Back-office operating areas that process orders, applications, claims, packages, white mail, payments, etc., have historically been left to develop their own staff planning strategy. Companies have invested in technology to automate their back-office workflow and processes, but little to no effort has been made to enhance the performance of the remaining staff.
Contact centers used to confront similar challenges, before tools and applications were introduced that transformed their cost structure, service quality and the contributions they make to the customer experience. Workforce management solutions, which are used to optimize staffing cost while ensuring that the right resources with the right skill sets are available to meet projected volumes, are the number-one contact center productivity tool. Workforce management solutions are making their way into back-office operating areas, where they are having a similar impact – when properly implemented, they are typically delivering staff-related savings of 10% to 40%.
This white paper discusses the role that workforce management solutions can play in further reducing the cost of back office functions, decreasing error rates and improving quality. It reviews the benefits from back office workforce management, gives best practices for getting started and a decision framework for helping leaders decide if it’s right for them.