In many organizations, a lack of visibility and automation of back office workload puts them at risk for regulatory compliance shortcomings. Manual distribution and employee prioritization of workload leaves the company with no tangible proof that they are performing up to and beyond the regulations.
The repercussions for the lack of proper monitoring and management are significant. Overall, regulatory compliance fines grew from $68 million in 2011 to $78.2 in 2012, a nearly 15% jump. A large company failed to adequately train and supervise personnel responsible for customer complaint tracking and reporting, and did not have systems in place to identify the high volume of customer complaints that were not being acknowledged or reported as required. As a result, the company failed to acknowledge 300 customer complaints in a timely manner. Consequently the company was fined $500,000. Perhaps a larger penalty came from the brand damage that occurred as a result of the negative exposure in the media.
In a recent Wall Street Journal article, the US Internal Revenue Service blamed “foolish mistakes made by people trying to be more efficient in their workload selection” as the performance issue that led to them being accused of targeting specific politically affiliated groups.
In most cases, workers are not intentionally cutting corners, or not working on the right tasks at the right time. They are doing the best they can to manually manage the various work and prioritization. In some environments “cherry picking” is common. Cherry picking is a term used for workers who are sifting through workload to find simple tasks to work on, and boosting productivity numbers. Because of this, the prioritization of tasks based on customer service levels and value is invalid. The visibility of customer interaction queues and service levels that traditional inbound call centers enjoy are not available in the back office operation. It is difficult for management to get a clear picture of what their resources are working on, and what their customer service performance on the workload is. Also, it is nearly impossible to track the impact their process performance has on the larger customer experience and satisfaction. Experts agree that the back office is often where companies actually “deliver on the brand promise” and is critical to customer satisfaction.
Progressive companies are eliminating this risk by building business rules that can be monitored and managed by an automated system. Workload Management solutions are the systems that bring visibility and automation to the back office customer experience. The solution empowers users to build business logic, automate task distribution and prioritization, and report on workload customer service levels and resource productivity in both real-time and from historical perspectives. This allows companies to illustrate to auditors that they have put the proper safeguards in-place to protect customers, and also gives them the power to quantify performance results.
If any of these scenarios sound familiar to you, there is a good chance that you are exposed to regulatory compliance issues. If you’re not sure, reach out to your management staff to understand your current state. As many companies have learned, it is not enough to rely on good people to manage and enforce the regulations manually. Learn more about workload management systems and success stories here.