Raiffeisenbank introduced Naumen WFM to manage contact center load

2021: Naumen WFM Implementation in Contact Center

On April 15, 2021, the company Naumen announced the completion of the project for the implementation of the solution Naumen Workforce Management (WFM) in, contact center Raiffeisenbank one of the commercial ones. banks in Russia The WFM system with high accuracy predicts the load of more than 500 contact center operators, using historical ones, data forms a flexible schedule, takes into account preferences and allows you to monitor employee activity, aggregating statuses from different systems.

The bank's contact center for April 2021 processes more than 15 thousand calls and chats a day. In this regard, the key goal of implementing the WFM system was to increase the automation of processes related to the load management of the contact center. As a result of the implementation of the solution, the time for building the schedule was reduced from 1.5-3 hours to 5-7 minutes, and the forecast for the number of calls and the need for operators for a month is built within 10-15 minutes with accuracy to 90%.

We actively use automation technologies in the work of the contact center to optimize its work and improve the customer experience. Previously, we generated a load forecast and built manual schedules. The implementation of NAUMEN's WFM system allowed us to significantly simplify these processes and accelerate their implementation, freeing up employee time to solve more complex tasks, "said Irma Metreveli, head of remote customer service at Raiffeisenbank.

As of April 2021, when calculating the need for operators and building a forecast in the contact center of Naumen Bank, WFM uses historical data and builds a schedule, taking into account the employee's skills in text and voice channels. Employees monitor the current schedule in their personal account, with the help of which it is possible to form applications for changing the work schedule and exchange shifts and leave individual preferences on the work schedule.

Another update in the work of the contact center was the ability to see employee statuses in two systems simultaneously using online monitoring. In Raiffeisenbank, the WFM system simultaneously takes into account and aggregates the availability of employees in non-voice channel systems and Avaya, which allows you to see the activity of an employee regardless of his authorization. It is also integrated with the contact center's internal personnel accounting system to obtain up-to-date data on employees, and with a chat platform that transmits historical statistics on dialogs and online status of operator activity.

To take into account the requirements of the bank's security, a role model was developed to distinguish the access of operators, managers and analysts, and their authentication was set up.

As a result of the implementation of the WFM system, Raiffeisenbank received not only a high speed of scheduling, but also the ability to analyze the load of operators. In addition, during the operation of the system, the bank was able to redistribute the labor costs of specialists and managers through schedule automation and a convenient interface, "commented Roman Belyaev, director of the NAUMEN WFM systems direction.