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Find out how optimizing your back office can help improve your firms consistency and metrics around compliance, customer experience, and operational efficiencies
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The High Performing Back Office
February 28, 2012
High Performance Back Office
High Performance
Back Office
One that is focused on the goals
of reducing operational
expenses, improving
compliance adherence all with
the common goal is maximizing
customer service and
satisfaction.
High Performance back office is
comprised of skilled workers
that are always aligned to the
ideal task at the ideal time with
their eye on the goal of reducing
handling time and improving
quality of their work
SMS
SMS
SMS
Touch points
Natural
Disasters Infrastructure
Metrics
CHAOS
What is Back Office work?
Contact Center
Non-Phone Work Back Office
Processing
SWPP Survey 2011
Non-phone customer service is
growing
Are you adequately able to
measure and track these types of
channels?
More than half of respondents
state that the same employee
handles voice and non-voice
work
Do you have a good solution for
blended agents?
6
Back Office Market Needs
Back office supervisors are EAGER for better management tools
“We have squeezed all the
costs out of our contact centers
that we can – now we need to
do that in our back office
operations.”
“Implementing WFM in the front
office saved almost 30%. We
need to extend that savings, or
at least part of it, to the back
office. It’s a no brainer.”
DEMANDING solutions that Provide historical and real-time work visibility
Improve productivity and performance
Increase compliance
Boost quality
What is a High Performing Back Office?
When compared to the average of their peers, they have:
Higher efficiency and productivity
Consistently meet or exceed their service goals
Intelligently share work with the contact center
Lower back office costs
Higher customer satisfaction and loyalty
Higher employee satisfaction and lower attrition
Lower contact center costs and volumes
Less rework and costly errors
Higher quality
Lower regulatory fines
8
It’s Time for the Back Office to Reach New Heights
Gain
visibility into
task
processing
Guide /
automate
processing
& drive
compliance
Increase
performance
Increase
operational
efficiency
Improve
quality &
customer
satisfaction
NICE Back Office Suite Quality
Management
Real-Time
Process
Optimization
Workforce
Management
Real-Time
Activity
Monitoring
Performance
Management
NICE Back Office Suite
GAINING ACTIONABLE INSIGHT INTO YOUR BACK
OFFICE
Real-Time Activity Monitoring - Opportunity Starts Here
11
Gain visibility into agent desktops
Application metering
Process adherence
Process duration
Process paths
Example of AHT Difficulties
Back Office Challenges – Accurate AHT
What the system recorded: AHT = 2 hours
Employee started the work task Employee ended the work task
11:00 13:00
What really happened: AHT = 75 minutes
Employee started the work task Employee ended the work task
11:00 13:00
Knowledge Facebook Lunch Database Email
11:15 11:30 11:45 12:15 12:30 12:45
Multiple systems with no single source of data
Employees can work on multiple items concurrently
No data for manual or paper-based processes Imaging
CRM
Fax
Loans
Billing
Sales
Accurately Track Processes and Sub Tasks
13
Accurate
Average
Processing
Times
Visibility into
Individual
Employees to
find Best
Practices and
Compliance
Issues
Use Best
Practices
training to
increase work
items per day
goals
4% Improvement
Total Application Usage Report: Actionable Insight
14
Facebook Facebook
eBay
Netflix Netflix
eBay
Find “Hidden”
Capacity
Find inefficient
Processes
Find and Eliminate Excessive Non-Work Time
10 minute
Improvement
Employee Work Journal
Capture manual, paper-based work by task type
Provides visibility into manual work progress
Enables performance management for manual work
WFM calculates work per interval and AHT
Allows forecasting, scheduling and change management
Idle Time
Find and Eliminate Excessive Idle Time
5 minute
Improvement
Home Loans 21 854 4.98 1.08
REAL-TIME AUTOMATION AND GUIDANCE
What is Real-Time Impact?
