Russian Lagest Outsourced Call Center

19/06/14 Best call center in Russia«Telecontact» – shares its secrets


Gold medalist of the Global Association for Contact Center Best Practices & Networking “ContactCenterWorld” in the category of Best Contact Center Support Professional - Workforce Planning, Andrey Denisevich with colleagues from indoor WFM department held a seminar for Telecontact clients on the finer points of the setup of Verint WFM system.

The seminar was devoted to the finer points of the technologies used in Telecontact and optimal feature sets are recommended for use in the management of multiple sites (several locations).

To optimize the contact center operation and personnel management Telecontact implemented a staff management tool “VERINT Workforce Management” in 2008. It was the first implementation of the systems of such class in the Russian market of outsourcing contact centers. System has improved the quality of service and reduced personnel costs through optimal shifts scheduling and increasing the transparency of the main departments. Company employees got an instrument for smart planning, analysis and monitoring of schedules, increasing productivity and discipline in the contact center, and the company management expanded the possibilities of operational management of the contact center due to additional tools to collect statistics. Long-term usage experience of this system allows to hold regular seminars for customers who are interested in the contact center optimization.

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