Blind spots to back-office performance - due to a lack of proven processes for managing multiple types of tasks consistently and efficiently - can cost an organisation more than productivity.
Contact centre interactions may leave customers delighted, but processing delays, billing errors and other inefficiencies can sabotage even the most positive experience.
To contain the financial risk of customer attrition, businesses need to reduce the considerable costs of suboptimal staffing.
Workforce management application helps to improve strategic planning by allowing managers to schedule and maintain both the right number and types of employees required to effectively run a back office.
By testing different scenarios with “what if” modelling, users can quickly identify the optimal back-office staff and resource configuration to meet an exact set of business needs.
These tools enable users to model different response times for different types of work, resulting in insights into how employees are managing inquiries - how much time they're investing and where the inefficiencies lie.
This information can then be applied to scheduling the most productive combination of staff, skill sets and time periods. As a result, balancing staff with transaction demands becomes easier, whether confronting expected staffing changes or unforeseen challenges.
Effective workforce management can increase employee - as well as customer - satisfaction. A workforce optimisation solution that gives employees the option to bid on preferred shifts and request schedule changes, within selected parameters, is one perk that can elevate morale and retention.
And rewarding high performance with the most desirable schedules helps motivate employees to continue to excel. The business also benefits from the lower administrative costs and increased efficiency of automated schedule changes and notices delivered through e-mail and onscreen notifications.
The ultimate reward of optimal back-office scheduling and staffing is improved customer satisfaction and reduced customer call-backs, with businesses being properly equipped to cultivate loyalty through long-term satisfaction without adding resources or budget.
Share
Aspect Software
Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact centre. Applying 35 years of insight and experience, Aspect helps more than two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit www.aspect.com.
Editorial contacts