Approach

The Back Office A-Team often serves as the unsung operational heroes, thanks to their institutional knowledge, tenure, and diverse organizational experience. Managing, retaining, and recognizing this team can be quite complex. Most organizations rely on manual tracking, estimates, and completed volumes to measure performance.

However, management teams are rarely equipped with daily data that provides visibility into these environments, which is essential to support this critical team, distribute work, or deliver feedback. Summit Trails provides management reporting to ensure that this team feels recognized and understood.

The A-Team in the contact center faces a different challenge than the back office team; they often have too much data. Every aspect of their time is meticulously recorded, which can lead to a sense of micromanagement. This environment can result in higher turnover rates or a desire among team members to transfer to back office (off-phone) areas.

Summit Trails’ methodology fosters a sense of fairness across teams. Imagine an operational world where all team members are empowered, measured, optimized, and recognized. This approach creates a tremendous opportunity for workload balancing, allowing the team to be evaluated for all activities—both on and off the phone.

The Field Service A-Team is incredibly complex to manage due to the numerous variables involved in fieldwork, including driving, traffic, weather, work complexity, equipment, and customer interactions, to name a few. These complexities can lead to a reliance on high-level metrics to measure performance.

Summit Trails’ approach acknowledges that this team serves as the face of the organization in the field, making it essential to measure a balance of quality, service, and cost. We have extensive experience with unions that may represent these groups, and we welcome the opportunity to collaborate with these organizations to promote fairness and equity in our approach.

The Claims Processing A-Team can make or break an insurance organization. Large backlogs and curt communications can lead to customer churn and escalations. The performance of this team is crucial as it drives quality, service, and cost; thus, we need to support them so they can effectively serve their customers.

Summit Trails creates straightforward metrics to measure the full performance of the team. By normalizing these metrics to reflect complexity, regions, types, pend rates, and other industry variances, we can develop metrics that the team will be proud to implement.

The Production A-Team is the heart of the operation. The most effective solutions help them feel connected to the broader organization, rather than just being a cog in the wheel. Most environments focus metrics on the product being produced, rather than on the workers who make it happen.

Summit Trails incorporates data about the products—such as quality—into our team metrics. However, we take it a step further by focusing on the individual, moving away from manual entries to a dashboard that creates that golden thread back to the macro reporting.