By Bob Webb
Vice president of sales
Pipkins Inc.
Improve Back-Office Performance r v f
Enterprise workforce management can fine-tune operational efficiencies
When it comes to staffing re- quirements and operational- performancegoals, mortgage
companies differ vastly. By ensuring you
have the proper number and types of
employees scheduled to manage your
back office at any given time, you can
meet your company’s challenges.
Commercial mortgage brokers and
originators looking to tighten and
strengthen their back-office operations
can benefit greatly from enterprise
workforce management. The solutions
offered can improve your efficiency,
ease performance tracking and enhance your customers’ front-office experiences. This is especially true for
mortgage brokerages that lack visibility into what they needed yesterday,
last week or last season. This historical
information offers critical insights and
helps facilitate accurate forecasting.
As you likely realize, the customer experience doesn’t stop with the contact
center. It includes business processes
that take place in the back office, as
well. These include application processing, business administration and
decisionmaking.
Commercial mortgage companies
that forecast properly and schedule
back-office employees efficiently can:
• Advance the quality of their operation;
• Enhance customer experiences;
• Increase operating efficiency;
• Lift productivity; and
• Reduce attrition.
It’s also important to track adherence
in real time and to streamline the work
flow between the front and back offices. All this can be accomplished with
enterprise workforce management.
Automation and integration
Think of forecasting and scheduling
as the central nervous system of your
enterprise. Continuing this analogy,
consider enterprise workforce manage-
ment as the brain that keeps every-
thing in good working order.
work together, new challenges arise
and costs increase.
Technology and staffing inefficien-cies, poor performance quality and
a lack of real-time data can cause
trouble. To avoid these problems, you
may want to partner with a technology
expert.
Key functions
Some of the key functions of enterprise
workforce management include:
• Integrating with desktop process-
management software to calculate
average handle times automatically;
• Calculating the number of employees
needed to process work items in sin-
gle and multisite environments;
• Supporting scheduling;
• Optimizing task assignments; and
• Using sophisticated algorithms to
create schedules that ensure the right
number of employees are scheduled
to handle the predicted workload
based on service-level goals.
Moreover, back-office workforce
management enables you to:
• Reduce administrative time and increase supervisor productivity by
automating and streamlining manual
tasks associated with forecasting
and managing resource capacity;
• Manage resources more effectively
and reduce costs associated with
overtime and overstaffing by improv-
ing forecast accuracy;
• Increase employee satisfaction and
reduce attrition by empowering em-
ployees to self-manage scheduling
and time-off requests;
• Improve employee productivity by
leveraging comprehensive data for
assessing performance, identifying
skill gaps and measuring improvement; and
• Improve customer satisfaction by
streamlining back-office tasks such
as application approval, claims pro-
cessing and order fulfillment.
Optimal performance
When seeking technology solutions to
help improve your strategic planning
and enhance back-office efficiency,
look for:
• Data collection that associates aver-
age handle times with various tasks
and types of interactions;
• Performance indicators and metrics
that assess individual, department
and business performance;
• Scorecards that assess current and
past performance;
• Performance dashboards that offer
quick and in-depth reviews; and
• Reporting that can be custom-
ized for managers, supervisors and
executives.
Great customer experiences flow
from front- and back-office activities,
especially in the mortgage industry. To
achieve and maintain optimal performance, your company and its employees must be fine-tuned periodically.
When used effectively, enterprise
workforce management can keep you
and your business on track and moving
smoothly. •
Bob Webb is vice president of sales for Pipkins
Inc., a worldwide supplier of workforce-
management software and services to the
call-center industry. Pipkins’ Vantage Point
product lets managers solve the complicated
operational issues in today’s multifaceted call-
center environment. Pipkins’ systems forecast
and schedule more than 300,000 agents in
more than 500 locations across all industries
worldwide. The company is headquartered in
St. Louis. For more information, visit
www.pipkins.com or call (800) 469-6106.
Lending to help you take advantage of today’s market... that’s us.
Distressed Asset Acquisition
Commercial or Residential
Development & Construction
Income-Producing Properties
Bridge Loans
Debtor-in-Possession Financing
*Money invested through a mortgage broker is not guaranteed to earn any interest
or return and not insured. Before investing, investors must be provided applicable
disclosure. Past performance does not guarantee future results or success. MBL
;;;;; t; $.; $BQJUBM; 4FSWJDFT;; --$;; ;;;;; 8;; (BMMFSJB; %SJWF;; 4VJUF; ;;;;; )FOEFSTPO;; /7;
;;;;;;t;;;;;;;;;;;;;
NewLoanRequest@CMemail.com
www.cmcapitalservices.com/lending
1291 W. Galleria Drive, Suite 220,
Henderson, NV 89014
877.739.9094
MBL #284
Accepting funding requests for projects in
Arizona, California, Colorado, Idaho, Montana,
Nevada, New Mexico, Oregon, Texas, Utah and
Wyoming.
FundingEdge
(210) 249-2111
(830) 331-4030
s;"USINESS;#ASH;!DVANCE;;;+;;;;;;;+
s;2ETAIL;;2ESTAURANTS;;3ALON;3PAS;;
s;&UNDING;IN;;;n;;;;DAYS;
s;5NRESTRICTED;USE;OF;FUNDS
s;;;;+;3CORES
s;.ATIONWIDE
!LSO;ASSISTING;WITH
!';;;0RIVATE;-ONEY
Creative Edge In Commercial & Business Finance
CS FUNDINGEDGE;COM;
WWW;FUNDINGEDGE;COM
