Tatra banka’s contact center has an optimal number of agents for each part of the day
Communication solutions
Finance and Insurance
Complicated and time-consuming planning of the operators‘ shifts, ensure a sufficient number of people for each part of the day or a guarantee of the long-term quality of the Tatra banka DIALOG Live contact center. These problems were solved by Soitron’s implementation of the Verint® Workforce Management ™ software system from Verint Systems in Tatra banka.
Case study was published 23.02.2015
REQUIREMENTS
- to automatize and simplify the shift planning for DIALOG Live contact center
agents - to provide the contact center optimal human capacity for each part of the day
and thus improve overall cost-effectiveness - to ensure long-term quality customer service provided by the contact center
SOLUTION
- implementation of Verint® Workforce Management™ from Verint Systems, partner of Soitron
- linking to the contact center system from which the software obtains details about telephone calls, emails, and chats
- several months of set up, testing and fine-tuning technical and functional settings
according to Tatra banka’s specific requirements
OUTCOMES AND BENEFITS
More accurate distribution of agents’ shifts so that the contact center has an optimal number of workers at each moment.
Reducing the time managers spend planning shifts and adjusting them to the needs of actual operations.
Effectively ensure the availability and quality of services provided by the call center.
More accurate distribution of each employee’s total working time in each month.
It matters to us to always be available for our current and potential clients and to provide quality service or products that they are interested in.
