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Back Office Workforce Optimisation and Benefits

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Glyn Roberts

on 29 April 2014

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Transcript of Back Office Workforce Optimisation and Benefits

Definition depending on vertical Sectors

Back-office takes on all other functions that support front line sales and customer facing employees and staff.

Back-office includes the handling of Claims processing, Administration, Applications, Payments and statements, loans applications, document management, order fulfillment/ client services, accounts, inside sales and transactions.

A back-office system will keep a record of the company’s sales and purchase transactions, and update the inventory as needed. Invoices, receipts, and reports can also be produced by the back-office system.

In some sectors back office functions are also seen as Manage and Shared service from Service/ Help Desks to 2nd and 3rd line support with various outsourced partners or key relationships.

(Not front Line people)

How to drive optimization
in Back Office Operations

Gain Insight into Your Processes and Procedures
Gain Insight into Your People
Gain Insight into Your work and operations Performance
Glyn Roberts

Deliver on
Time and predictive insights for sustainable business results
High Quality, achieving SLA's, Six Sigma and Lean and compliant through BAU processes.
How will Back Office ultimately be Evaluated?
Profitability and competitive in market place
Next Steps for improved productivity and quality
Implement Verint Impact 360 Back Office Operations
Business Impact Solutions
Voice of The Customer Analytics
Review at Front Line and Middle Office
Quality Monitoring for Back-Office Operations
Clients and Customers
in vertical sectors

Aligning Strategy to data driven processes and effectively managing people
Manage Services Technology Support
Voice of the Customer Analytics
Improve the Customer Experience as You Optimize Your Business productivity
Quality Monitoring/ Quality Assurance with finger on the pulse Capacity Management
Aug 2013 - Feb 2013
Mar 2013
Mar 2014 - Aug 2014
Sep 2014 - Mar 2015
June 2016
Phase 1: Horizontal Shared Services
Phase 3: Modernized Core Application
Phase 2: Back-Office Support Application
Phase 4: New Services, Processes, and Applications
Apr 2015 - Sep 2015
Project Evaluation
Aug 2013 - Feb 2014
Increased savings, maximize workforce and improved quality measures
Voice of Customer (VoC) and CSAT ( Customer Satisfaction High)
Full automated analytic solution
(Seamless E2E tools and software)
Increased Utilization and Productivity

Reducing internal costs, driving efficient E2E services)
Take the Verint
To the top
Enhance Performance and Customer Satisfaction Across Your Enterprise

Gain organizational visibility - workforce management
Manage people's time and functions
Desktop and Process Analysis
Performance Management
Training Needs Analysis and e learning
Coaching and training
Enhance quality through voice recordings
Time and Attendance
Balance Score cards
Improve processes by mapping and analyzing them in near real time
Identify variances, bottlenecks and opportunities to streamline steps
Improve consistency in Compliance - Sox, PRSA, etc.
Performance management scorecards:
track, analyze, and improve back-office employee quality, productivity
Improve up time to market and lead time
create renewed energy in culture and environment
Six Sigma principles, specifically
DMAIC (Define, Measure, Analyze, Improve, and Control
If you can't measure it, you can't improve it.

Reveal back office potential for adding greater value to the enterprise and customer experience
Working with peers, partners and 3rd Parties
Driving SLA's/KPI's and OLA's
Service Desk, 2nd Line, 3rd Line and 4th Line performance
Linking with Contact Centre and Middle Office
Banking and financial services
Insurance and healthcare
Business process outsourcers
Business process improvement executives
Analyze, Analyze, Analyze
Improved and faster turnaround time
Improved Quality
Encourage Collaboration
Greater productivity
Performance management
Maximizing people management, Training, Coaching and fine tuned talent matrix's which also results in reduce idle time, reduce attrition and shrinkage = Driving productivity upwards and controlled environment
Competitive in the market and increases revenue and profits
Delivering 'Exceptional' Customer Experience
Increased customer base
Breakdown all elements workforce from desktop and gain visibility:

recording call live and taking stats in Real-time
Workforce optimization
Quality of call
Mapping processes
Time Management
Quality Reporting
Building flexible resource model
Celebration and reward
'Totally in Control'
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