Created in July 2008 through the merger of Cetelem, a pioneer in consumer credit for over fifty years, and UCB, a European leader in mortgage lending, BNP Paribas Personal Finance benefits from the combined expertise of these two companies.
Under the Cetelem brand, it makes its know-how available and offers a wide range of products: personal loans, car loans, mortgages, revolving credit, credit repurchases; as well as complementary services such as car insurance, best price guarantee, legal assistance…
Accompanying customers at every stage of their projects, informing them and advising them has become the primary mission of the 800 telephone advisers who work in the 9 Customer Relations Centers. The transition from a branch-based organization to a Customer Relations Center has led to the need for advanced, specific analytical tools, and in particular, a human resources management solution, in order to optimize the management of all teams.
The multi-site, multi-skilled environment, combined with fixed working hours, formed the basis of the project.
"The first step was to set up the first WorkForce Management (WFM) brick to manage and plan human resources and provide flow forecasts. We chose the Verint solution, combined with Activeo's expertise. The dual skills of technology and business are more than necessary to understand such a project and bring added value to the tool".
During the project, the following actions are carried out: feasibility study with business teams, functional workshops to understand legal and HR constraints. The project was carried out in close collaboration with the various Cetelem contacts. Over a period of almost six months, Activeo customizes and makes the necessary improvements to the solution’s configuration. Functional workshops were organized in each center to explain the solution, ensure buy-in and meet the requirements of each person: Advisors, Supervisors, Training Managers, Flow Managers, Center Managers.
"Today, we're migrating to the WFM V10 version, which will enable us to stimulate our teams and enhance the value of the tool, thanks to its enhanced functionality. Our reports will become more personalized, and the multi-contact version will automatically handle all flows: incoming/outgoing, emails and even EDM. Quality of Service targets are clearly displayed - 80% before 45 seconds - and customer feedback is at the heart of our concerns. In other words, WFM has become an essential decision-making tool!
