Back-office workforce management can be defined as the process or software that is essential for smooth and productive business operation of enterprise. The most efficient work-force management solution come from self-service modules that boost employees to put forth their own schedule preferences and to manage time off and change shifts, as required. Back-Office work force management solution offers a dynamic platform to enterprise to manage their work an assign service service level to each task. Workforce management solutions are very powerful and effective only if the inputs and outputs are accurate and applied on timely basis. Also the back-office workforce management solutions consists of two central components. First component comprise of anticipating volume of application and second component is to apply these prediction or expectation to create optimal work schedules.
By deployment segment the backoffice workforce management data is segmented as cloud and on-premise deployment. Evolution of cloud technology has modernize this kind of process and extend the accessibility of these services for small business as well. Enterprises are moving their back-office operation to cloud owing to its minimal cost and better security capabilities. Cloud services implementation enable enterprises to embrace best practices and organization adopting cloud services are on the leading edge. On-premise solution workforce management solution offer easy forecast, staffing solutions and scheduling requirements across all customer that of inbound, outbound and back office resources.
Back-Office work comprise of forecasting, scheduling, intra-day management, expection planning, performance analysis, multi-channel effencies and others. Moreover the employee’s enagaed in back-office work usually performs manual and routine work that does not involve direct contact with customers. These tasks need to be perform on regular basis and therefore require efficient and accurate back-office solution.The back-office workforce management system consists of flexible tools that support any scheduling environment starting from a back office staffed to full-time employees. These above factors boost the essentiality of back-office work force management solution in industry vertical such as retail, finance, healthcare, government and others.
The global backoffice workforce management market had been valued at USD 2.03 Billion in the year 2016, which is expected to reach USD 4.57 Billion by the end of the forecast period growing at 11.61% CAGR.