Back Office

Complete back office work during Active Wait Time

Call center agents can help alleviate back office back log by placing tasks like claims processing into the agent’s Activity Queue.

Customer-centric businesses understand service often doesn’t start or end with a phone call. Whether it is follow-up communications or paperwork processing, the back office plays a vital role in providing a best-in-class customer experience.  However, the manual nature of back office task assignment, tracking and resourcing continues to be a challenge. Call center agents often have insight into these processes, but no efficient way to help with backlogs. Available time is unpredictable and there’s traditionally been no way to manage multi-step and time-intensive processes across the two workforces, given the contact center’s dedication to service levels.

Intradiem works in real-time to find time to complete back office tasks and prompts the right agent to begin their work – while monitoring call volume and service levels to make sure the contact center remains in compliance. Our productivity platform is designed to improve call center performance by dynamically delivering back office tasks to call center agents, on the fly. The result is optimized operational efficiencies while getting the work done that helps ensure a consistent customer experience.

Intradiem integrates with any third-party application for back-office processes, including:

• application review and processing
• email, media, and fax communications
• returns processing
• account retention calls
• outbound welcome calls or surveys

Watch and learn how Business Process Outsourcers (BPOs) are using Intradiem to enhance the customer experience and improve operations, including back office.