Boost the productivity of the back office employees through granular activity management and gamified performance management, focusing on improving accuracy and increasing throughput

Boost the productivity of the back office employees through granular activity management and gamified performance management, focusing on improving accuracy and increasing throughput

BitNudge improves the productivity of the back office agents by leveraging the best practices in gamified performance management, lead management, tech-enabled robotics and automation. BitNudge, through its stand-alone modules, also supports overall back-office management through Predictive demand management, Intelligent Workforce management and Dynamic workforce scheduling and Rostering.

360 degree Activity tracking

BitNudge’s Back-office performance management module is designed to boost productivity of the workforce independent of the workflow that the employees are working on such as Inward and Outward payments processing, Cheque clearing, IT ticket management, Fraud Investigations etc.

BitNudge tracks 360 degree performance of the workforce by accumulating data from multiple sources and systems and analyses the workforce performance using a customizable Scorecard engine. BitNudge leverages Advanced analytics capabilities to improve the workforce productivity by generating dynamic recommendations and alerts for the employees. It highlights the gaps in the employee performance and can create escalations and other reports for Senior Managers

The platform tracks and calculates agent level performance metrics as well as work-item level analysis including overall and stage-wise Turn-around-time, Errors, Internal and External Referrals and Rework etc. and enables end-to-end performance management of the workforce

Performance Management

BitNudge hosts a comprehensive and activity-driven performance management engine. BitNudge links the activities from the Activity management engine to the performance of the individual and does not focus only on the output indicators for performance management. In the Back Office environment BitNudge analyzes external and internal Key Activity Indicators (KAls) such as Attendance, Availability, Throughput etc. for performance calculation.

BitNudge features a built-in Planning and Feedback Engine — GamePlan that allows every user to create and monitor performance plans (goal-setting) for ‘self’ and ‘direct’ reportees. The application notifies the users on their likelihood to achieve the GamePlan in the active cycle (weekly/monthly).

The platform comes with a fully customizable performance scorecard calculation module that allows the admin to create a custom scorecard and implement the bank’s incentive and compensation management policy for all the users.

Performance Management

BitNudge hosts a comprehensive and activity-driven performance management engine. BitNudge links the activities from the Activity management engine to the performance of the individual and does not focus only on the output indicators for performance management. In the Back Office environment BitNudge analyzes external and internal Key Activity Indicators (KAls) such as Attendance, Availability, Throughput etc. for performance calculation.

BitNudge features a built-in Planning and Feedback Engine — GamePlan that allows every user to create and monitor performance plans (goal-setting) for ‘self’ and ‘direct’ reportees. The application notifies the users on their likelihood to achieve the GamePlan in the active cycle (weekly/monthly).

The platform comes with a fully customizable performance scorecard calculation module that allows the admin to create a custom scorecard and implement the bank’s incentive and compensation management policy for all the users.

Gamification

User adoption is the oxygen that makes all the difference between success and object failure. BitNudge is designed to drive adoption among its user-base by leveraging gamification elements such as calls, meetings, submissions etc

Gamification is at the core of BitNudge – the Gamification engine in BitNudge brings answer to the key question that every frontline user asks — why should I use this platform. The answer to the question goes beyond functional / procedural reasons into emotional factors (motivation) — which is precisely the dimension that Gamification engine within BitNudge addresses. Through its powerful array of Game mechanics around points, badges, leaderboards, flags and social, the Gamification Engine in BitNudge motivates the user to accelerate daily activities (e.g., Attendance, Availability, Volumes processed etc.) thus driving competition and overall performance uplift.

Recommendation Engine

BitNudge gives business intelligence to every user (Frontline Managers and Senior Managers) about what actions to take, where to focus (i.e., efficiency, accuracy, throughput) and what performance goals to pursue. Recommendations acts as data-driven nudges that can guide a user towards the path of improved performance.

BitNudge has a built in recommendation engine capable of delivering intelligence and nudges on several dimensions. For example, the recommendation engine can recommend a frontline user to improve the accuracy in transaction processing based on rule-based intelligence and machine learning based analytics.

Recommendation Engine

BitNudge gives business intelligence to every user (Frontline Managers and Senior Managers) about what actions to take, where to focus (i.e., efficiency, accuracy, throughput) and what performance goals to pursue. Recommendations acts as data-driven nudges that can guide a user towards the path of improved performance.

BitNudge has a built in recommendation engine capable of delivering intelligence and nudges on several dimensions. For example, the recommendation engine can recommend a frontline user to improve the accuracy in transaction processing based on rule-based intelligence and machine learning based analytics.

Predictive Demand Management

The platform leverages work-item level data to generate insights using predictive analytics on the upcoming demand (such as number of transactions to be processed) as well as type of demand such as currency-wise split of the demand in the upcoming week/month that will enable better workforce management.

The platform employs skill-based routing for allocating the transactions to the resources handling all the constraints such as service level, capacity utilization etc.

Smart workforce management

The platform matches the transactions demand with the available capacity (resources/ FTEs) with an objective to maximize the service level adherence for each transaction type and optimizes the workforce utilization.

The platform applies best practices in workforce management to optimize the workforce allocation such as cross-skilling, tiered and staggered shifts etc.

Smart workforce management

The platform matches the transactions demand with the available capacity (resources/ FTEs) with an objective to maximize the service level adherence for each transaction type and optimizes the workforce utilization.

The platform applies best practices in workforce management to optimize the workforce allocation such as cross-skilling, tiered and staggered shifts etc.

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