 800 calls every day.

We are happy to do such socially significant work when patients with our help can quickly make an appointment with the necessary specialist. I note that our operators constantly receive positive reviews, because citizens, unfortunately, are not used to attentive attitude when they call the call center of polyclinics, and we pleasantly surprise them, told the head of the contact center MOTIF Elena Zyryanova.

The ARGUS WFM CC is effective in retaining the SL contact center within the 80/20 gold standard. This means that 80% of applicants will receive a response from the operator within 20 seconds. A high level of service, fast and attentive service are important quality parameters for the leading mobile operator in the Urals.

Replacing a foreign solution with a domestic one is a trend in recent years. We are glad that when working with other brands, the choice fell on ARGUS WFM CC. We not only develop ARGUS WFM CC taking into account market trends, but also focus on the best practices that are already on the market. Thus, in ARGUS WFM CC, we collect the best, and make it available to our customers. We are grateful to MOTIF for their trust, summarized the head of the WFM department of the ARGUS Research and Development Center Tatyana Kuznetsova.