ВТБ 24 (Verint Impact 360 WFM - Verint Workforce Management)

The contact center of VTB 24 was created in 2005. In five years of work of the center the quantity of jobs grew from 5 to 550, the number of employees exceeds 1000 people. As of 2010 the contact center is one of components of Department of client service of VTB 24 which services clients on all channels of remote access, such as phone, e-mail, SMS and also works with internal and external Internet resources. Capacity of the center makes about 15 million addresses a year or about 50 thousand addresses during the working day. Work of the center is conducted in the round-the-clock mode, the customer support of bank from all territory of Russia is performed.

Dynamic business development of VTB 24 requires permanent increase in functionality of contact center of bank. The center works not only with phone calls, but also processes electronic correspondence, works with Internet resources, is engaged in telemarketing. There is a specialization of employees in the product directions and type of clients (the VIP, private and legal entities).

"For the last three years our contact center grew several times. At some point we understood that we will not be able effectively to plan work of such complex structure in the manual mode – it will lead or to service quality loss, or to significant increase in costs. Desire to increase transparency and controllability of structure in general was the second important point. We understand an opportunity to trace both global parameters of level of service, and work of each employee separately, and that the most important, quickly to react to a situation as it", - Natalya Smirnova, the vice president, the director of the department of client service of VTB 24 bank comments on the decision on a project startup.

On the basis of requirement analysis of the customer to functionality of a system, specialists of AMT Group proposed the solution Verint Impact 360 WFM. AMT Group performed design, customization and system implementation. Tasks of AMT Group also included integration of a system into the equipment of contact center. During test operation it is instructed different user groups: system administrators, operators, managers and heads of contact center.

The implemented system provides tool kit for operational management of contact center and also helps to solve problems of strategic planning of technology and personnel development of contact center. In addition, a new system promotes creation of a comfortable working environment for operators and supervisors. The agency portal with providing requests to a possibility of formation for the weekend and holidays, trackings of working schedules and performance indicators is organized.

The contract for service support of contact center of VTB 24 for a period of 3 years is also signed. According to the contract AMT Group will give the round-the-clock technical support in mode 24х7 with the guaranteed response time. In process of emergence of new versions of the product Verint Workforce Management its updating will be made.

"AMT Group works at the market of corporate and outsourcing contact centers since 2002, - Komarov Denis, the director of the department of work with corporate customers of AMT Group says. – Experience and employee competences of the company allow not only to select and implement technical solutions during creation of contact centers, but also to help with the organization and business process optimization of customer service".