TATRA BANKA’S CONTACT CENTER HAS AN OPTIMAL NUMBER OF AGENTS FOR EACH PART OF THE DAY
The need for optimizing the number of agents further increased when Tatra banka decided to change its contact center a few years ago and through DIALOG Live intensify product sales. As sales calls take much more time than the service calls, there was a threat that the waiting time of clients contacting the center would be prolonged.
Case study was published 09.12.2019
Requirement
- 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
More accurate distribution of agents’ shifts so that the contact center has an optimal number of workers at each moment.
Effectively ensure the availability and quality of services provided by the call center
Reducing the time managers spend planning shifts and adjusting them to the needs of actual operations
More accurate distribution of each employee’s total working time in each month