OREANDA-NEWS. On 28 May 2009 COMSTAR – United TeleSystems (JSC COMSTAR-UTS, LSE: CMST), the leading supplier of integrated telecommunication solutions in Russia and the CIS, announced integration of the professional system of contact center resources management (Work Force Management, WFM). BELTEL, the company that has integrated professional WFM system called Teleopti CCC, has become a system project integrator.

COMSTAR-UTS contact center is one of the first outsourcing call centers in Russia. Today, the company provides a full range of contact center services to corporate customers and serves various companies as an outsourcer on a continuous basis. The decision to launch the WFM system has been taken to enhance performance of the contact center, provide high-quality customer service, optimize personnel work and reduce time required to make up and promptly adjust operators’ work schedule.

Teleopti CCC system developed by Teleopti, a Swedish company, one of the world’s leaders in WFM, has been selected to settle this task. Teleopti CCC is closely integrated with the contact center platform to obtain objective and current information on such parameters as a number of queues and calls in each queue, average duration of call processing, and a number of available system operators. Based on archival data, a forecast for future periods is made, and a required number of operators for each 15-minute interval of a working day are calculated. When making up the operators’ work schedule, the following parameters are taken into consideration: operation time of each server served by the outsourcing contact center, level of service, available shifts for operators and even their wishes as far as operative changes in the working environment are concerned. The system takes into account various types of absence from the working place. It allows optimizing operators’ working time due to flexible hours (start and end of a working day), options of lunch break start and end.

Teleopti CCC may also generate various reports, for example, those that enable analysis of operator’s compliance with a made-up schedule both in an operative mode and based on historical data.

Within the scope of the project, BELTEL has designed a solution to implement Teleopti CCC, installed and configured a new system. It has also held a number of workshops to provide training in operation of various system modules.

COMSTAR-UTS has many years’ experience of co-operation with BELTEL, system integrator, in development and upgrading of the contact center, while Teleopti CCC system perfectly meets all demands that we have with regard to such solutions, – says Yury Mazniker, Director of COMSTAR-UTS Intellectual Network Department. – When arranging working teams, the outsourcing contact center shall take into account such customers’ demands as availability on the working place of a certain number of operators at a fixed moment of time. This being the case, the amount of operators does not always depend on a scope of potential calls. Teleopti CCC allows us to consider these demands, too. Besides, Teleopti CCC enables planning of training and arranging of operators’ working schedule without decrease in quality of contact center customer service.

“Installation of Teleopti CCC at COMSTAR-UTS has demonstrated that the solution is in great demand on the Russian market. We believe that, subject to the current economic situation, each company has to face an issue of customer service quality, which is confirmed by an increased number of our customers that buy contact centers. For the contact center that numbers over 50 operators or provides many services and has many shifts of operators' work, integration of a system similar to WMF is a natural step towards optimization of business processes and a certain guarantee of service quality”, – says Dmitry Grafsky, senior BELTEL specialist in sales of solutions for arrangement of contact centers.

“Thanks to balanced actions taken by the BELTEL team and high proficiency level of COMSTAR-UTS employees, personnel of the contact center has been quick enough to master broad functional capabilities of the Teleopti CCC solution, which has allowed to promptly optimize the process of management of operators’ activity in the contact center”, – adds Valery Tarasov, representative of Teleopti in Russia and CIS.