Improving Quality and Efficiency for Shared Service Centers

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Many global organizations are moving specific operational tasks into centralized Shared Service Centers (SSCs). These global or regional SSCs are used for accounting, HR, payroll, compliance, purchasing and other standardized processes. As SSCs are mainly cost centers, efficiency and quality assurance are extremely important.

Specifically outside the contact center, organizations can use call recording for quality assurance (QA). Because of the rapidly changing environment many companies work in, adapting to new business processes can be difficult. This takes a direct toll on QA by draining staff resources.

Many standardized processes are very repetitive. Invoice entry, order processing, or claims management can all be verified using a screen recording solution. Audio, video, and screen recording technologies are the foundation of contact center quality assurance, but they also provide real-life input into the quality management of any business process.

Involving everyone in quality management is a surefire way to achieve QA goals. Whilst a screen recording solution can measure and improve service quality of standardized back-office processes, the solution is not about recording everyone, all the time. A carefully planned quality management program provides incentives for everyone to use this new technology.

All this can be done in a matter of minutes, since the actual handling of recordings and QA projects are completely automated. With a call recording solution, SSCs can achieve quality management without increasing workload. What steps is your organization taking toward quality management?

Read the original article on Verba's Blog.

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