At EvaluAgent we have been championing the role of the back office in delivering an outstanding customer experience for some time, so I was interested to see a new white paper from Frost & Sullivan. According to the industry analyst, Back Office Workforce Optimisation or BOWFO for short, is an emerging market that, ‘takes a fresh look not only at cutting down on waste and inefficiency in the Back Office but also tackles quality, service levels, process compliance, resource allocation and workforce management better.’
The report also rightly draws the reader’s attention to the direct impact that unresolved issues can have on the customer experience. And not only that; customers whose issues are unresolved are likely to keep contacting you until their issue is resolved. That means higher call volumes, more emails, more letters, more chat sessions, increased complaint volumes and, of course, more of those dreaded negative social media posts that are likely to damage your reputation.
The increased focus on delivering a seamless customer experience while managing operational costs has also encouraged many organisation to take a closer look at the back office. Companies are realising that while back office agents may not be customer-facing, they undoubtedly play a critical role in delivering the customer experience. And as Frost & Sullivan has highlighted, they also need coaching and development in order to improve their performance.
The problem is, until recently it has been difficult to find software that can measure back office processes and identify the scale of complaints and rework requirements. Without a means of setting performance targets and measuring progress towards these it is difficult to motivate and manage agents. We recently worked with NS&I and its outsourcing partner Atos to deliver our back office software module to address precisely these issues. The project led to savings of £800,000 within twelve months. You can read more about the back office optimisation project here.