Table: Activity Customer Services Dependency on Back Metric Office Balance enquiries - Access to Anite@Work and Academy (& Citrix - System SLA environment) systems - Case QC Metric - Ensure information contained on the Academy is up to date and accurate. Verification and - Access to Anite@Work - System SLA scanning of supporting information/documents Setting up payment - Clearly define when the request for a payment - Policy Update arrangements arrangement must be handed off to the back Metric office for action - Communicate any changes to arrangements policy Taking Payments - Access to Anite@Work - System SLA - Access to Academy (& Citrix environment) - Paye.net access Resourcing to manage - Provide Front Office with advanced notification - Notifications Metric potential changes to of any Back Office initiatives that has the customer contact potential to cause an increase in Front Office volumes customer contact. Issuing forms - Back Office need to maintain Anite templates and provide the Front Office with copies of application forms and advise when forms move from hardcopy to online. Issuing copies of - Back Office need to ensure that all - Case QC Metric correspondence correspondence issued is captured in a timely manner, in electronic form on either the Academy or EDMS database for effective recall by customer service agents.
Table: Activity Customer Services Dependency on Back Office Metric Balance enquiries - Access to Anite@Work and Academy (& Citrix environment) systems - Ensure information contained on the Academy is up to date and accurate. - System SLA - Case QC Metric Verification and scanning of supporting information/documents - Access to Anite@Work - System SLA Setting up payment arrangements - Clearly define when the request for a payment arrangement must be handed off to the back office for action - Communicate any changes to arrangements policy - Policy Update Metric Taking Payments - Access to Anite@Work - Access to Academy (& Citrix environment) - Paye.net access - System SLA Resourcing to manage potential changes to customer contact volumes - Provide Front Office with advanced notification of any Back Office initiatives that has the potential to cause an increase in Front Office customer contact. - Notifications Metric Issuing forms - Back Office need to maintain Anite templates and provide the Front Office with copies of application forms and advise when forms move from hardcopy to online. Issuing copies of correspondence - Back Office need to ensure that all correspondence issued is captured in a timely manner, in electronic form on either the Academy or EDMS database for effective recall by customer service agents. - Case QC Metric
Schedule%2025%20Revs%20and%20Bens%20v8.0.docx