We take over correspondence handling, record keeping, data entry and bulk mailing. Your people go back to the work you actually pay them for.
Back office is all the administrative work that runs behind the scenes - the customer never sees it, but nothing moves without it.
Document handling, record keeping, data checks, correspondence and preparing materials. Work that has to be done precisely, but does not need the specialist you pay for something else.
Runs behind the scenes. Document handling, records, data entry, archiving and preparing materials.
Direct contact with the customer - phone, email, chat. What the customer actually experiences.
The two are more closely linked than they look. When a request gets stuck in the back office, it shows up on the helpline - and the other way round. That is exactly why we can take both on together and pass information along so nothing falls between departments.
Pick one thing, or hand over the whole agenda. We agree the scope around whatever is slowing you down most.
Receiving, sorting and processing written and electronic post, archiving included. Nothing sits there until somebody remembers it.
Dailynot when time is left overMoving data between systems, checking it is right and filling the gaps. Work that eats hours from a specialist and an administrator alike.
Two-levelaccuracy controlPreparing and sending contracts, reminders and information documents. The classic task that stops everything else at month end.
Peakscapacity exactly for those daysLogging and processing customer requests, orders and complaints directly in your systems.
In yoursystems, not oursHandling email and messages from social media. The customer picks the channel and expects an answer on every one of them.
Multichannelevery channel at onceGathering data, turning it into summaries and preparing the basis for decisions. The routine part of the work that eats the most time.
Regularlyat an agreed intervalIn admin the point is not speed but accuracy. One digit overlooked in a system does more damage than slow processing ever will.
Step by step we write down how the activity runs, where a decision is made and what counts as an exception. Documenting the process often reveals what could be done differently.
The agent works to the procedure, a supervisor performs sampled checks at an agreed rate. Error rates are measured exactly as call quality is.
We work in your systems with access rights at whatever level you set. For every entry you know who made it.
Admin never announces itself as a problem.
It just quietly takes the time that should have gone to customers and to selling.
Admin volume is uneven - month end, the billing cycle, bulk mailing. An in-house person is therefore idle half the time, and you pay them for the whole month. Because agents are shared across projects, you pay for time actually used and at month end we have somewhere to draw extra people from. Porsche Finance Slovakia cut operating costs by roughly 30% with this model.
Salary is only the start. On top come contributions, holiday, sick leave, meal allowance, recruitment, training, the team leader's salary, system licences, telecoms, premises and depreciation of equipment. The full breakdown of all 15 items is on the Customer service page.
To begin we take over one bounded activity with agreed metrics. After the pilot you know the real error rate, the time per task and the cost - and only then do you decide what else to hand over.
“CreditCall has become an inseparable part of our company - they sell our products through telesales, run the helpline and added early collection. You can really tell they know what they are doing.”
Spreading across five cities lets us run round the clock and keep backup capacity for the unexpected.
Back office is the sum of administrative and support activities that run behind the scenes and the customer never sees – document handling, record keeping, data checks, correspondence and preparing materials. Unlike the front office, which talks to the customer directly, back office makes sure everything adds up administratively.
Correspondence handling and archiving, electronic and written communication with customers, bulk mailing of contracts and reminders, data entry and verification in your systems, records of requests, order processing and administrative support for customer processes. We agree the exact scope around whatever is slowing you down most.
Yes, we work directly in your systems with access rights at whatever level you set. Access is named and auditable, so for every entry you know who made it. Data protection and confidentiality terms are settled contractually before launch.
Through two levels of control. The agent works to a precisely documented procedure and a supervisor performs sampled checks at an agreed rate. Error rates are measured and reviewed exactly as call quality is, so you can see whether they are falling.
Usually not. An in-house employee brings 15 cost items – from contributions through holiday and training to system licences and premises. With outsourcing you pay for agreed capacity and output. The gap is widest precisely in admin, where volume across the month is uneven.
That is typical of admin – month end, the billing cycle, bulk mailing. Because agents are shared across projects, we can lift capacity exactly for those days and reduce it afterwards, so you are not paying for idle time.
Normally two to four weeks after signature. Most of that time goes on documenting the process precisely – once the procedure is written down, training the team is quick. For simpler activities we can start sooner.
Leave us your details - we will go through your goals and put together a tailored proposal. Free, without commitment and without a salesperson chasing you.
The symptoms, six steps to fix it and numbers from the Porsche Finance project.
ServiceFront office and back office under one roof - information stops falling between departments.
ServiceFor when the admin also covers sending reminders and tracking payments.