Building & Implementing Great Back Office Support Teams

    Dec 19, 2022 6:56:20 PM One Contact Center Why Outsource, Back Office Support, outsourcing

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    Back-office activities are crucial. Whether you're providing customers with the right documentation, making payments, changing accounts, or organizing product notifications, errors cause frustrated and irritated users and additional pressure on the contact center.

    From the customer's point of view, the back office requirements seem simple and clear. Examples are the insured that have bought a new car and are updating their data or a utility user that changes the payment method. However, many back office processes are still useful and ineffective or are used in silo-based systems, which increase time and effort, thus increasing administrative costs. Mixing with thousands, if not millions, of customers who have a large organization and scale impact on the bottom line are clear.

    One way to reduce these costs and improve the user experience is to integrate different back-office systems and connect with a professional customer service team from One Contact Center. This creates a continuous workflow with integrated processes that place the customer at the center of the process and reduce costs. Here are two examples of how our customers implement their back office:

    1. Ensure a stand-alone back office. 

    Clients do not really want to call you just to make minor changes to their accounts or request information. This makes it easier to access networks and make their own changes, automate the process, save time, and increase efficiency.

    Customers can create medium-term online customization like changing a car or adding a new driver by completing a transaction form that automatically occurs and gives agents all the information they need to calculate the price or change the policy. The ability to pay customers online for a policy change or balance sheet provides a complete full version without the need for contact center interaction. This option now requires a third (34%) of the total monthly payments and increases the yield by 11%, which directly affects the fund.

    2. Break Silo switching. 

    between the departments to combat the response thwarts the users and adds organizational costs. This is often the case because individual team members can only see part of the process, which is made up of several back offices, each with its own systems and processes.

    Without creating them in a qualified back-office area, it brings tremendous benefits. Our system comes with all interactions that cover customer service (e-mail, letters, and social media), administration (order forms, ad-hoc literature requirements), delivery tracking, payment approvals, and complaints. This not only resulted in cost savings but also customer satisfaction. At the same time, team morale increases as they have a wider range of tasks that are completed, increasing their range of skills and avoiding potential boredom.

    Both examples show that back-office integration with business offices provides business, customer, and employee services for front-office users. No matter what industry you are in, now is the time to break the silo and focus the processes inconspicuously, effectively, and on the needs of the customer.


    At One Contact Center we offer several customer services which help to reduce the tasks of business owners so as to concentrate on their major objectives, such tasks include:

    Live chat Support:

    It is crucial to maintain direct communication with customers so as to boost business and convert shoppers. Your clients will definitely look elsewhere if you do not offer support because you might not be able to attend to them.

    E-mail Support:

    Several people prefer this method of communication because everyone does not have time to make phone calls and wait in line. Most people prefer to communicate with the aid of e-mail.

    Virtual Assistant Services

    One Contact Center can also be in your in-house support department and help with tasks such as data entry solutions, calendar management, back office support, and other virtual assistant duties. This will help to create an efficient workflow and thereby improve the efficiency of the business.

    Back office support likewise has a lot of importance when it comes to handling work processes that are time-consuming. When you handle your office activities with a professional outsourcing company, you will be able to minimize costs and have more time to focus on the major business activities.

    In One Contact Center, support services are effectively carried out by our experienced professionals. By outsourcing back-office jobs, you will be able to save a lot of money that might have been used in employing additional staff.

     Major back-office support services include;

    · Data Entry

    · Document Conversion

    · Position Staffing

    Data Entry – One Contact Center has proficient and resourceful data entry operators that can handle all your offline data entry activities perfectly. Various business form processing, legal form processing, and medical form processing are efficiently carried out.

    Document Conversion – In order to support proper documentation in a business office, document conversion services are being offered. Qualified document specialists, QA analysts, and software programmers analyst helps to convert documents from one form to another with the accuracy you desire.

    Position Staffing – By helping businesses manage their daily human resource requirements efficiently, One Contact Center offers admirable staffing solutions, this helps them reduce the risk factors which are associated with staffing and also reduces recruitment expenses.

    One Contact Center


    One Contact Center specializes in back office services. If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.

    One Contact Center

    Written by One Contact Center

    One Contact Center is a minority-owned call center / BPO company that helps companies navigate through this Pandemic by providing customer experience services that improve market shares, brand loyalty and customer retention while reducing costs by up to 70%.

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