Contact Center WFM System for “Petrovich” Hardware Chain

“Petrovich” is one of Russia’s fastest growing hardware store chains. As a result of this growth, the number of inquiries received by the company’s call center is soaring. This makes the company to increase significantly the headcount if its call center agents, which in turn necessitates introducing a workforce management (WFM) system.

With Teleopti CCC, “Petrovich” has automated the management of the company’s workforce and opened new opportunities to improve its employees’ performance, as well as its customers’ experience. This solution helps the company to forecast future workload and needs, generate work schedules, and produce accurate and informative reports to improve the overall level of service and satisfaction of both personnel and management.

In 2016, in order to further improve the Customer’s workforce management, BELTEL and Teleopti migrated the WFM system to a virtual server.

“This product fully meets our requirements. Every year, we expand it by adding a new module. The supplier continuously offers new capabilities and we gladly introduce those of them that meet our needs,” says Sergei Vozov, “Petrovich” process manager.

“Because the number of agents is growing, as well as the traffic, increasingly important is becoming the question, how to inform an agent about his or her work schedule, especially when they are on a vacation or sick leave. Moreover, quite often agents need to swap shifts on weekends. Today, they have to come to work or call their coworkers to find out about their schedules. By migrating the system to a virtual server, we will make MyTime accessible from home, which, in our opinion, will significantly increase our agents’ satisfaction,” continues Sergei Vozov.