January 28, 2013

Beeline reduces administration costs with Teleopti WFM integration

VimpelCom Ltd (under brand “Beeline”), one of the largest Russian mobile and fixed line telecommunications operators, has completed an integration of their Workforce Management (WFM) and Payroll systems in 12 contact centers (CC) located across the entire country. By combining the Workforce Management solution, developed by Teleopti, and the Payroll system Beeline call centers now have a fully automated process for the accurate calculation and distribution of agent salaries.

The integration creates a highly valuable automated connection between the two systems by combining contact center employee information available in the payroll system such as starting date, leaving date, salary rates, etc. with information in the workforce management system such as employee planned and actual working time.

“Through the integration with Teleopti WFM, we not only achieved our goals for resource planning, but we also reduced costs thanks to the proper transfer of data concerning night breaks, as the payment level for the night shifts is 40% higher than for daily ones. When using a paper time-sheet it was difficult and time consuming to ensure all the peculiarities of night working hours were taken into consideration, and the information about overtime hours on weekdays was often distorted,” said Sergey Makaev, expert of DCC resource planning dpt in JSC Vimpelcom.

In addition to the benefits obtained from integrating the workforce management solution, Teleopti WFM, with their payroll system, Beeline is expanding it’s utilization of Teleopti WFM by starting work on the implementation of variable shift lengths which will allow Beeline specialists to optimize labor resources by redistributing them from overstaffed periods to understaffed ones. As a result, Beeline expects their contact centers to be able to handle more contacts or to handle existing contact volumes more efficiently.

Moreover, the implementation of Teleopti WFM has had a positive impact on CC agents’ satisfaction, because the solution makes it possible to take into account employee day off wishes. Sixty-two percent of agents’ day off wishes are fulfilled in Beeline contact centers.

“Teleopti WFM has lots of features for automating and optimizing the process of managing the workforce. Integration of regional sites into a single customer support center and the transition to a centralized scheduling process with Teleopti WFM, has resulted in a 10% increase in agent utilization across all Beeline contact centers,” said Valery Tarasov, Business Manager, Teleopti Russia & CIS.

About VimpelCom

OJSC VimpelCom is part of the VimpelCom Ltd. Group, one of the world’s largest integrated telecommunications services operators offering a wide range of wireless, fixed, and broadband voice and data services in Russia, Ukraine, Kazakhstan, Uzbekistan, Tajikistan, Armenia, Georgia, Kyrgyzstan, Cambodia, Laos, Algeria, Bangladesh, Pakistan, Burundi, Zimbabwe, Central African Republic, Italy and Canada.  VimpelCom’s operations around the globe cover territory with a total population of approximately 780 million people.  VimpelCom provides services under the "Beeline", "Kyivstar", "djuice", “Wind”, "Infostrada" “Mobilink”, “Leo”, “banglalink”, “Telecel”, and “Djezzy” brands. As of September 30, 2012 VimpelCom had 212 million mobile subscribers on a combined basis. VimpelCom is traded on the New York Stock Exchange (NYSE) under the symbol (VIP). For more information please visit: http://www.vimpelcom.com.