Back Office Support

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.

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