Enhanced visibility to performance across the back office, with Actionable Intelligence^® for reducing costs, increasing productivity, and building competitive advantage

Back-Office Management Challenges Today

Increase back-office efficiency, manage costs, and build customer loyalty

At A Glance
Back-office operations offer vast, untapped opportunities for increasing enterprise efficiency, lowering costs, and building customer loyalty. Today, information silos cloud visibility across back-office operations and reduce the information needed for sound business decisions. Back-office managers need comprehensive, real-time data across all back-office systems, as well as from manual processes and non-production work. Consistent standards for various back-office functions and levels makes it possible to assess and compare performance across departments. Actionable performance reports let managers know if the workforce is meeting its goals and position them to act quickly to meet service level agreements.

At A Glance

Back-office operations offer vast, untapped opportunities for increasing enterprise efficiency, lowering costs, and building customer loyalty.
Today, information silos cloud visibility across back-office operations and reduce the information needed for sound business decisions.
Back-office managers need comprehensive, real-time data across all back-office systems, as well as from manual processes and non-production work.
Consistent standards for various back-office functions and levels makes it possible to assess and compare performance across departments.
Actionable performance reports let managers know if the workforce is meeting its goals and position them to act quickly to meet service level agreements.

Are Your Back-Office Operations Strategic?

Are your back-office operations strategic — That's not the way that many companies would describe these often repetitive, transaction-intensive activities. Yet, back-office operations such as customer administration and claims, loan, and payment processing, have a significant impact on the loyalty of your customers and the profitability of your business. It's important not to underestimate the impact of back-office operations on business growth and competitive advantage.

Efficiency, Customer Loyalty, and Competitive Advantage

Back-office operations offer vast opportunities for improving enterprise efficiency — for delivering your products and services faster, more cost effectively, and in a way that best meets customer needs. Back-office processing issues (such as data entry errors, billing mistakes, or workflow delays) are often the underlying cause of customer dissatisfaction and the reason for customer inquiries to contact centers, service departments, branch offices and stores. These inquiries are expensive for your company to field, and they compound the cost of delivering goods and collecting payment inefficiently.

The Limits of Back-Office Management Today

Over the past decades, back-office activities have been analyzed and re-engineered to provide important insights into activity, productivity, and throughput. While these insights help back-office managers make good decisions with regard to efficiency and time management, information silos block visibility across back-office operations and into the rest of the enterprise.

In fact, back-office managers today still face significant challenges as they work to drive cost efficiencies and transform the back office from an enterprise cost center to an enterprise asset:

Real-time back-office data and activity volumes. Manual processes, legacy systems, and non-production activity, such as meetings, training, and coaching, make it difficult to capture all real-time data and activity volumes. Yet, managers need to be able to collect all back-office work volumes and activities in a single database in order to make truly effective decisions. (Read how Verint Impact 360 Volume & Data Capture and Desktop Activity Management provide visibility to real-time back-office data and activity volumes.)

A standard performance assessment framework. Inconsistent standards and metrics for the various functions and levels within a back-office organization makes it all but impossible to gauge efficiency. Managers need a standard framework for accurately representing and comparing each back-office department's performance data. (Read how Verint Impact 360 Performance Management Scorecards provide back-office managers with a drill-down view of employee performance with regard to target metrics — key performance indicators that are defined according to your organization's specific objectives.)

Meaningful, actionable reports. Organizations need to be able to report data and findings in a way that is meaningful and actionable, so that managers know what they have to do to improve performance. (Read how Verint Impact 360 Volume and Data Capture lets managers monitor intra-day volumes to determine whether processing deadlines are being met, so that they can take appropriate action to ensure that service levels are met.)

Back-office operations that can address these challenges can realize significant improvements:

Lower labor costs
More consistent, high-quality work
Greater, most cost-effective compliance with service level agreements
Increased customer satisfaction (plus enhanced customer value)
Improved employee training and skills and greater retention of top employees

Read how workforce optimization — the back-office management approach of the future — can help organizations achieve these goals.

Resources

Verint Impact 360 for Back-Office Operations Brochure