Back Office Workforce Management Market Size worth USD 6,713.2 Million by 2028

Back office functions require a large number of personnel in many businesses and government organizations. Businesses are planning to reduce manual efforts by automating these operations. Organizations seek to transform their back office management practices by improving visibility and transparency, cutting down operational costs, enhancing customer/constituent experience, and increasing engagement. Workforce management platforms allow them to appoint resources with appropriate skill sets to meet the anticipated staffing requirements; moreover, these platforms help them predict the back office staffing requirements. Back office departments may need to undertake various types of tasks simultaneously, and all these tasks call for distinct expertise. Workforce management solutions help monitor the volume of incoming and outgoing work, including backlogged and deferred tasks, as most back offices lack the automation capabilities necessary to simplify these tasks. The back office workforce management solutions monitor the performance of employees through desktop analytics, which involves recording their desktop activities, monitoring job allocation and management, and keeping a log of manual check-ins and check-outs. Thus, the need for automation in back office workforce management fuels the back office workforce management market growth during the forecast period. Although the degree of automation may vary with the job type, all back office workforce management tools can gather the vast amount of data needed to execute their job. For example, BambooHR, a back office workforce management solution provider that majorly caters to medium-sized organizations, provides a solution with a comprehensive set of functions such as time and attendance monitoring, and recruitment automation.

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According to our latest market study on "Back Office Workforce Management Market Forecast to 2028 - COVID-19 Impact and Global Analysis - by Solution and End-Use Industry," the back office workforce management market is projected to reach US$ 6,713.2 million by 2028 from US$ 3,601.4 million in 2022; it is expected to grow at a CAGR of 10.9% from 2022 to 2028.

Impact of COVID-19 Pandemic on Back Office Workforce Management Market

The COVID-19 pandemic has shaken several industries, such as manufacturing, consumer electronics, and automotive. The IT sector has not only dealt with the current circumstances to keep its workflow running well but it has also saved numerous other enterprises. Since employees want to feel valued for their work, a fair evaluation positively affects staff morale. With an AI-based system in place, they can be certain that their rating is solely based on their caliber. The COVID-19 crisis and corresponding lockdown situations were proven beneficial for the IT sector as the demand for remote workforce management solutions grew during this period. Also, AI-based remote working solutions helped enterprises in ensuring business continuity even in the inability of support staff working in back offices due to bad health. Cloud has become a new crucial enterprise catalyst that made such services constantly accessible. COVID-19 lockdowns resulted in the increased adoption of cloud-based solutions because they provide employees the benefits of working in an office environment while accessing the network remotely. Further, manufacturers in various industries, which remotely managed the administration of employees, found the deployment of cloud-based workforce management solutions beneficial. All these factors positively impacted the back office workforce management market growth in 2020 and 2021. Investments in remote workforce scheduling and time tracking, communication, and remote project management are the primary drivers for the surge in the adoption of back office workforce management solutions in industries.

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Strategic Insights:

Players operating in the back office workforce management market are mainly focused on the development of advanced and efficient products.

- In 2022, Genesys partnered with Thrive, a behavior changes technology company, to help their client organizations transform their relationships with employees. Thrive and Genesys have introduced a solution that enables organizations to embed well-being tools directly in the workflow and workforce management solutions so workers can de-stress, reset, and recharge in real time.
- In 2022, Verint introduced One Workforce, an innovative approach to eliminate silos and unify and empower both humans and bots. The success of customer engagement is based on organizations' efforts to embrace a channel-less approach. The One Workforce approach helps orchestrate the entire customer engagement workforce-both humans and bots across the contact center, back office, and branch. It synchronizes the entire workforce as one large pool of resources and allocates the right work to the right resource at the right time. The solution shows flexibility with its work allocation capabilities based on business priorities.

Rising Demand for Mobile Workforce Management Apps to Fuel Back Office Workforce Management Market Growth in Future

Companies are increasingly preferring app-based workforce management platforms to create smart workplaces. Reluctance toward embracing the benefits of mobility may cost them a fortune, especially in the longer run, by triggering inefficiencies and employee dissatisfaction. A mobile application creates a central hub to provide consistency in employee experience. With location monitoring, businesses can deliver hyper-local content and send real-time alerts and notifications to their employees. When location monitoring is integrated into the application, location monitoring further helps deliver relevant and timely experiences while increasing efficiency, productivity, and engagement of the employees. Mobile applications make it simple to enter workers' official day count and other related information in data systems. Apps serve as a single hub combining all digital touchpoints associated with the management into a seamless, user-friendly platform. Making all work-related materials available on a single app allows enterprises to ensure the seamless functioning of employees, both, on campus and at home. Management teams can communicate and collaborate with co-workers and the firm, as a whole, via official mobile apps. Moreover, these apps can automatically capture the arrival time of employees at their perspective workstations. Such benefits of mobile app-based solutions for workforce management are creating growth opportunities for the back office workforce management market players.

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