The differences and benefits of Front-office vs. Back-office BPO.
Providing Expert Front and Back Office BPO Services in the US
There are a wide range of BPO services available to help your business save money while offering your customers the best service. Outsourcing non-core business processes takes the pressure off your inhouse team allowing them to give their full attention to the main activities of your business.
This means more effective provision of goods and services, so BPO means not only getting the best service from the processes you outsource, but getting the best performance possible from your staff. The types of functions you can outsource to a trusted US BPO provider fall into two main categories: Front-office and back-office.
Front Office Outsourcing
Front office outsourcing involves all customer facing functions of your business, including customer service and sales. When you outsource these functions to a reliable and trusted BPO provider your US business can scale quickly to keep up with market fluctuations and changing customer demands. Procera adjusts the allocation of staff and resources to your company – ensuring consistent service quality even during peak periods.
When you outsource front-office tasks you also get access to our experienced and highly qualified teams. This saves your business time (no HR hiring process) and money in that you don’t pay hefty salaries, benefits, training and equipment costs for an in-house team. The favourable exchange rate your US business enjoys when outsourcing further results in financial savings. Shortages of skills in your area are also alleviated, because Procera BPO has a highly-skilled talent pool.
According to a Deloitte report, 59% of businesses use outsourcing to reduce costs, which can then be reinvested into core operations to fuel growth and innovation. Outsourcing front office functions ensures efficient resource utilisation and maintains high-quality standards. Providers often leverage cutting-edge technology, to deliver faster response times and consistent service quality assurance. This not only strengthens brand reputation but also drives business success. For example, a McKinsey study found that companies using advanced customer service technologies saw a 10-20% increase in customer satisfaction.
Procera offers a range of high quality front-office BPO services including customer acquisition and retention, customer services, customer tracing and expert debt collection services handled skillfully and empathetically by our well trained team.
Back Office Outsourcing
Back office outsourcing is when your BPO provider handles your important “behind the scenes”, non-client-facing tasks like payroll, IT, HR, and compliance to external providers. These functions are crucial for long-term stability and growth of your US business.
The advantages of back office outsourcing are very similar to the benefits of front-office outsourcing. It can make your business more scalable because when you outsource, you always have the capacity to effectively deal with increases in workflow. Your staff, likewise, have more time to devote to core business processes resulting in increased productivity. The big differentiator comes in on cost savings and expertise. When it comes to areas such as IT and accounts you need well qualified and experienced staff. These full time staff can come with high costs in terms of salaries and benefits. Your business can make considerable cost savings by outsourcing back-office functions.
BPO is a winning strategy for US businesses looking for financial benefits while simultaneously having access to a talented workforce in a variety of fields, including those in which there could be a skills shortage locally.
Procera offers a range of back-office services including accounts receivable management, data and analysis services, business intelligence services and quality assurance and management. Some of our offerings include customised B2B digital solutions and contact centre platforms.
Front-office vs back-office BPO
Front and back office tasks are both indispensable when it comes to the operation of a business but they serve distinct purposes.
Front office tasks are focused on one-on-one customer interaction, revenue generation and business acquisition strategies. For example sales, marketing, and customer service initiatives.
Back office tasks support the front office functions by handling operational initiatives such as business intelligence and data analysis services. The back-office tasks provide behind the scenes support for front-office and core business processes.
Choosing the right BPO provider is an important strategy for the long-term success of US businesses. Front office and back office BPO are complementary strategies that drive business growth and operational efficiency. When you have the advantage of the expertise of Procera’s highly qualified teams and custom software solutions, your business can improve customer satisfaction, improve operations and achieve long-term success.