Workforce Optimization in Business Process Outsourcing: Adding People to the Productivity Equation

With a recent statistic showing that the Fortune 500 companies had an estimated $480 billion 'lost' in inefficiencies from back office processes, taking the small steps to counter this loss is very important.

This whitepaper explores opportunities to gain additional efficiencies left on the table by current technologies and systems, many of which overlook the most important resource available in shared services and process outsourcing—the people who perform the work.

Ideal for any team leaders, HR managers/directors and Process Excellence Consultants, this whitepaper will help you discover how business process outsourcers are increasingly relying on workforce optimization solutions to drive better results:

• Monitor employee performance and processing effectiveness at the desktop, for improved quality.
• Match work with employee skills and availability, to minimize downtime.
• Track service levels, to ensure deadlines are met.
• Automate many lower-value administrative tasks, such as scheduling, item tracking, report creation, freeing management to focus on achieving better business outcomes.

Find out how workforce optimization solutions can improve your resource productivity by upwards of 10 percent, while cutting turnaround time and enhancing customer satisfaction.

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