Do you know the real costs of low productivity within your organization? Back office processes include loan processing, credit card applications, insurance claims processing, and many other functions that happen “behind the scenes” but nevertheless have a real impact on customer satisfaction.
Many managers are unaware that low back office productivity can lead to the following issues:
- Poor customer service. Back office processes directly impact customer service, driving dissatisfied customers to the call center to resolve the issue that, many times, should have been resolved in the back office. Some of these processes include billing, customer communication, claims handling, and so on. When these processes are not efficient, your organization is at risk for missing critical service level agreements with your customers.
- Lack of resource allocation effectiveness. Lack of schedule effectiveness and conformance leads to overstaffing and understaffing, which in addition to impacting the customer experience, increases your staffing costs.
- Poor operational performance. In addition to the ripple effect of increased calls into the contact center, companies with poorly defined back office processes face fines due to lack of regulatory compliance.
Managers often lack visibility into back office operations and may feel at a loss as to how to address common productivity killers, which include:
- Excessive unproductive time. Without the right tools, it’s hard to quantify the amount of non-productive time in your environment, such as idle time and lock time.
- The Internet. Your employees may be following sporting events, shopping on-line, following social media or even watching Netflix during their work day.
- Failure to standardize and automate. This can cause your employees to waste time searching for the information they need to make decisions, re-writing standard email, copying and pasting information between applications, and myriad other manual processes that should be automated.
- Failure to manage work inventory. Companies that rely on manual inventory tracking run the risk of over and understaffing, as well as setting inappropriate service level objectives. In addition, when you don’t know what types of work you’ll be processing, you can’t match tasks with skills.
Many companies find that just by monitoring desktop activity in the back office and introducing greater accountability and performance management practices into the mix, they can quickly improve the performance of their back office operations. For example, NICE customer Fidelity Information Services implemented NICE Back Office automation tools and reduced their claim processing time by 81%.
With the right tools, you can gain visibility into your back office processes and begin the journey to eliminating the most common productivity killers in your operation.
To learn more about improving back office processes, join us at Interactions 2014, the industry’s leading customer conference.