Back office and performance: Why the front office is only the tip of the iceberg!
Published on November 9, 2016
Back office and performance – the business iceberg
We’re talking back office and performance and we’re thinking of business like an iceberg – we are all familiar with the tip of the iceberg, but it is the large, underbelly of an organisation (the part that you never usually see) that can have the biggest impact on business performance.
Social media, digitalisation and changes in customer expectations mean that an inefficient customer experience can damage a company’s reputation. So its never been more apparent that the front office call centre can only be as good as the back office that is supporting it.
Whilst the two perform different functions, have different objectives and work under different environments, without a harmonious accord between them, business performance, profitability and brand reputation, to name a few, could suffer.
The back office and customer service
The role of the front office is to provide the customer with the information that they require. The role of the back office is to perform, research and hone business process to provide the front office with the information and tools they require to satisfy the customer. It is paramount that the back-office processes are seamless enough to ensure the timely completion of tasks to support their call centre front office colleagues.
Therefore, anything from employee engagement, staff development and the organisation/allocation of work could directly impact the front office, compromising competitive advantage and brand reputation.
The back office and compliance
Whilst not dealing directly with clients, the back-office is carrying out the necessary risk assessment checks, providing advice and supporting the front office call centre by ensuring that the organisation remains legally compliant and diligent, whilst providing accurate settlements, reconciliations and more. The information must be accurate, compliant and compiled quickly to avoid customer service delays.
Historically, workforce management tools were created for the front office to boost employee engagement, improve performance and therefore meet customer expectations. But strategic decision makers are now benefiting from deploying this to the back office to drive employee productivity and therefore aid the front office in improving the performance of the business holistically.
So, do not underestimate the importance of the back office in supporting the organisation and keeping it above water, it upholds more than you may think.
Want to learn more?
OPX is a workforce management optimisation tool that transforms back offices to become more productive, more efficient and more competitive – to support the front office and meet customer expectation! So make your front office fall in love with your back office. Want to know how? Try a demonstration! Email the team for more information.
Image courtesy of AWeith/Wikipedia
Latest Blog Posts
Top 3 Back Office Productivity Killers and How to Overcome Them
January 6, 2020
How to measure productivity in the back office
August 9, 2019
How to Mitigate Conduct Risk with Back Office Workforce Optimisation Technology
June 17, 2019
Coming up against teething issues when blending your front and back office?
March 5, 2019
The Future of Front and Back Office Workforce Blending
January 31, 2019
How a Blended Workforce can transform the Customer Experience
November 27, 2018
On digital wings
October 25, 2018
What’s stopping enterprises from embracing digital?
October 18, 2018
The evolutions in forensic data analytics and rise of new regulatory compliance risks
October 18, 2018
Organisations are only scratching the surface of automation, says study
October 12, 2018