Outsourcer Improves Back-Office Employee Engagement and Morale
October 12, 2022
A leading business process outsourcer for health and human services providers wanted to create a level playing field of how they measure, manage, and improve employee performance across their organization.
They enjoyed robust performance reporting in their contact center, but lacked the real-time data needed for similar reporting in their back-office processing groups. They hoped to improve employee engagement and morale by:
- Providing employees with data-driven, real-time performance feedback
- Empowering managers with clear dashboards on performance against goals
- Leveraging a single source of operational truth to improve one-on-one performance discussions.
“Without an objective, consistent way of measuring performance, there can be destructive behaviors and low morale.”
The outsourcer deployed Verint Operations Manager™ which captures employee activity and application usage directly from the desktop and transforms this data into performance metrics displayed in role-based performance scorecards.
Both managers and employees now have visibility into how time is spent and how they are performing against goals.
Employee Confidence and Trust
Knowing that all employees are being measured on the same data and metrics reassures employees that they are being treated fairly and equitably against their peers. This trusted source of performance data also enables employees to self-correct behaviors to help them meet their performance goals.
At Verint, our customers often see a 10 percent lift in productivity by just giving employees visibility into their performance dashboard.
The outsourcer’s employee relations team also appreciates the Verint solution—they found the annual review process ran smoother after use of the tools and that establishing clear goals for the following year was easier.
Check out the Executive Perspective: Improve Employee Productivity and Capture Hidden Capacity to learn more.
Manager Empowerment
Operations Manager gives frontline managers real-time data on how employees are spending their time, and if they are reaching their time-in-compliance, effectiveness, and production goals.
The data and dashboards make it easier for managers to have constructive conversations with team members. Managers can review current performance against goals, identify where there are opportunities for improvement, and jointly craft a plan to help the employee reach their performance goals.
This was a big change for their back-office managers—many needed coaching on how to use the new-found data in such discussions. The Verint implementation team supported the managers and shared best practices with them, such as daily huddles where they can address any team performance shortfalls, discuss daily volumes, recognize high performers, and be cheerleaders to encourage teams to perform their best.
“With the Verint solution, we can have constructive conversations with staff. The data shows where they are, how they are performing across teams, and what the team standard for performance is.”
An unexpected benefit of the Verint Operations Manager was the ability to uncover training needs.
Once time standards were established, managers could identify team members with excessive processing times. When exploring further, the managers discovered the root cause was typically a training issue. Addressing the training need and providing targeted coaching improved employee engagement and job satisfaction.
With the Verint Operations Manager solution, the Outsourcer was able to:
- Improve employee performance and morale
- Identify and address training issues
- Increase capacity by 24 percent.
To learn more about these solutions and how Verint can help improve employee and customer engagement, visit www.verint.com/backoffice.