Back office support, also called back-end or value-added services, refers to what goes on behind the scenes to make contact center or digital communication channels work smoothly. Typically the following services are included:

• Quality assurance
• Accounting
• IT support
• Administrative services
• Marketing research
• Data collection, processing, and analysis
• Employee hiring, onboarding, and training

Your customers don’t interact with and are rarely aware of back-office support when everything is working as intended in a seamless, pleasant experience. The back office support staff will:

• Regularly assess the performance of your customer support system
• Decide how to react if and when you are not meeting your KPIs as planned
• Quickly deploy IT experts to address technical malfunctions before they inconvenience customers
• Safeguard digital communication channels from attempts at hacking or data breaches
• Pay employees and contractors on time, and send bills and invoices to clients and customers
• Monitor changes in customer preferences and technologies
• Hire, onboard, and train new employees, and retrain older employees
  Select the right workers for any given job

The value of good back-office support is incalculable. When you better understand your customers and your own service offerings, you can provide everything customers need. Insufficient back-office support can bog you down in technical problems, provide insufficient research and analysis, or create operational delays. Solid back-office support benefits include:

• Reduced operating costs
• Increased customer satisfaction
• Reduced customer turnover/increased customer retention
• Increased responsiveness to customer needs

Your brand can try to provide such services in-house, or you can contact them out. While you can juggle multiple vendors, you will save time and effort by contracting with a single, omnichannel vendor like OutPLEX. We can provide all of the services discussed above, as well as front-end services like communication channels and call center services.

For more information about OutPLEX’s back-office support options, call 1.866.531.5773 or visit us online today.