Real-Time Guidance
Compliance
Best Practices
Process Adherence
Real-Time Process
Automation
Operational Efficiency
Reduce Handling Time
Real-Time Automation
Keystrokes
Employee Retention
Error Reduction
18 Impacting Every Process
Real-Time Impact
Process Compliance Enforcement
Define Desktop Workflows
Ensure process compliance within and across applications
Process Automation Example – Data Propagation
Original handle time = 30 seconds
New handle time with automation feature = 2 seconds
• 93% increase in efficiency
• Very happy employees
• No errors
Automatically
copy and
paste 6 fields
Contacts
Real-Time Guidance
Employees cannot know
everything
Guides employees through
complex back office processes
Presents relevant information in
a call out window
Provides information relevant to
each step in the process
Guidance based upon the
specific needs of the individual
Push knowledgebase
information instead of
employees hunting for it
21
4% Improvement
User Interface Consolidation
Save time by providing
required information from
multiple sources in one
call out
More cost effective than
using 3 monitors
22
5 minute
Improvement
QUALITY MANAGEMENT AND COMPLIANCE
Quality Management
Visibility into employee screen navigation to find and fix root causes of errors
Tailor evaluation forms to focus on quality objectives specific to the business
Deliver & schedule customized coaching packages for individuals & teams
Screen Recording
& Playback
Configurable
Employee
Evaluation Forms
Custom
Coaching
Packages
24
Error rate lowered
from 4% to 2%
WORKFORCE MANAGEMENT
E-mail, Outbound Calling,
Regular Mail, Faxes, and Web
Chat are the most noted other
channels used. Facebook and
Twitter are also noted in a small
number of centers.
Are you adequately able to measure
and track these types of channels?
SWPP Survey 2011: WFM Latest Trend
Expansion of WFM Concepts
to Non-Phone Channels
as the #1 new trend in Workforce
Management
53% manually forecast for other
channels, while 32% use an
automated WFM system.
49% use an automated WFM
system to schedule agents, while
43% schedule manually.
How are you measuring your off-
phone contact work?
SWPP 2011 Survey Cites:
The
Workforce
Management
Cycle
Tools to Automate Capacity Management Activities
27
Schedule People
& Events
Manage
Change
Analyze
Performance
1 % Staffing
improvement
PERFORMANCE MANAGEMENT
Disparate Data Sources
One Version of the Truth…
KPI Dashboard Analytics
Workflow Incentives
Coaching Forms Executive Dashboards
A Holistic Approach to Improving Performance
Personalized for Every Person
and Role
ETL Tool Built for Performance Management
Example Sources
Performance Suite
2 % Productivity
improvement
Inventory Aging by Associates or Work Type
Aging items are broken down into appropriate work groups depending on SLAs for work types
Work Disposition illustrates the workable vs. non-workable status of work items assigned to individuals
\ or teams
The High Performing Back Office
Employee performance is up 11%!
Compliance has improved by 26%!
Backlogs are under control.
Overtime costs are minimal.
Productivity is up by 21% from hidden capacity!
Process time is clear and accurate!
Planning and forecasting is an exact science now
Quality has improved by 17%!
Back Office team is handling calls too!
Payback time on the new NICE solutions was only 6 months!
BACK OFFICE SUITE IN ACTION
Solution: Service Processing Optimization
Open Claim
Start tracking actual handle
time
Screen recording
Alert data mismatch
Reduce errors
Reduce handling time
Automatically open and
populate provider claim
system
Auto work processes of
mindless manual work reduce
errors and handling time
along with improving staff job
satisfaction
Compliance Adherence
Reduce regulatory fines
Measure Employee
Performance
Allows compensation to
match quality of work.
