Argus WFM CC was introduced in the contact center of St. Petersburg Bank

2024: Implementation of Argus WFM CC

On January 25, 2024, Argus announced that Argus WFM CC had been introduced into the contact center bank St. Petersburg.

As reported, the introduction of the ARGUS WFM CC solution in St. Petersburg Bank became an urgent need when the number of contact center employees increased from 50 to 360 people.

When the number of contact center employees grows, the processes of creating a schedule and schedule are always complicated. The main task faced by the specialists of CC Bank "St. Petersburg" was to switch to planning operator exits in half-hour intervals instead of hourly ones. With a large staff, creating such "steps" manually becomes more difficult, such work significantly increases the labor costs of a regular planner.

Even the fact that we plan to withstand the optimal arrangement of operators allows us to maintain KPI and SL at the required level. We have very strict requirements for the lost call rate (AR) - only half a percent per day. At the same time, the task is not to inflate the staff, which is helped by the ARGUS WFM CC system. commented Sergey Koksharov, Chief Managing Manager of the Remote Support and Sales Department of the Contact Center of Bank "St. Petersburg"

The uniform arrangement of personnel became possible due to the fact that when predicting the load, the system collects statistics with a 5-minute interval. Every month, only the voice channel of the Contact Center receives from 90 to 100 thousand calls. It is extremely problematic to process information for five minutes manually and without special means - programs from a standard office suite are simply designed to "digest" such a volume of data. In addition, making a forecast manually at intervals of 5 minutes significantly increases the time for routine with a specialist, therefore, when manually planning, aggregated indicators with half-hour and hour intervals were used.

The updated ARGUS WFM CC system allows you to work with any detail of the data, providing the most complete picture of the day. Thus, it was possible to create a more flexible schedule that suits employees.

For the operators themselves, various tools are provided in the ARGUS WFM CC system. They can use their personal account through the web interface at their workplaces, as well as receive the necessary information, for example, push notifications about breaks, lunches, training through a mobile application on iOS and Android, if they are not on a computer.

Employees liked the mobile app. After all, they can always look at their schedule without being directly at the workplace. Operators appreciated the ability to change shifts. noted Sergey Koksharov

The contact center of Bank Saint Petersburg is developing dynamically. Therefore, one of the tasks facing management is proactive planning of personnel potential. Without the lack of automation tools, this task took about 2 days of the specialist's work. And at the same time, the forecast was quite high-level - an approximate required number of operators was calculated, which depended on another forecast - the number of active clients of the Bank.

With the introduction of ARGUS WFM CC, the forecast for the year takes only 4 hours and takes into account a large number of features of the CC. Thanks to the built-in tools for editing historical data, we see the real picture of cases. In the system, historical data is presented both as tabular values and as graphs. Load visualization helps to quickly find and calculate peaks, remove abnormal periods. told Sergey Koksharov

The ability to work with historical data in the system helps not only to make long-term forecasts, but also to solve everyday problems. Using adjustment tools, you can quickly make changes to the forecast by adding the necessary coefficients. Manually, such manipulations would take too long. This approach provides optimal forecast accuracy for both load and personnel requirements.

A large savings in the planner's working hours was achieved by the fact that the system automatically puts lunches and breaks. With manual planning, it took a whole hour every day for this activity.

The Contact Center of Bank "St. Petersburg" has big plans for the coming year. The task is to implement flexible shifts with a floating start and duration using the WFM CC ARGUS. And the tools of the system will be used that will help to plan a one-on-one meeting of group leaders with subordinates under the load. The presence of these and other capabilities in ARGUS WFM CC allows you to develop and optimize business processes in the contact center and do it systematically and immediately correctly.