Centralizing back office functions in your contact center increasing operational efficiencies
Dispersed back office systems can hinder your organization's ability to quickly and effectively process post-call transactions. We offer a complete outsourced solution to optimize your back office system by combining integrated document management and transaction processing capabilities with process expertise and workflow management. Our Back Office Services enable us to effectively manage a wide range of back office transactions, ranging from general customer correspondence to fraud or dispute research to complex forms management, such as loan or claims processing.
Our Approach
At Convergys, we focus on improving cycle time, a key driver of cost avoidance, revenue generation and customer satisfaction. Optimizing your back office processing workflow serves as one method that we employ to reduce your cycle time and increase customer satisfaction.
We eliminate hidden operating expenses by centralizing organizationally dispersed back office functions to achieve economies of scale and operating efficiencies. Furthermore, we leverage a global labor pool and today's technology, along with deploying effective process automation, to further reduce back office costs.
Benefits
Our Back Office Services reduce transaction-processing time, resulting in:
- Decreased costs
- Increased revenue
- Enhanced operational efficiencies
- Improved customer satisfaction.
Portfolio of Back Office Solutions
Our broad delivery abilities to support back office solutions for our clients include the following service capabilities:
Bill Reconciliation: Billing items are scanned, indexed, routed and verified to support the matching and review of these items to ensure conformity with a primary source. Automated responses and integration with the client's accounting system complete the solution.
Claims Processing: A business rules-driven service to support the approval or denial process for insurance claims, Claims Processing integrates document management and automated workflow capabilities to account for routing, exceptions, correspondence and escalation of claims. Additional follow up with applicants and supplementary input via email, fax or white mail may also be incorporated into our solution.
Contract Administration: Signed customer contracts are scanned and routed to agents that perform electronic account creation, maintenance, updating, inquiries and account closure as the contract is fulfilled.
Contract Processing: Paper-based contracts are digitized, indexed, and routed, with a workflow that supports the vetting of legally binding materials. Contract processing also offers electronic electronic signature support.
Customer Correspondence Processing: Whatever the customer's choice - email, white mail, fax or other form of correspondence, the Convergys solution facilitates a timely response to the customer inquiry, inclusive of automated workflow, case management and routing and escalation capabilities.
Data Entry: Data Entry includes any manual process requiring data to be entered into a computer-based form. It involves indexing of source documents and routing to the appropriate person for input into downstream systems. Optical Character Recognition (OCR) and Image Character Recognition (ICR) may be incorporated to deliver additional value to the client.
Document Management/Imaging: Convergys agents image and index paper or electronic documents, and facilitate document storage and retrieval allowing for searching and viewing the documents.
Enrollment Processing: Convergys agents digitize and process paper-based applications and enrollments. We image and scan enrollment documents, index them and route them to process owners. Missing information is updated and the client is alerted to any exceptions or escalations. Enrollments are entered into the client's systems, and automated responses are issued.
Fulfillment: Convergys agents respond to customer requests for products, printed materials, or other items and interface with client processes to initiate delivery to the customer.
Revenue Assurance: To address the market reality of lost revenues due to data discrepancies and process inconsistencies, Convergys offers the methodology and expertise to help our clients identify and correct these situations and to assure realization of all earned revenues. Read more on Revenue Assurance.
Contact us today to centralize your organization's back office functions.