Business Solutions... for Back Office Operations

Your challenges – how can you?

• Increase back office productivity and efficiency without increasing staff numbers
• Achieve new standards of quality and accuracy across the organisation your customers get the same level of service wherever and however they contact you
• Meet challenging service levels
• Cope better with surges in demand
• Optimise the way customer contacts are routed across back office staff
• Reduce the cost of back office transactions

Our Solutions

Improve back office skills and performance

Manage the skills and knowledge of your back office staff regardless of their location. Improving their skills will improve productivity and reduce transaction costs.

Maintain Quality of Service

Connect your contact centre (managed in Workforce Management) and back office (non-Workforce Management) staff to the same central skills database. This helps maintain the same quality of service across the business and improves knowledge sharing and efficiency across the front and back office.

Optimise multi-skills based routing

Build a more flexible workforce by identifying the skills and competencies of staff in your contact centres, branches, retail stores, and home-working units. Then use this information to decide who can manage what type of customer contact to implement a new highly effective, fully optimised customer contact routing strategy across your front and back office.

If you need a new approach to building skills in your back office, get in touch with Silver Lining on +44 (0)845 130 4222
or email info@silverliningsolutions.co.uk