Call Center and CRM Best Practices

Back-office operating areas that process orders, applications, claims, white mail, payments, etc., have historically been left to develop their own staff planning approach. Senior management perception was that little could be done to improve the performance of these people-intensive, but non-strategic operating areas. So, these departments have received limited attention and investment dollars, or have been outsourced.

Call centers used to confront similar challenges before new tools and applications were introduced that transformed their cost structure, service quality and the contributions they made to customers. Workforce management solutions, which are used to optimize staffing cost while ensuring that the right resources are available to meet projected volumes, are the number-one contact center productivity tool. They are slowly making their way into back-office activities where they are having a similar impact – when fully implemented, they are typically generating savings of more than 20%.

Back office Workforce Management  can:

-Increased efficiency of your operations,
-Reduced payroll because overstaffing, unnecessary overtime and non-productive downtime are avoid
-Improved productivity and motivation of your
-Make faster and better decisions because you have access to all relevant KPIs
-Reduced management costs because processes are streamlined, paper-based activities are largely eliminated
-Lower costs for IT by using existing infrastructure 

To learn more about this topic, join the InVision webcast How Workforce Management Transforms the Back Office on July 27th.  A recording of this webcast will be available.