WFM system introduced in the contact center of the Roscongress Foundation

2023: Implementation of Argus WFM CC

STC ARGUS on November 27, 2023 announced the introduction of a WFM system in the contact center of the Roscongress Foundation. ARGUS WFM CC solution without modifications made it possible to automate and optimize existing processes in the company due to flexible settings in the product itself.

According to the company, over 10 + years, a corporate culture and well-established business processes have developed in the contact center of the Roscongress Foundation. During this time, more than 400 projects were implemented in Russia and abroad. In the structure of the contact center, two areas of work are developing: internal projects of the Fund and an outsourcing contact center. The number of projects is increasing every year, and the staff of the contact center is growing in proportion to this. Since 2020, the staff has grown 3 times. It was then that difficulties appeared in manual planning and it became clear that it was necessary to automate the process.

Each project has a supervisor, supervisor, and operator group. At some point, we were faced with the fact that up to 40 people or more can be involved in working on one project, and each has an individual work schedule. In manual mode, the work schedule for the week was compiled up to 3 days. As a result, we concluded that we would like to increase the planning horizon for work schedules and automate the stage of calculating the need for additional personnel for each project. We understood that this work could not be done quickly by hand. Therefore, we began to look for a tool that will help meet our request and automate the existing business process as much as possible without changing it. told Darya Kustova, Project Manager of the Roscongress Foundation Information Center

For the contact center of the Roscongress Foundation, support for the involvement of operators and care for them is extremely important. The projects employ specialists who are responsible for communication in different foreign languages. In order not to lose such unique specialists, each employee is given the right to change his schedule, that is, choose the time for the start and end of the shift, several times a month.

The contact center operates in all time zones - from Vladivostok to Kaliningrad. Offices are located in four cities - Moscow, St. Petersburg, Sochi, Vladivostok. Employees can either come to the office or work remotely. This regional distribution allows the contact center to work in 24/7 mode, as well as find specialists with excellent knowledge of foreign languages.

At the same time, the manual works according to the time zone of Moscow. Previously, this complicated communication, because communication between the operator and the manager was carried out in personal messages and many chats. With the introduction of ARGUS WFM CC, a single unified channel appeared, which stores all requests and wishes. In the system, each operator can create a request for exchange or transfer of a shift through his personal account, and then the supervisor satisfies or rejects it. Similarly, through your personal account, you can note time off or sick leave. And the operator does not need to look for his schedule and schedule in the mail, in chats or general documents on the computer. All information is displayed there - in your personal account. If any changes appear, they are immediately displayed in your personal account, there is no need to clarify and recheck the data.

Implementing the system always causes some stress for employees because it implies changes in their workflow. With ARGUS WFM CC, changes can be made positive, because with the right training, employees show not resistance, but interest. According to Daria Kustova, project manager of the Roscongress Foundation Information Center, a positive attitude and a story about all the possibilities of the system made it possible to make the adaptation process softer and more useful. She noted that in ARGUS WFM CC, in addition to planning, forecasting, reporting, there are those that allow you to create a positive attitude and motivate employees to take a responsible attitude to work. For example, the badges "novice," "experienced," "champion" caused a special response. They are displayed in the personal account depending on the qualifications of the employee, his experience, achievements. And operators are aiming for the title of champion, improving the skills and results of their work. This is also due to the possibility of receiving preferences for the operator to fulfill his wishes for work.

To enable contact center employees to improve their skills, corporate training is conducted. During the year, each is waiting for training courses, which were developed by specialists of the Roscongress Foundation on its own platform Klyuch.Pro. ARGUS WFM CC helps in ensuring that the training is in joy and does not flow out of hours. The system highlights the time intervals in which the load on the contact center is reduced, which allows you to schedule training for one, several or even an entire group of employees for this slot, while maintaining the necessary SLA indicators.

When we looked for a solution, we took into account several factors: what the platform knows how much it costs to implement and support, how easy it is to integrate with our digital heritage, whether there is a test period for personal acquaintance with the platform and with the vendor team. As a result, ARGUS WFM CC flexibly integrated into our established business processes and supplemented them exactly as we planned. The service implementation and support team proved to be professionals: within a month they launched the platform, helped set it up for our tasks and accompanied the transition of employees of our call center to work with this service. shared Maxim Akhmedov, Head of Technological Development