subject: How To Use Technology To Enhance Back Office Outsourcing Services [print this page] Every organization has some back office tasks that they have to take care of even though these activities dont fall under their core business tasks. Managing them could be a really tough job for them as they dont have the required skills, experience and infrastructure. Many of them try to do these tasks by themselves and end up investing heavily into it while the results are usually not very impressive. On the other hand, smart companies having smart management personals outsource back office services to external service providers who have expertise in the concerned field.
You can use technology to further enhance the back office outsourcing services as there are many technologies that allow quick, efficient and reliable execution of these tasks. Here are some of the technologies that can help you in doing so.
Workforce Management of Back Office: Workforce management could help you in measuring the performance of agents along with their activities and other metrics. Screen capture could easily measure all the handling time for different processes. Therefore you could easily forecast the volume of work and schedule it for best performance.
Straight through Processing of Data: Usually there are two customer data sets in a company. These sets are usually differently saved which results in completely different presentation of similar transactions. This could create confusion, resulting in errors and unnecessary delays. These problems can be easily delayed by implementing straight through processing of data. However, this requires a combined effort from back and front office processes as without their mutual cooperation it wont be possible to maintain such a database effectively.
Use Integrated Desktops: Agents working in such processes have to work on more than one system and applications. Working on multiple applications for completing a single task could be very hectic and may result in unwanted errors and delay in completion of tasks. Usage of integrated desktops can allow agents to work on all the applications on one single screen. Thus, the time required for completing a particular task would reduce and the performance would improve.
Access of Information at Multiple Locations: The information available at one location should be easily accessible at multiple locations. This is a very important thing as easy access of data in the concerned departments can help in proper monitoring of things. Problems and issues can be identified right to their sources and the staff could easily work upon them to completely remove them from the system.
There are many more technologies that can be used for delivering enhanced back office outsourcing services. The selection of technology actually depends upon the type of requirements that you have. The technology required for email support services would be different than that required for F&A services. Thus, you should first evaluate your requirements and then start using the technology which suits you best.
