top 5 plays to improve your back office in 2014

Top 5 Plays to Improve Your Back Office in 2014

SPEAKERS

Stefan CaptijnDirector, Product MarketingGenesys

Ron StevensonSenior Manager, Product MarketingGenesys

© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.2

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•Introduction•Economics of the End-to-End Customer Experience•The Customer Centric Back Office•5 Plays to Improve your Back Office in 2014•Q+A

Agenda

3 © 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.


Are you ready for the High Velocity Customer?

4

The front office: “How can I help?”

• Highly Efficient

• Statistics about everything

• Employees are closely monitored & coached

• High degree of automation



5

The back office: “Where do I start?”

• Multiple Systems

• Limited insight in workload

• No (real time) SLA’s

• Employee Performance mostly unknown

DISCONNECT

“IN MANY ORGANISATIONS THERE IS A BIG

BETWEEN FRONT AND BACK OFFICE.”


End-to-End Customer Journeys – The CX that Matters

Branch ContactCenterMobile AppWebsite Back Office

Purchase Journey

Onboarding JourneyAccount Change Journey

Renewal and Repurchase Journey

Problem Resolution Journey

Companies focused on the end-to-end journey perform better

Customer Satisfaction

20%

Revenue Growth

10 to 15%

Lower Cost to Serve15 to 20%

Purchase Journey

Onboarding JourneyAccount Change Journey

Renewal and Repurchase Journey

Problem Resolution Journey

Branch ContactCenterMobile AppWebsite Back Office


CX Bottlenecks Across End-to-End Journey

Sales Support Back Office Billing

Bottlenecks • Many calls & emails• Transfers• Repeat of Info• Difficult Contract

Process • Contract stalled

in back office

• Many handoffs• Many emails,

calls and chat

• Handoff Calls and email to set appointment

• Changed appts• Wrong info at

handoff – context lost

• Billing issues• Usage

information unexpected

• Phone and email to correct challenging

Onboarding Journey

Journey

LoyaltyErosion

85%

85% 72% 61% 52%

100%

85%85% 85%

First BillProvisionWelcomeSign Up


Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1

Front Office IN IN IN

Corporate Systems

Human Resource Management

Customer Relationship

Management

Financial Accounting System

Operations Management

Project Management Voice

Field/ DespatchManagement Back Office

The Back Office Today

Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil

The People Front Office Management Back Office Field/Despatch



10

Bottleneck #1: Volume of Tasks

Fluctuating Demand:

• Difficult to match with Resources

• Unpredictable due to Miscommunication

or Errors

• Creates Backlog



11

Bottleneck #2: Variety in Task Types

Different Task Types

Different Skill Sets

Multiple Systems

‘One Size fits all’ training

Everybody does Everything all day



12

Bottleneck #3: Variance in Performance

Not all Employees are Equal:

• Handle times

• Employee Skills

• Attitude

• Quality



13

Bottleneck #4: Limited Visibility

Current SLA?

Handle time?

Number of Tasks?

Trends?

Forecast?

Understaffed or Overstaffed?


5 Plays to Improve your Back Office in 2014

1. Know the ‘Presence’ of Back Office Employee’s2. Capture (all) work in to a ‘Global Task List’3. Dynamically Reprioritize work based on Business

Rules4. Assign tasks in real time based on Employee Skills5. Implement a Forecast & Schedule practice based on

actual volume & handle times


Just in time Work Assignment

Global Task List

Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil

The People Front Office Management Back Office Field/Despatch

Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1

Corporate Systems

Human Resource Management

Customer Relationship

Management Financial Accounting System

Operations Management

CLIENT SERVICE CHANNELS


The Customer Centric Back Office

16

Organized around Customer Value & Experience

Seamless Experience for the Customer

The right task done at the right time

Employees receive tasks they can handle

Insight in Customer Journey & Employee Performance

Predictable Service Levels

© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.


A new way of Assigning Work Items

Source: Taming demand variability in back-office services – McKinsey & Company

http://www.mckinsey.com/insights/operations/taming_demand_variability_in_back-office_services




A New Operating Model for the Back Office

Dedicated team (blue):• Work on one task type

each day• Rotate task types

throughout the week

Swing Team (red):• Multi-skilled• Acts as ‘capacity buffer’


Return on Investment for WFO

% Efficiency saving of Back Office FTE% Efficiency saving of Back Office FTE

Reduce Supervisor to Worker ratioReduce Supervisor to Worker ratio

Reduced overstaffingReduced overstaffing

Building the Business Case

Cost of Penalties for missed SLACost of Penalties for missed SLA

19

20

“With Enterprise Workload Management, we’re getting the most important and high-value work done first…

We don’t wait until the end of the month and realize we’ve missed critical work”

Kevin Hurst, FirstEnergy Corp

ABILITY TO ALIGN WORK WITH THE PRIORITIES OF

THE BUSINESS.


Summary

Back Office productivity• Can greatly impact the Customer Experience• Current levels of automation and capabilities need improvement• A new ‘operating model’ is required

•5 ‘Plays’ to improve Back Office Productivity• Know the ‘Presence’ of Back Office Employee’s• Capture (all) work in to a ‘Global Task List’• Dynamically Reprioritize work based on Business Rules• Assign tasks in real time based on Employee Skills• Implement a Forecast & Schedule practice based on actual volume & handle

times


Questions & Answers

23

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thank

you

top 5 plays to improve your back office in 2014

Technology

office improvementsperfected

customer journeys

high velocity customer

previous experience

single second of calls

cx bottlenecks

efficient statistics

average handle time