When one thinks of call centers, the natural thing that comes to mind are voice calls. You speak to a call center agent, asking for assistance like getting a booking a vacation trip to Bali. And why not; this is how it all started, right? But did you know that there is another side to your usual customer contact center that is often unseen and unheard of—we’re referring to the back office.
Yes ladies and gents, the back office is that equally productive side of the ever-growing business process outsourcing (BPO) industry in the Philippines (or in other countries where back-office is offered). As the name suggests, the back office is that part of the business where companies can outsource the non-voice aspects and tasks. These are the jobs that make business go round—even if they aren’t exactly heard of, unlike their voice counterparts.
Don’t think for a moment, however, that this is just a small part of the pie. Studies show that more companies worldwide now outsource such jobs. In fact, India and the Philippines are just two of the largest places where back office jobs can be outsourced, as these countries have a wealth of talent that can handle these tasks in an expert manner.
So what kind of work do back office departments handle? Look closely and you’ll find out that there is more to the workload that meager, manual labor. In fact, these tasks are actually part of the “intellectual” side. These include:
– Accounting and Bookkeeping: Need an accountant to balance the books? Let your call center back office team take care of this for you. You’ve got experts who can give you the correct numbers in not time at all.
– Design: This includes website design, graphic art, and the like. Get stunning work that can bring new life into your business
– Copywriting: Need text that expresses your thoughts? Allow that talented writer (or pool of writers) to deliver copy that may just bag you your next big business deal.
– Engineering: Need to compute for the stats that will make that building a world-class wonder? Let the engineers from way across the world handle the nitty-gritty for you.
– Message Transcription
– Data Processing Services
– And more.
Yes folks, these are just some jobs that outsourced experts are good at. So if you want to get these done, yet till need time to take care of growing the business, then let the back office team do it for you. Remember that they are more than your usual call center staff.
What kind of back office have you outsourced? Share your experiences today.