DirecOne

Services / Back office and processing

The customer hung up.
The work has only started.

Claims, collections, orders, bookings and case administration: the tasks that decide whether a promise made on a call is actually kept. Automation sorts and checks. People handle the exceptions and make the decisions.

Talk to an operator
An analyst comparing a printed document with a case open on two screens
Checking the detail

The work

Non-voice work,
done to a finish.

Run as a program of its own or alongside the conversations that create it.

01Processing

Cases, orders and claims

Account updates, service requests, order checks and claims handling, tracked until the task is finished or accepted by your own team.

  • Back-office processing
  • Claims handling
  • Service order processing
  • Tele-underwriting support

02Revenue

Receivables and collections

Accounts receivable management and collections, by people who can be firm and still leave the customer willing to pay.

  • Accounts receivable management
  • Collections
  • Worked within your policy

03Operator services

Lines that have to be answered

Centralised operator services, directory assistance and appointment booking.

  • Centralised operator services
  • Directory assistance
  • Appointment bookings
  • SMS gateway services

04Insight

Data and reporting

Analysis of what the work is telling you: where cases stall, which requests repeat and what would stop them.

  • Data analytics
  • Daily, weekly and monthly reporting
  • Recommendations, not just numbers

AI first, human where it matters

Machines are good at sorting.
Judgment is still a person's job.

In processing work, most of the time goes on moving things: reading, classifying, routing, checking that nothing is missing. That is work automation does well, and does at any hour.

What it should not do is decide the difficult case. An unusual claim, a customer in difficulty, a record that does not add up: these go to a trained person, with the file already assembled.

  • Every automated step has an owner. And a way back if it goes wrong.
  • Exceptions arrive with their context. Nobody starts by hunting for the file.
  • Closed means finished. We check the result against what "done" was agreed to mean.
Workflow automation
The DirecOne operations floor in Port of Spain in the evening
The operations floor, Port of Spain

Practical questions

Asked before most engagements.

Can back-office work be bought on its own?

Yes. It can be a stand-alone program, or part of a wider service so that the people who talk to the customer and the people who complete the task work from the same record.

How do you handle card and payment data?

The environment is PCI DSS Level 3 compliant across workstations, network and processes. PCs are deployed from standardised, security-validated images, with enforced encryption and role-based access.

What happens to a case you cannot complete?

It goes to a named owner on your side with the information needed to act, and it stays on our list until someone has accepted it.

Start here

Tell us which conversations you have.
We will tell you who should lead each one.

A direct conversation with the people who run the operation. Expect a view on scope, a pilot design and a timeline.

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DirecOne