Not every process that needs outsourcing is customer-facing. Back-office work is the volume processing that sits behind the front line — and when it falls behind, the front line is where customers notice. We run it as a managed operation with accuracy and turnaround as the measures.
Structured keying, validation and processing of records into your systems, worked to the accuracy standard and processing rules agreed during scoping. Exceptions are routed rather than guessed at.
Order capture, checking and processing through your systems, including the exception handling that orders generate — mismatches, amendments, cancellations and the queries that follow them.
Receiving, classifying, indexing and verifying documents, with a defined handling path for anything incomplete or out of policy. Sensitive document handling rules are established at scoping.
The exact scope is agreed during scoping. These are the activities this kind of programme normally covers.
Back-office operations are managed under the same workforce and quality practice as our customer-facing teams, with the measures adapted to processing work — accuracy sampling and turnaround rather than contact quality scoring.