Any organization looking to improve back office operations should look at using a program for instance Enlighten software. With this particular program, identifying, recording and coping with error and lost-time becomes simpler. Why? It's because quality can be enhanced even more as it could be extensively evaluated and handled while contact center performance and service are proactively dealt as well. In addition, customer service surveys can be accomplished along with staff suggestions and ideas while complaints are quickly addressed with the aid of this quality management program. When quality and waste are managed, operational performance improves. Here are two examples of Enlighten's optimization systems that will reveal how it helps.
The Service Optimizer aids in the management of quality and waste. Reports and tools control information necessary to review areas of reduced performance or where quality is being affected. With this particular information, staff will have a clear picture of best places to concentrate efforts to enhance service and quality. Lost time, referred to as waste, is placed into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are really complex, the this simplifies the process to make areas of issue quicker to identify hence issues may be undertaken with ease.
Process driven loss consists of waste created due to a poorly designed process. Employees must find other ways to complete the task. This may be poorly designed form in which employees must spend some time explaining how to complete the form to customers, time which could be better spent elsewhere. Incident driven loss is loss due to many things like a lack of training, poor warehouse design or technology issues.
Nonetheless, when utilizing this particular software, employees can recognize these areas to rectify the issues producing waste. Error driven loss is that in which a processor makes an error and another employee must come behind him or her to make the necessary corrections.
Then there's also Performance Optimizer which features five software solutions meant to offer the overall big picture once aspects of loss have been determined. With this big picture, tools are supplied to boost general performance in the company's back office operations. It takes away lost time proactively and systematically that results to improved quality as well. The software takes this a step further while it categorizes the lost time to produce distinct categories then action can be taken. It quantifies both time lost and the volume while providing data necessary to create a business case, thus permitting the management team to assess the effectiveness within a quality framework.
The Service Optimizer aids in the management of quality and waste. Reports and tools control information necessary to review areas of reduced performance or where quality is being affected. With this particular information, staff will have a clear picture of best places to concentrate efforts to enhance service and quality. Lost time, referred to as waste, is placed into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are really complex, the this simplifies the process to make areas of issue quicker to identify hence issues may be undertaken with ease.
Process driven loss consists of waste created due to a poorly designed process. Employees must find other ways to complete the task. This may be poorly designed form in which employees must spend some time explaining how to complete the form to customers, time which could be better spent elsewhere. Incident driven loss is loss due to many things like a lack of training, poor warehouse design or technology issues.
Nonetheless, when utilizing this particular software, employees can recognize these areas to rectify the issues producing waste. Error driven loss is that in which a processor makes an error and another employee must come behind him or her to make the necessary corrections.
Then there's also Performance Optimizer which features five software solutions meant to offer the overall big picture once aspects of loss have been determined. With this big picture, tools are supplied to boost general performance in the company's back office operations. It takes away lost time proactively and systematically that results to improved quality as well. The software takes this a step further while it categorizes the lost time to produce distinct categories then action can be taken. It quantifies both time lost and the volume while providing data necessary to create a business case, thus permitting the management team to assess the effectiveness within a quality framework.
About the Author:
Manage quality and waste, incident and error driven loss as well as your contact centers within your Back Office Operations appropriately with Enlighten Software. Go to this website today to learn how its optimization tools can help you.. Free reprint available from: How To Increase Your Customers Using Back Office Operations Software?.
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