Provides incentive for
employees to always
outperform
Staff effectively
Understanding workload
allows for effective scheduling
of the right staff for the right
Real-Time
Activity
Monitoring
Real-Time
Process
Optimization
Real-Time
Process
Optimization
Real-Time
Guidance
Performance
Management
Workforce
Management
Quality
Management
ENTERPRISE WORK SHARE AND
REAL-TIME REMOTE AUTOMATION
Solution: Enterprise Work Sharing
What Value How
Economies of scale
lowering operational
expenses
Many firms are moving to
centralized facilities for
specific type of work
process
Real-time process
automation and workforce
management
Optimized scheduling Provides the ability to
understand your employee
skill sets across the whole
enterprise and forecast and
staff accordingly
Workforce management
Contact Center Back Office Branch
Intelligently Share Work with the Contact Center
Back Office helps the
Contact Center
Back Office helps the
Contact Center
Back offices can provide some
support for easy to handle call
types to help with the peak hours
of the day
Contact centers can provide some
support for related back office
work during the lowest volume
hours of the day
Contact Center helps
the Back Office Contact Center Forecast
Solution: Real-Time Remote Automation
What Value How
Reduce handling time Automating parts of the
process expedites the
handling time by reducing
manual work
Real-time process
optimization
Improve customer retention Ensures high value
customers/prospects are
moved to the front of the
queue
Real-time process
optimization
HEALTHCARE
Healthcare industry is growing at a rapid pace. Being customer-centric, this industry needs to deliver high quality customer support which is equally dependant on the front and back office. The back office involves many multi-step, multi-day processes related to health insurance, patients'
records, administrative tasks, claims processing and others that need to be managed diligently to meet the expectations
of the new savvy customer
Gain Visibility
•Actual handle time
•Best practices
Optimize Processes
•Automated keystroke
•Automated work process
•Guidance
Regulation Adherence
•Cost Containment: MLR
•ICD-10
•Screen Recording and Archive
Quality Management
•Compliance
•Find and fix root causes of errors
•Lower rework
Performance Management
•Employee KPI tracking
•Management KPI tracking
Workforce Management
•Workforce scheduling
Healthcare Insurance
Healthcare
Open Enrollment
Account Management
CRM
Claims Processing
PBM
Regulations
FINANCE
Gain Visibility
•Actual handle time
•Best practices
Optimize Processes
•Automated keystroke
•Automated work process
•Guidance
Regulation Adherence
•Sarbanes Oxley
•Dodd Frank
•Screen Recording and Archive
Quality Management
•Compliance
•Find and fix root causes of errors
•Lower rework
Performance Management
•Employee KPI tracking
•Management KPI tracking
Workforce Management
•Workforce scheduling
•Forecasting
Financial Services
Financial Services
Demand Generation and CRM
Account Management
Regulations
Loans, Mortgage and Credit processing
Middle and Back Office
Trading
Billing and Collections
Large Global Bank
NICE SOLUTIONS
Largest bank in the
Eurozone
Over 170K employees
Business Goals
Support increased traffic
due to campaigns and
promotions
Expedition acquisitions
Lowered the 2-week
turn around mortgage
approval to 5 days
28% staff savings
Improved mortgage
close ratio on
campaigns
Improved Process Efficiencies
Automated tool that runs processes by itself
without advisor interaction
Streamline processes
Automate data entry across systems to reduce
handle time and data entry errors
Improved Customer Experience
Being able weed through qualified prospects quickly providing more attention to high value prospects
Acquired customers were integrated more quickly into parent company receiving the higher level of customer experience
Improved Employee Experience
Ability to eliminate mindless tasks and provide enhanced employee satisfaction by allowing them to focus on higher strategic initiatives
Eases the strain of IT integrating disparate systems.
NICE BackOffice Suite
NICE Real-Time Process
Optimization
Banking
Financial Services
INDUSTRY
CAN YOU AFFORD TO WAIT?
Making the Ultimate Customer Connection
Business processes often span
contact center and back office
Back office issues drive costly
interactions into contact center
Back office inefficiencies impact
enterprise profitability
Both contact centers and back
offices impact customer
experience
45
Contact Center Back Office Customer
Ultimately- customers are impacted
by the ENTIRE enterprise
Champions
Who in your company
is championing this #1
WFM trend?
It may be difficult to
navigate the
technology and culture
change issues…
but the benefits are
worth it
You can help lead
your team!
Your photo
here
What’s Next…
Many Options to Contact
Nice
Contact your NICE Account
Executive
Contact me
www.nice.com
Facebook, Twitter, LinkedIn
Receive
Personalized demo
Individual Business
Assessment
Find out how NICE Back
Office can drive new
efficiencies and revenue
opportunities for your firm
