Increase productivity while reducing costs
As communication expands, buyers also have more and more means to share their experiences when they interact with a company. Most customers don’t care that their problem has been solved by someone, the person at the customer service center, or someone in the back office. They simply want the problem solved quickly and accurately – with the help of available technology.
How to create new value from office block?
Inefficient office operations can increase costs on many levels. There is a risk of losing customers – which means losing business opportunities – when customers become disgruntled due to delayed processing, payment errors and other mistakes originating from the back office staff. . In the program of optimizing human resources, the largest financial deficit was caused by the inability to forecast, plan and monitor both the quantity and quality of the required office labor.
Profit from the working efficiency of the office block
When organizations implement programs to optimize office systems, work processes, and ultimately employee performance, profits come through interactions with customers. By rearranging office staff to best meet customer service requirements, organizations can reduce associated costs and call volume significantly at the Contact Center, while contributing to building a better customer experience.
Human resources are improved by predictive analytics
A solution that provides full workforce optimization capabilities – including workforce management, performance management and workforce quality management – will help organizations improve planning strategically by planning and maintaining both the right number and type of office staff. Strategy analysts can experiment to come up with the best HR scenario, with both planned and unplanned events. By using automated analytics to test different scenarios, determining what is the best use of resources and human resources to meet your specific set of needs can be difficult. can be easily determined through parameters.
A challenge that often occurs when businesses want to balance human resources with transactional needs is that for each different type of work, the response time is also different. When performing tasks such as request processing, order fulfillment, and many other office tasks , at multiple points or geographic locations outside the business, solving this equation becomes even more complicated. more complicated. With ever-present and rapidly changing, predictable or unexpected staffing needs, flexible forecasting and the ability to plan and evaluate day-to-day performance and track progress are invaluable for optimum productivity and efficiency.
Continuously improve employee productivity
Maintaining the number and types of employees in the company is only the starting point to optimize workforce efficiency. Focused performance management and training programs will give the company the ability to orient employees towards set goals. Automated features will help directors as well as managers to plan more accurately, evaluate and manage not only the work efficiency of office staff but also those of their employees. department Contact Center.
Employee performance can be assessed and reported, including the amount and time taken to complete assigned tasks as well as the amount of time spent on productive and non-productive activities. work results. Other charts and reports compare results against set targets based on performance indicators. When the result is lower than the set target, an automatic warning will be popped up to remind the manager, and at the same time, an online training program will be launched to provide remedial measures. Default training programs tailored to specific learning needs provide timely and ongoing instruction. This program is enabled by a plan to improve employee productivity, time management and work efficiency.
The ability to evaluate employee performance is also important. Highly productive employees can be given the option of shifts they want and can request a change of schedule within defined parameters. This helps to lift morale as well as increase stability at work. The benefits that businesses get are reduced costs for office operations, while increasing work efficiency through automatic schedule change notifications via email and screen pops. In addition, these tools allow managers to monitor real-time schedule compliance and historical data, and track employees’ achievement of set goals through scorecards. (scorecards), providing insightful feedback that helps organizations get the most out of timely and accurate HR decisions.
Dive deeper into employee issues and performance
Desktop display analytics technology gives organizations the ability to track employee productivity and performance. Many businesses face challenges in measuring the time it takes to complete a certain office task and there is very little information about employee performance and productivity. By measuring targeted activities on a computer and making this information available along with other performance measures, organizations can gauge the true effectiveness of their activities. own career.
Bringing unified communication into human resource management
Workforce optimization technology enhances office worker productivity by automating the workforce planning process, while strengthening staff and increasing overall productivity work. State-of-the-art software solutions implementing unified communications (UC) bring collaboration between Contact Centers, office blocks, and the rest of the business, providing growing benefits increased through labor efficiency through rapid problem identification and resolution.
The rich presence of embedded technology, with the power of unified communications, allows employees to easily find and use the most appropriate resource to solve a particular problem. With a suite of flexible communication and collaboration tools – including instant messaging (IM), email, and voicemail – manage and resolve issues more efficiently with just a few clicks . Managers, supervisors, and employees can easily collaborate on different service levels and HR topics for focused productivity.
Key elements of office productivity optimization
• Perform scenario analysis quickly to identify the most suitable personnel profile, effectively responding to unexpected events.
• Optimizing tasks between Contact Centers and office blocks to create a centralized plan for efficient and productive customer service.
• Provides multi-site planning that provides a global picture with a shared environment of tasks across multiple geographies.
• Enables convenient sharing of workforce data with other providers for a comprehensive and accurate view of operations.
• Capture job and employee data for easy optimization and reporting of operations through desktop analytics.
• Evaluate employees by monitoring compliance with real-time work schedules and historical data, to inform corrective actions, related to staffing plans and employee performance.
• Track employee’s actual performance against set goals, use scorecards to help employees understand problems, optimize performance, and help managers zoning management needs improvement.
• Provide charts and reports that include metrics that measure the total productivity of individual employees and of the entire organization.
• Initiating an online training program when the employee’s performance falls below the set target, in order to improve the performance of each individual as well as the whole organization.
• Empower employees to manage their own schedules within set parameters, to improve morale and maintain stability.
Workforce optimization solutions can not only improve office performance but also reduce investment costs. In particular, the solution also helps to improve levels of customer care through predictive modeling, while human resources are reduced. This solution also allows to increase employee productivity with automated coaching, and empowers them to manage their own work schedule based on predefined rules. Finally, detailed processes and employee productivity can be fully gathered on the data analysis screen.
The ultimate reward for automated workforce optimization is more accurate, faster, and more consistent responses to customer requests. Organizations can maintain loyalty through long-term satisfaction without the need for additional resources or budgets..
Source: Aspect – Compiled by: Lelt