Bright Ideas

Back Office Support without a Back End System.

Does your Workforce Management Team support a business unit with back office functions, but there is no back end system? Thinking outside of the box is a must in order to successfully support and manage a business unit with back office functions effectively without a back end system.

Here are some tips that work!

  • Learn the business
  • Research and understand the processes and work flows
  • Gain a comprehensive and sound knowledge of the systems used by the business unit
  • Understand what productivity goals are in place and if applicable offer a time study to validate the accuracy of the goals
  • Trust your team members and openly solicit their input; brainstorm constantly
  • Listen to your business partners and earn their trust
  • Communicate

Support Resources

  • Utilize Excel spreadsheets and an Access database to automate reporting
  • This is our niche. Create reports that are specific and relate to the functionally of the business unit.
  • Offer clear business recommendations with supporting analysis
  • Deliver with accuracy, on time, what is offered
  • Be available

Note: This tip is provided by SWPP Member Ava Baxter of Citizens Property Insurance. She may be reached at ava.baxter@citizensfla.com.

Integrate WFM into your new hire training program.

How closely is workforce management aligned with learning and development? When you have new hires, are they introduced to workforce management early on? Do trainees receive feedback on their adherence to their schedule?

While you may not count your trainees in your normal reporting, it is important that trainees understand early on how to use your workforce management system and what the processes are. A good portion of any training program should include lots of hands on practice and tracking of proficiency. Even though they’re in training, set them up with a schedule and provide them with feedback and coaching in the classroom so that they have plenty of time to adjust their behavior and get the hang of things.

As trainees are expected to ramp up to their production numbers, it may make sense to also have WFM metrics that they need to ramp up to as well. This will help ease them into the process which can be intimidating for those who are new to a contact center environment.

By integrating your WFM process into your new hire training program, doing it early, and offering lots of feedback, this will help ensure that trainees are proficient in your processes by the time they hit the floor!

Note: This tip is provided by SWPP Member Micah Schrom. Micah may be reached at micah_schrom@uhc.com.