Back-Office Operations: Balance Costs and Service

Back-office employees work on multiple work types, across different systems, teams and locations – including remote. So how do you know who’s doing what, when, and if it’s the right activity for that time?

You need a new way of working. Verint Operations Visualizer can capture how employees are spending their time. Real-time employee activity data uncovers opportunities to refocus employees on production or customer-service related activities. Giving employees visibility into this data typically results in a 10% improvement in productivity (% of paid hours spent handling customer enquiries), as employees self-correct how they spend their time.

Real-time employee activity data is replacing traditional management by walking around.

Increasing time in production creates value. But how effective are your employees while they are in production?

Effectiveness is the amount of work that one expects to be able to do in the time available. It can be quite difficult to measure effectiveness as you need to know not only how much time was worked, but also the amount of work that should have been done based on work type, standard handle times, and scheduled time in production.

Verint Operations Productivity can not only analyze and measure the effectiveness of employees, but can compare employee performance against goals.  This gives the employee and manager transparency into activity vs. goals.  It empowers the employee to self correct and own their performance.

Verint Operations Productivity captures actual handle times for all work types so you can create accurate demand forecasts and capacity plans. These resource plans help you increase capacity and maximize utilization across teams.

Check out this article to find out how accurate capacity plans can increase productivity and capacity in the back office, enabling them to process more with less.

National Health Services was able to identify 29% capacity opportunity with Verint Operations Productivity, allowing them to speed turnaround times and reduce backlogs.

Meet end-to-end service level agreements (SLAs) by rebalancing and reprioritizing workloads intraday. Real-time data on employee activity, work volumes and status arm back-office managers with the insights needed to address peaks and valleys, identify process bottlenecks and respond to unforeseen events.

Unfortunately, organizations face multiple challenges when trying to dynamically prioritize and allocate work to meet SLAs, including the:

• Difficulty in tracking service requests and work items end-to-end, from the point of origin through execution.
• Variability of SLAs, with work items needing to be turnaround in just hours, or days or even weeks.
• Complexity of work items which can cross three to five functional areas, e.g., contact center, order fulfillment, shipping, billing, etc.
• Need to have multiple people with different skills or knowledge handle the same work item.
• Times when work gets “lost” in handoffs, or left in someone’s work queue while on vacation, or placed into a forgotten “pending” state.

With Verint Operations Manager, back-office managers have insight into work across teams and functions and can keep work flowing, ensuring the highest priority work gets done on time at the right cost.

For example, a leading insurance company achieved a significant increase in operational productivity with our solution. They improved their back-office processing times by 23%, and enabled their back-office staff to make trusted, informed decisions faster.

Reduce the amount of rework, missed service goals, and the added cost of customer complaints with automated work allocation, reprioritization and quality workflows.

Verint Operations Manager can help ensure compliance to SLAs, processing standards, quality and regulatory standards with simplified quality sampling and spot-checking of in- process work.