Driving efficiency within Backoffice operations
Demonstrating Automated Task Routing and Queue management with Workforce Management
Customers face a common challenge when managing their global workforce of colleagues who are responsible for tasks such as processing customer-related activities. These tasks may come from physical mail, secure emails, mobile app-initiated requests, backend system processes, or branch walk-ins, but lack a unified management approach. The current tools and platforms are inconsistent, ranging from the absence of a management scheduling tool to the use of custom Excel-based tools and third-party platforms that are not integrated with backend systems. Teams have limited visibility, making scheduling and forecasting manual and unreliable.
The requirement is for a single, integrated platform that is compatible with the strategic Workforce Planning platform (Alvaria Workforce Cloud) and can be seamlessly integrated with existing backend systems. This will give operational leaders a clear view of agent activity, enabling real-time monitoring, setting SLAs, and automating task prioritization to optimize colleague availability. Automating task assignment through backend system integration will reduce reliance on manual processes and empower teams to meet customer SLAs. This will also relieve Team Leaders of administrative burdens, allowing them to focus on people management.
Common Issues affecting backoffice operations
The problem often businesses wish to solve:
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Lack of Reporting Consistency – Currently no one has visibility of the actual activities going on in the back-office teams. Where some team have a level of self-reporting, others are a complete black hole.
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Deliver meaningful data to operation teams which support performance improvements – No trustworthy colleague performance data is available. Scheduling and forecasting of staffing is manual and relies largely on team leaders feedback. For example, one team consistently reports performance achievements in the area of 116% regardless of the week. Therefore there exists a high-level distrust of performance claims within senior management.
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Provide operational leaders a true view of agent activity – This includes having an accurate view at an intraday or even real-time level of the current actual backlog of , volumes of task types being worked. Most important is being able to set SLAs and targets of different tasks and then apply priorities to those tasks. This will help drive optimal usage of available colleague availability.
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Automate as much as possible – The desire is to remove the manual cherry picking of which tasks are being handled, so that the customer committed SLAs becomes a higher priority rather than the colleague or team lead requirement to meet an artificial target. This therefore includes eventually integrating to back-end systems via APIs removing the manual creation and assignment of tasks. Conversely there is a desire to remove a lot of the current administrative burden being placed on Team-Leaders, which is taking them away from their true job of people management.
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Granular control of skills - Typically most organisations allocate work to pools of colleague resources leading to cherry picking of work and inefficiencies. Being able to assign work automatically based on user skills improves efficiency, reduced transfer of work, improved agent satisfaction and management of the moral of individuals.
Alvaria Task Routing with Workforce integration
Automated priority and skills based routing of tasks
Task desktop client toolbar
Example screenshots of desktop client toolbar
Incoming task handling
Handle up to 8 tasks or blend between task, inbound/outbound voice, SMS, Email or Social
Switch between Actice tasks
Choose which active task you wish to be actively working on in your queue. Review, update and add to additonal information relative to the task. You may also, complete, transfer or even consult another colleague on the task.
Apply wrap-up data and set next action
Apply disposition codes to completed tasks, with the option to generate a call-back, transfer to another team/ service or splace on hold.
Apply wrap-up data and set next action
Requeue, increase priority or place on hold for x period of time all with a few clicks.
Historical and Real-time Reporting
Task Journey Mapping Report
Task Disposition Report
Task Worktype Summary Report
