Back Office Quality Management

Submitted by admin on Mon, 08/09/2010 - 09:10
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Higher Quality, Higher Customer Satisfaction

Back office performance impacts customer satisfaction and overall business success just as much as the more visible front office. When back office employees don’t do their jobs properly, customer satisfaction drops and front office call volumes rise as a result. Back office quality matters.
 
Part of the NICE Back Office Suite, NICE Back Office Quality Management embeds quality into the performance of processing environments. It elevates customer satisfaction and operational efficiency, and reduces costs in a way manual quality monitoring (employed by many back office operations) can’t match.
NICE Back Office Quality Management software opens a window on employee screen activity. It streamlines the quality monitoring and employee evaluation process with configurable, wizard-driven evaluation forms. Integrated calibration tools enable supervisors and quality specialists to create standards for assessment and ensure that evaluations are accurate, objective and consistent.
 
A fully integrated coaching module allows managers and trainers to automatically deliver coaching packages containing screen captures and links to related data and documentation. Coaching sessions with employees can even be automatically scheduled through integration with NICE Back Office Workforce Management.
 
By automating the quality monitoring process in the back office, NICE Back Office Quality Management injects a higher degree of consistency and objectivity that boosts employee morale and ultimately drives greater customer satisfaction, operational efficiency and cost savings.
NICE Back Office Quality Management software enables back office organizations to:
 
  • Increase customer satisfaction
  • Improve operational efficiency and cut costs
  • Quickly identify employee knowledge gaps and process inefficiencies
  • Drive desirable employee behavior at the individual, group and enterprise levels
  • Provide more timely, meaningful and objective employee feedback and coaching
  • Inspire employee confidence in the back office quality management process
  • Reduce administration associated with coaching and employee evaluation
  • Gain consistency in the back office processing done by departments, sites and outsourced groups
NICE Back Office Quality Management software supports quality monitoring programs in back office processing environments via these best-in-class features and capabilities:
 
  • Record and playback of employee desktop activities
  • Location-free replay and evaluation for use in either centralized or decentralized operations
  • Multi-tenancy support for businesses requiring data segregation (e.g., outsourced call centers)
  • Configurable wizard-driven quality evaluation forms and reporting
  • Integrated calibration tools for consistent staff scoring
  • Integrated employee coaching delivery for prompt feedback and guidance
  • Central portal for employee evaluations and coaching packages