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Back Office Compliance

An organization’s back office management can significantly impact its success. Back office operations are especially important in financial services firms that are required to maintain strict compliance with local regulations. Validating compliance and skill level of agents working on critical processes is a must since the cost of errors can be very high.

Frequent changes in procedures/ changes in processes would directly affect the quality of the execution of the processes and hence a systematic approach to training agents or advisors on the new/updated processes would be required to ensure better adherence to the processes.

Epiplex500’s unique capture technology works on a range of software applications including Virtual environments such as Citrix. Epiance rapid Change management, security, workflow features allow organizations to develop, change content at an enterprise level rapidly. The time taken to create content is 40-90% lower than other methods and technologies.

Rapid simulations can be created from the captured process and deployed through an online content portal. The online portal tracks user’s performance at the process or the step level. Error prone steps or error prone processes are identified. Content developers can easily develop simulations for additional scenarios. These simulations can be offered at various levels of gradation. Agents can be automatically certified and then offered content at the next level of difficulty. Performance support module supports the agent and mentors them while they are performing the actual transaction. The content can be hosted in a distributed environment thereby lowering the band width requirement.

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