Insights|Accelerate back office processes for optimization and performance

Accelerate back office processes for optimization and performance

The back office is the backbone of customer service operations. Its performance is critical to operational success.

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by Sitel staff November 21, 2022 - 3 MIN READ

Within customer service organizations, back office is frequently the poor relation in terms of process efficiencies. Too often we find that tools are focused on functionality and not on performance. Yet performance is key to unleashing a new level of effectiveness across your Customer Service Operation.

We all hear a lot of talk about optimizing back office functions, but less about the sort of concrete action that produces real engagement with operational issues. Such engagement is critical, as it creates a real point of brand differentiation. It enhances brands’ ability to serve customers, and delivers a greater level of cost control.

In fact, true back office optimization is back office acceleration, focused on four types of performance increase:

  • Accelerated task handovers
  • Accelerated treatment times
  • Accelerated information retrieval and distribution
  • Accelerated detection and closure of service gaps

Sitel Group® has the expertise in solutions design and implementation that helps achieve these gains with the minimum of adjustment to your CSO’s productive, established working practices. Our approach avoids slowing down or breaking up existing workflows; it avoids additional logistical problems; it avoids creating the sort of additional logistical problems, management costs, and client or service requests that use more back office time rather than less. The result? There’s more room to focus on revenue generation.

Designed, developed, and deployed from our unique position at the heart of the customer service ecosystem, our Unified Agent Desktop addresses core issues and provides practical solutions to back-office teams and across the entire operational spectrum.

Let’s take a closer look.

1. Accelerate task handovers

The more steps and software tools that are put between task creation and fulfillment, the more potential points of failure there are. Simple referral errors, for example, are compounded by task acquisition delays. When multiple actors in a workflow chain are responsible for manually assigning subtasks, task progression snarls up.

However, intelligent automation can speed up and simplify such handovers. Via API integrations, it can pick up instructions sent through a client’s existing systems, or parses them out from inbound customer emails. A unified desktop also allows for workflow management, distributing tasks according to each client’s rule sets and resource availabilities. This improves resolution time and in-house strategy: business teams can adopt and adjust strategies unencumbered by IT system limitations.

2. Accelerate treatment times

Measurement is an essential and too frequently overlooked route to improved processing time. We cannot target an improvement without knowing what we’re aiming at. Three core metrics put this in our sights: time to task completion, task volumes by status, and time to delivery.

With our unified platform, managers benefit from analyses of task timekeeping breakdowns by team, employee, and process. Those are the ingredients for a continuous improvement approach. Additionally, Unified Agent Desktop provides an accurate count of task volumes by processing status, as well as chronological task distribution perspectives. Mix in an overview of total processing time, and a precise, responsive just–in-time strategy is well within reach. Finally, this enables measurement from the customer’s perspective. Say hello to improved compliance rates, delivery times, and adherence to your brand’s customer promise.

3. Accelerate information retrieval and distribution

One of the more challenging back office issues crops up when workflow progression depends on the customer supplying some extra information. This blocks task progression and increases teams’ overall time spent. Conversely, when customers aren’t given easy access to information they need, they generate more tasks for back office teams to handle.

To deal with these two situations, Sitel Group has developed a range of tools for back office teams. One example: the creation of an ongoing conversational link with the customer. Regular progression updates and timely data requests then keep workflows moving. We’ve found that solutions such as this reduce contact volumes by up to 70%, and time taken to retrieve missing information is reduced by a factor of three.

4. Accelerate detection and closure of service gaps

The three previous accelerators promote speed and economic performance. Unlocking a fourth level of efficiency is achieved through the adoption of a qualitative approach. That’s why a unified desktop solution must extend to the identification and correction of any shortfalls in processing strategy, whether it be via data sampling or through client feedback.

Modular architecture makes it easy to benefit from an integrated quality module, which samples data, detects and tallies discrepancies, and produces individual improvement plans. Customer feedback is collected through a survey tool that provides automated feedback on satisfaction and expectations.

Champion speed, quality, and control

Acceleration is the key to improving business performance. Poorly equipped back office operations can lead to a 70% productivity gap, undesirable customer service, and the associated impact of a negative NPS.

Make sure to bring your back office up to speed to reap the benefits it offers to operational performance and customer satisfaction with Sitel® Case Management & orchestration.

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