Avito.ru manages workload of operators using Naumen WFM

2020: System implementation of Naumen Workforce Management

On December 17, 2020 the Naumen company (Naumen consulting) reported that together with service of declarations Avito completed system implementation of Naumen Workforce Management (Naumen WFM). Thanks to the solution of Avito will be able flexibly and quickly to plan working schedules of specialists of moderation and support.

System implementation of NAUMEN became the next stage of creation of customer service on the international standards, and allowed to consider peak and seasonal loads, to optimum distribute time for command meetings, training and breaks and also to optimize the number of specialists depending on a channel of communication. Using a WFM system the company can gain a better understanding about the actual loading of specialists and how they observe the schedule, to collect information which helps to optimize processes and to build the best customer service in the industry.

Naumen WFM predicts a flow of addresses to support and automatically builds the schedule for specialists in different channels of service. Management of the working schedule is conducted on a centralized basis: a system considers qualification, professional skills and the status of everyone. If changes are made to the diagram, employees receive push-notifications on their activities. Each specialist sees the schedule on the personal page or in the application, can create change requests of the diagram. And for control of work reports on activities of operators and their punctuality are provided in a system. Naumen WFM is integrated with information systems of Avito. It allows employees in a convenient format to obtain information, necessary for work, and adjustment in the schedule.

Avito builds customer service on the basis of the international standards. One of basic requirements — flexible and effective management of working time of specialists. Therefore we decided to automate planning process and accounting of the actual loading. An additional bonus was what we managed to unload supervisors and heads of the directions. Earlier they manually made and more than 700 employees therefore without the general system we could not see all picture entirely edited working schedules — Anna Averina, the director of client experience of Avito noted. — Specialists of Naumen offered us the tool which advantages leave far beyond creation of the schedule. This format of work allows to increase discipline of employees and their involvement. And the company obtains more information now to make the weighed decisions on development of the center of customer service. According to Anna Averina, a possibility of technical integration with internal services of Avito, the convenience and usability, a possibility of completions under features of the company and support of a system in the future, experience and reliability of the contractor, a reasonable combination "the price quality became a selection term of a system.

Naumen WFM implementation project in Avito took three months. According to the results of it allowed to systematize and to considerably simplify work with the diagrams reflecting loading of personnel, to reduce labor costs by their creation and to manage flexibly a situation at change of a flow of addresses — Andrey Zaytsev, the director of the department of automation of contact centers and the robotic Naumen systems reported. — Absolutely transparent schedule which considers not only tasks of the company, but also a wish of each specific employee helps to create our solution.