Contact Center Solutions Featured Article

An organization can do everything possible to improve its customer service, but chances are it won’t succeed if its back office operations are poorly run.

 

This is confirmed by a study from TARP Worldwide showing that up to 60 percent of all instances of customer dissatisfaction stem in some way from inefficiencies in the back office. What’s more, a report from Forrester Research shows that 17 percent of a customer’s loyalty is a result of operational efficiency.

 

This is particularly true in the insurance, healthcare and transportation industries. For that reason, many of the largest companies operating in these sectors have deployed the Impact 360 for Back-Office Operations solution from Verint Witness Actionable Solutions, a division of Verint Systems Inc.

In a release, Verint reports that clients using its Impact 360 workforce optimization solution have been able to significantly improve their back office operations, which in turn has resulted in improved customer service. Verint defines “back office” as any department that performs “non-customer facing” administrative, processing and operations tasks that impact the customer experience, such as payment processing, new account set up, claims, research and order fulfillment.

The release provides some anecdotes of how companies have improved their back office operations using the Impact 360 software suite – and how this has helped improve their customer service. For example, a large insurance company that installed the solution in its customer account maintenance department has been able to reduce turnaround time from nine days to an average of five days—a more than 50 percent improvement that also lowered calls to the contact center.

What’s more, a large, multi-national financial services company is managing its back office on an intraday basis against real work volumes to meet deadlines and reduce status inquiries, with Impact 360 playing a key role.

 

These back office operations have improved considerably thanks to Impact 360’s capabilities, which include volume and data capture, capacity modeling, forecasting and scheduling, strategic planning, application analysis, process analysis, eLearning/lesson management and performance management/scorecards.

 

Not only do these applications help reduce errors that lead to dissatisfied customers and increased calls to a company’s contact center, they also help reduce the need for repeat work in back-office departments.

“Companies are finding that by leveraging Verint’s Impact 360 workforce optimization technology in back-office environments, they are able to help eliminate inefficiencies that can cost millions of dollars in the first year alone, while at the same time improving the customer experience,” says Darryl Demos, general manager of the Enterprise Solutions Group, Verint Witness Actionable Solutions, in the release.

Last month Verint Witness Actionable Solutions announced that ING Australia Limited had deployed the Impact 360 WFO suite across its back office operations. The company had already deployed the solution in its contact center and, upon seeing the results, decided to expand its use to back office departments.